Home Advisor Support

***For incoming calls via Grasshopper, transfer to Extension 709.*** For outbound calls, dial: 1-877-217-3590 Option 1: Questions (BCC Team) Option 2: Cancelation (Save Team) Email for change requests: welcometeam@homeadvisor.com (Please include SPID in header of the email) Email for qualitative feedback from all teams: mhdfeedback@homeadvisor.com (Please include SPID in header and confirm all reps have a signature line in their email identifying your function: AD, AE, Customer Happiness, or Customer Success)

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  General FAQ:

Location	General Action	Situation	Steps
HA Pro Landing page	Request ratings	If an SP is looking to gather more ratings from their existing HA customers	Click “Request More Ratings” – Select the customers you would like to send the email request to – Click “Request Reviews”
HA Pro Landing page	Find a Screened & Rated Sub-Contractor	If an SP is looking for a sub contractor	Select PWC and zip code – Goes down the SR path
Lead Center Tab	View Coverage	If an SP has a question around what they currently have selected regarding their coverage	Click “Lead Center” – Click on “Coverage Area”
Lead Center Tab	Add Tasks	If an SP has a question around what they currently have selected regarding their tasks. They can also change add/remove tasks from this location	Click “Lead Center” – Click on “Services Offered” – Click Edit on the tasks that you want to change
Lead Center Tab	Leads off	If a customer would like to have their leads shut off for up to 14 days. Anything over this has to be run through CS	Click on “Manage Lead Flow” – Click on “Pause Leads” – Select the dates you would like to have your leads off and the reason – Click “Update”
Lead Center Tab	Task Opportunities	HA lets the customers know what other tasks relating to them are available in their coverage	On the Lead Center Page click on “Add Task” on the bottom right of the webpage to go add the specific task.
My Profile Tab	Profile updates	Where an SP would go to update their online profile	Click on “Edit/Add/Change logo/Change Photo” on any of the sections that you would like to edit.
My Profile Tab	Add photos	Where an SP would go to update their online photos	Click on “Photos of My Work” – Click on “Create New Project” – Add details and photo
My Profile Tab	Deals	Where an SP would go to update special deals for HA customers	Click on “Deals” – Click on “Create a New Deal”- add the details of your new deal like amount of savings and eligible customers, click “Save & Continue”
Rating & Review Tab	Request ratings	If an SP is looking to gather more ratings from their existing HA customers	Select the customers you would like to send the email request to – Click “Request Reviews”
Rating & Review Tab	Request ratings (CVR)	If an SP is looking to gather more ratings from their non HA customers	Click “Request Reviews From Customers”. On the left of the page, you add the customers contact info and your customer message and click “Send”
Account Tab	Lead Flow (Spend Targets)	If an SP wants to change their spend target up or down	Click “Manage My Spend Targets” – Change the dollar amount – Click “Update”
Account Tab	View Billing statement	Where an SP would go to see their billing statement	Click “View My statement”
Account Tab	Make a payment	Where an SP would go to make a payment online	Click “View My statement” – Click “Make A Payment” – Confirm Payment information – Click “Payment”
Account Tab	Add a Form of Payment	Where an SP would go to update their form of payment	Click “Manage My Payments” – Click “Add Credit Card”
Account Tab	Request a Credit	If an SP wanted to have a credit submitted for a specific lead	Click “Request A Credit” – Enter the Job Number of the lead you would like to be reviewed – Click “Begin Request” – Select the reason for the credit – Continue
Account Tab	Edit Account primary details	If a customer wanted to change primary info, such as name/address and business structure	Click “Account Details” – click “Edit” – Edit specific info – Click “Update”
Account Tab	Add INS/LIC	If an SP wanted to display additional INS/LIC or if they wanted to update their LIC	Click “Insurance & Licensing” – Click “Add New Insurance” of “Add New License” – Fill in required data – Click “Add”
Account Tab	Communication Preferences	If an SP wants to update their communication preferences on the account (phone/email/text/fax)	Click “Communication Preferences” – Click “Add” under desired communication method – update information – Click “Save”
Account Tab	Add Opportunity Leads	If an SP wanted to add Opportunity leads to their account	Click “Communication Preferences” – Click check box for Opportunity leads – Click “Save”
Account Tab	Change User name and Password	If the SP needed to change username or PW	Click “Username & Password” – Change username/password – Click “Update”

Last Updated By: Rochelle Sanchirico