Notes
Notes - notes.io |
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Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284
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Callme experiment //cx didn't required callbacK
Callme experiment //Call didn't connect to cx
Callme experiment //cx drop the call in between
Callme experiment //no response in between the call so call dropped after 3 warnings
Callme experiment //language issue///email guided to cx
Callme experiment //language issue///email guided to cx//after that cx drop the call
Callme experiment //cx did not have order details //ask cx to check order details and then gave call back request //cx agreed
Callme experiment //cx said he is busy/right person not available /// so ask cx to gave call back request when he will free//cx agreed
issue: cx want to know about the order confirmation//product details//product price///product quality
action: na
communication: details shared with cx
issue: cx want to know about the coupons and promo code
communication: details shared with cx
order status:
issue: cx want to know about the order status
action: na
communication: delivery date shared //ddr shared//ask cx to delivery asap
delay dispatch msg sended to cx
ofd case:
issue: cx want to know about the order status
action: na
communication: order is ofd //ask cx to wait till end of the day .. fe number shared//courier partner number shared .. cx agreed
cx want call back from courier agent and want order before 2pm today
cx address:
landmark:
contact no:
ud case:
issue: cx want to know about the order status //order marked undelivered
action: complaint raised /FNDR filled//rescheduled delivery//address verified with cx
communication: tat shared 24-48 hrs//cx agreed
return/replacement:
issue: cx want to return the product //as product mic cover is missing //cx want refund
action: return req raised
communication: tat shared 24-48 hrs //cx agreed(rpi not intiated)
issue: cx want to return the product //as product mic cover is missing //cx want refund
action: return req raised
communication: tat shared 2-3 days for pick up //cx agreed(rpi intiated)
issue: cx want to replace the product //as product mic cover is missing //cx want replacement
action: replacement req raised
communication: tat shared 24-48 hrs //cx agreed(rpi not intiated)
issue: cx want to replace the product //as product mic cover is missing //cx want replacement
action: replacement req raised
communication: tat shared 2-3 days for pick up //cx agreed(rpi intiated)
cancel :
issue: cx want to cancel the order as cx did not need it
action: req taken
communication: ask cx to refuse at the doorstep if delivery attempts as order is in shipped status
issue: cx want to cancel the order as cx want other product
action: req taken
communication: info shared //order is cancel //cx get information through sms
issue: cx want to know about the reason of the cancellation of his order
action: na
communication: cancelletion reason shared with cx ///req cx to place the order again //apology done///cx agreed
issue: cx want to know about the reason of rto
action: na
communication:rto reason shared with cx /// req cx to place the order again //cx agreed
late/stuck:
issue:order is late beyond promise date
action: complain taken
communication: tat shared 24-48hrs///cx agreed
issue:order is stuck at one location
action: complain taken
communication: tat shared 24-48hrs///cx agreed
issue: Callme experiment //cx asked about refund req status // puc already done//still not updated
action: rl filled /// apuc stage already selected
action: tat shared 24-48hrs//cx agreed
issue: cx ask for refund status
action: na
Com: ask cx to share bank details // cx agreed
issue: cx asking order failed but payment deducted
action: na
communication: tat shared 72 hrs for refund
issue: cx asking order is showing delivered but not receieved
action: complaint already taken
Com: tat shared 6 days ///cx agreed
issue: cx ask for refund status // refund already initiated
action: na
Com: TAT shared 7-10 working days // cx agreed
issue: Callme experiment //cx want urgent delivery
action: urgent delivery req raised
Com: dispatched date & DDR shared //ask cx we will try to deliver earlier /// cx agreed
issue: Callme experiment //cx asked about refund req status // puc already done
action: na
Com: complete refund process shared//ask cx to refund asap /// cx agreed
issue: cx want to change the address
action: na
communication: address changed successfully as per cx voc
issue : cx asking PUC not done
action:RL panel filled//puc resheduled
Com: TAT share 2-3 days // cx agreed
issue: Callme experiment //cx ask for refund status // refund already initiated on 07/04/2021 /////cx said refund not receieved
action: complain taken
Com:info shared as per mail/// ask cx to share bank statement /// tat shared 24-48hrs///cx agreed
issue: cx asking he order for 3 products ///2 products are missing in order////cx requested for refund but refund is recieved for only 1 product rs 2294 and remaining amount rs 4589 is still not recieved
action: complain taken
Com: tat shared 24-48hrs///cx agreed
issue: cx asking courier agent taken rs 300 extra from customer
action: complain taken
Com: tat shared 24-48 hrs///cx agreed
csat link: http://172.16.201.107:8080/agent-dashboard/ob.php
new notes: https://notes.io/NGfk
call drop form link: https://docs.google.com/forms/u/0/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/formResponse
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