Airbnb Insight Quiz

Host calls in because they open a new listing but they are not able to find it within the search bar. What contact reason can be used.

Answer explanation

Awesome! Two contact reasons that can be used as both does address new listings via search channel:

1. Creating a New Listing

2. Search results for your listing

Host called in to complain that they are trying to get a listing clean for a next guest but they are seeing that the previous guest has not checked out yet and they would like to know how to go about the issue.

Design a new logo for Airbnb

POV: You are speaking to a Host in the message thread, you have provided a resolution to their concern and solved the ticket. However, the user reopened the ticket by the option "Yes, I still need help", however, they did not provide any sort of context to why they need assistance. Based on no sort of message from the user, you went ahead and solve the case once more, but user did not respond. Would this be considered appropriate?

• True

• False

Answer explanation

This is considered ticket avoidance:

-User selected Yes, I still need help to a Helpbot, but the Support Ambassador deliberately ignored it by not responding.

Match the following

• Call

• 
• Relevancy

• 
• To safety

• 
• Host

• 
• Dispute

• 

If the user has shared their concerns, the dropped call _____ will not be used by support ambassadors. In such cases, best practices for Callbacks and voicemail and Email follow-ups will be applicable

You are mediating a Pet Fee between the guest and host after host informed that the Guest hasn't been responding to their request in resolution center. What would be the correct contact reason?

Pay attention to highlighted words.

Answer explanation

As the host opened a resolution case already, we would use the contact reason for an existing resolution case.

Match the following contact reasons to the concerns

• Listing registration and regulations

• Host wants to receive information on their earnings

• Host dashboard and ratings

• We do not know what the issue is about

• Collecting local taxes

• Host wants to confirm remittance of tax

• Login or password issues

• Account ownership Verification Airlocks

• No Known Contact Reason

• Host calendar is blocked after hosting for 90 nights

Match the following to form a concern.

• by mistake

• 
• Issues

• 
• Guest ___ house rules

• 
• Lock

• 

Hosts informed us of a unknown party member in the listing that they are not aware of, what would be the correct contact reason?