Notes

Consultant opening

[Customise the opening based on product, issue and subissue selected by the customer - e.g. Hi Dhruv {customer_name}, I see that you'd like to know the order status of the Le ECO 1s that you had purchased on the 1st of May; I see that you had requested an exchange for the Nike shoes due to size issues and you would like to know the status]

I'll be more than happy to help you out.
Let me look up the details for you.
I'll get back to you with the information in a minute.
Let me check that for you right away.

Hi, my name is Vishal.How may I help you today?
Hi, this is Vishal from Flipkart. I will be assisting you today with your query.
______________________________________________________________________________________________________________________


Research time/ hold time

Let me check that. It’ll just take a minute or two.

I'll check that for you right away.

Please give me a moment while I look up the details for you.

Could I take a minute to go back and check on this for you?

Sorry about that, {customer_name}. Please give me a minute or two to check this.

Sorry about that, {customer_name}. Let me check this for you right away
-------------------------------------------------------------------------------------------------------------------------

Additional hold:

Sorry to keep you waiting, it's taking a little while to get this information.

Thanks for waiting, I just need a couple of minutes to check this further.

Sorry to keep you waiting as it is taking longer than usual to fetch the details. Please give me a few more minutes.

---------------------------------------------------------------------------------------------------------------------------

Release hold:

Thanks for waiting.

Repeat hold release:

Thanks for your patience.

------------------------------------------------------------------------------------------------------------------------

Check if issue has been resolved


I hope I was able to help you out today.
Hope that the information I've shared has been helpful.
I hope I've resolved your query successfully.
I hope that you're satisfied with the {details/information} provided.
I hope I've provided you the details you were looking for.
I hope I was able to help you with the information you needed.

-----------------------------------------------------------------------------------------------------------------------


Apology and empathy

I'm sorry to hear that.
I'm sorry about the issue you're experiencing while searching for the {product_name}.
Really sorry about that. {issue eg. - customer searching for a product but different category showing up}


-------------------------------------------------------------------------------------------------------------


Check for other questions and help accordingly "-

Is there anything else that I can help you with today?
Do you have any other questions for me?

[If customer has other questions]

Certainly. I'll be happy to help you with that.
I can definitely help you with that.
Sure. Let me look up those details for you.
Yes, I'll be more than happy to assist you with this {information/details}.


--------------------------------------------------------------------------------------------------------------


Closing "It was a pleasure assisting you {customer_name}.

I'm glad I was able to help you out.

Happy shopping!

Have a great day/evening!

Have a fabulous day!"

--------------------------------------------------------------------------------------------------------------


Appreciation "- Thank you! I'm glad I could help.

Thanks for the kind words. Always happy to help!

That made my day! It was a pleasure helping you today.

Thank you so much for that.

Thank you for your feedback, {customer_name}. It'll definitely motivate us to keep doing a great job."

------------------------------------------------------------------------------------------------------

Feedback

I’ll make sure it’s passed on to our team. (Product/ feature related)

Sorry about that, we'll share the feedback with {courier_name} so that they can put additional measures in place to make your shopping experience a delightful one. (Service related)

Yes, I understand that. I’ll pass it on to {our team/seller/courier service provider} so that we/they can work on it. (Feedback for improvement)"

------------------------------------------------------------------------------------------------------------

Self-serve promotion "-

Here's a link to track your order status easily: {link}

You can request a replacement in a few clicks here: {link}

If you've changed your mind about an order, you can cancel it here: {link}

You can request an exchange for your {product type e.g. T-shirt, Jeans} in no time here: {link}

Getting your invoice is easy, just click here and we'll have it emailed to you in no time: {link}

You can track your shipment here instantly: {link}

For quick answers to your questions, you can also visit our Help Centre: http://www.flipkart.com/helpcentre


------------------------------------------------------------------------------------------------------------------------

Adding Gift Card to Wallet

Here's how you can add a Gift Card to your Flipkart Wallet and pay for your purchases:

Click on https://dl.flipkart.com/dl/account/wallet?cmpid=chat_promo_wal
Click 'Add to Gift Card' under the 'Gift Card' tab
Enter your Gift Card number and PIN
Click on 'Confirm' and the Gift Card details will get added to your Flipkart Wallet
-------------------------------------------------------------------------------------------------------

PhonePe Wallet Activation

Here's how you can activate PhonePe wallet by following these simple steps:

Go to 'My account' section of your Flipkart account
Click on 'My wallet'
Select 'PhonePe wallet'
Click 'Activate'
---------------------------------------------------------------------------------------------------



Transfer money from PhonePe wallet to account:

You can transfer money from your PhonePe wallet to your bank account any time using the ‘WITHDRAW’ option available under 'PhonePe wallet' and the amount will be credited to your account instantly.

For more details on your PhonePe account click here: http://bit.ly/2n8QtcH."

-------------------------------------------------------------------------------------------------

Wallet amount Transfer (Using the ‘WITHDRAW’ option) - Please click the following link to activate PhonePe wallet and to access the amount in your waller: http://fkrt.it/sDaM4ONN
PhonePe wallet is a new feature in the wallet section that can be used to make quick and hassle-free payments every time you shop for your favourite products on Flipkart.
You may also choose to top up the balance in your PhonePe Wallet up to ? 20,000. You can have this transferred back to your card or bank account whenever you like.
To withdraw the amount from PhonePe wallet, please select PhonePe wallet from Payments and click on 'Withdraw PhonePe Balance'.
Now in the 'Add an Account' section enter the beneficiary details and click on 'Withdraw Wallet'.



--------------------------------------------------------------------------------------------------------



Customer using profanity / being abusive {customer_name},

I understand that you're upset about the {issue}. I've been trying to do my best to help you out and would request you to please avoid using {abusive language/profanity}.

[If customer continues using profanity/abusive language]

I'm sorry {customer_name}, as you're continuing to use {abusive language/profanity}, I'll be discontinuing this chat. Have a good day!

-----------------------------------------------------------------------------------------------------------------

Spam chat "{customer_name}, please let me know if you have any questions and I'll be more than happy to help.

[If customer continues to ask non-relevant questions]

I'm sorry, since the questions you have are not around a product you wish to buy, I'll not be able to help you.

If customer still insists

{customer_name}, I'll be ending this chat session. Have a good day!

----------------------------------------------------------------------------------------------------------------



Customer states he/she does not understand the resolution provided

{customer_name}, I'm sorry about that. We'll give you a callback at {order_contact_number} in the next {TAT} to help you with {issue type}.
-----------------------------------------------------------------------------------------------------------------


Deals/offers are better with competitors "- The offers are for a limited period and vary based on the seller. You can be sure that sellers always try and get you the best deals.
- The sellers will do their best to get you more offers and deals so you can buy your favorite products on Flipkart.
- We always let you know once the prices for your favorite products drop so you can buy them at a great deal.
--------------------------------------------------------------------------------------------------------------


Request to chat in Hinglish/any other language "[Request to chat in Hinglish]
- At the moment, we can only chat in English. May I go ahead and help you with your request?

[Request to chat in any other language]
- At the moment, we can only chat in English. No worries, I can request a callback for you in your preferred language within the next {TAT}. May I go ahead and request that?


---------------------------------------------------------------------------------------------------------------------

Typo "[Minor typo for example 'Refund' typed instead of 'Refund']

Sorry about the typo {typo}. I meant {right details}.

[Major typo for example ''Yo ave"" instead of ""You have""]

Sorry about that, please ignore the above line. Here are the details {corrected details}"
-----------------------------------------------------------------------------------------------------------------

System issue (Smart Assist) "- We'll be able to help you with that in the next {TAT}.

[If customer can perform the action on self-serve]

Meanwhile, if you like, you can request a {e.g: Cancellation/Return/Exchange} here: {My orders link}.
Meanwhile, if you like, you can track your order status here: {My orders link}.
Meanwhile, if you like, you can request a copy of invoice here: {My orders link}.
"
------------------------------------------------------------------------------------------------------


Customer would like to get a call back "- Sorry, we currently do not have the option to initiate a call.

However, I'll be more than happy to help you.

If you like, you can click here {contact us page} to check other available contact options.

"


---------------------------------------------------------------------------------------------------

Escalated to another team We'll look into this and will get back to you with an update within {TAT}.


"Customers seeking information from unregistered account (failed to verify the customer details)

Note: Applicable only for cases which do not fall under the scenarios 1, 2 & 3 mentioned in Yoda update" "- Sorry {customer_name}, we are unable to fetch the information for you without these details:

{Mention the details required}

You can get back to us with the requested details so we can help you with your {query/request}."
-----------------------------------------------------------------------------------------------------------------------


"Customers seeking information from unregistered account (failed to verify the customer details)

Note: Applicable only for cases which do not fall under the scenarios 1, 2 & 3 mentioned in Yoda update" "- Sorry {customer_name}, we are unable to fetch the information for you without these details:

{Mention the details required}

You can get back to us with the requested details so we can help you with your {query/request}."

--------------------------------------------------------------------------------------------------------------



Probing for missing product Could you please let me know if the seal on the product box was broken or tampered with when you opened the external packaging?


-------------------------------------------------------------------------------------------------------------

QikPod "- You would have received two separate SMS texts from EKART and QikPod with the PIN and location details on your registered mobile number. Could you please confirm the same?
- We'll inform the seller's partnered parcel locker service provider to share the details again on your registered mobile number {number} and it might take upto {TAT}."

-------------------------------------------------------------------------------------------------------------


Price Adjustment (TOA) Sorry to hear that {mention the issue}. We'll have the seller add Rs. {accessory/freebie cost} to the Gift Card section of your Flipkart account within {TAT}. You can use this amount within a year to buy anything from a wide range of sellers on Flipkart.

------------------------------------------------------------------------------------------------------------------

Subscribe "- You can subscribe to detailed updates on your order status by visting the 'My Orders' section of your Flipkart account and clicking the 'Subscribe' button after choosing the relevant order.
Please note that the subscribe option is applicable only for orders with single items and not for orders with multiple items/replacement items."


------------------------------------------------------------------------------------------------------------------------

No response from customer "[No response for a minute}

{If consultant has provided the complete information}

I hope that information has helped you, please let me know if you'd like help with anything else?

{If consultant has asked customer a question}
{customer_name}, please share the details so I can help you further.

[No response for 2 minutes}

{If consultant has provided the complete information}

{customer_name}, Is there anything else you'd like my help with?

{If consultant has asked customer a question}
{customer_name}, waiting for an update from you so I can help.



"
---------------------------------------------------------------------------------------------------------------------

Buy Time "- We understand that you want to {Customer query eg: know about the specification of Moto X}.

Thanks for your patience."
----------------------------------------------------------------------------------------------------------------------



As I can see you have choose Realme Narzo 10 (That White, 128 GB) (4 GB RAM) and you want to order this phone.

I would like to tell you that this phone is not available at the moment.
you can click notify button to get update when this phone is available.