Notes
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1. FIRST RESPONSE (within 30 seconds) [ answer should be on the basis of last 5 messages]
2. Empathy/apology/Acknowledgement as per customer's VOC
3. Information to be shared as per YODA.
4. DEAD AIR & HOLD (less than 120 secs i.e. 2 mins)
5. FURTHER ASSISTANCE (after 1 minute of sending the last informative message to the cx).
6. SURVEY (after 110 secs of asking FURTHER ASSISTANCE).
7. BRANDING
8. GREETING
9. CLOSING THE CHAT (within 60 seconds of pitching the survey to the customer)
10. TAGGING (basis on the first VOC)
Chat 1- Delivery agent number
Delivery related query
Where is my order
I want to continue the conversation over the chat
FR- I certainly understand your concern.
Need not to worry, I will surely help you out.
Please allow me a moment while I look up the details for you.
Thanks for waiting.
I would like to let you know that .................................................
Is there anything else I can assist you with?
Chat 2- Delivery related query
I want to continue the conversation over the chat
FR- Please proceed with your concern.
Are we connected?
Incomplete chat
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