Notes

LOB - line of business
CC Email, Portal, Delta ..

How we operate-
1) cx logs in -
order place
DE , RX Received the order
DE received the order in application.
Due to pop up.
DE arrived and picked the order..
Lightning fast delivery
delivered to Cx.

OMT - Order Management Team.

1) verification Team

Helps in verify the creation The phone no. and Email address of the cx .

2) Placing team -

Helps in verifying any issue in the application or in the application of the restaurant , customer , delivery partner and any application related issue they resolve.

3) DE Assistance -

If any type of issue DE is facing regarding to his bike and anything like app issue the team solves.

4 ) Follow up team-

Who follows up all the above scenarios.

# Inbound - Outbound

We receive the call - make the call

CX Care - inbound ( super and BAU)

Super - is a subscription - BAU - Business as Usual.

* Email-

Priority Queue

FRT -First response Time

Email - Business - Delta - Portal

* Priority queue - People who order food in a a bulk and on regular basis.

* Portal - only for food related quires tickets

* Delta - Non food and =- food related , coupon , refund .

*#*Escalations - Negative impacts of Swiggy.

* Social Media , like on twitter

*SWAT Team.

the team deals with scenario Such as email ID phone no is misused any other kind od fraud Misuses of Swiggy wallet.

* Safety queue - deals with the safety of DE and the cx , if DE is misbehaving with cx if DE met with an accidents, If DE Theft anything,

IGCC - Initiated Gratification CX compensation.
( Accounts Team)

* Rx Recovery - Swiggy recovered Money from RX.

* Refund and Gratification - Giving Refund and Coupon.

* Partner support - Rx are the partners of RX .

* Inbound - Rx calling Swiggy, (Change in menu which the Rx bill related highlighted to Swiggy )
* Tickets - From RX end .

Core value Email Etiquette.

The proper way to responding to cx,
Two types of email - Formal & informal.

ANATOMY OF AN E- mail.

*To- The people who you are sending the email to
* CC- Carbon Copy
Generally used to keep people in the loop with no expectation of a reply.

*BCC( IF NECCESSARY )
The email address of the recipients specified in this field do not appear in the received messages.

* Subjects - The focus of the email.

* Body - The main part of the email.

* Signature - The name of the person who sent the Email.


TOOLS - tools used in CC - email LOB

* One view
* Fresh Desk

TAT - Turn around time

Packaging Time - 5 Hours TAT - After five feedback taken

Quality issue time - 24 Hours
Quantity issue
Wrong items

SLA - (Service level agreement )
41 min - 44 min SLA not breached
54 min - 44 min we take 10 minutes of buffer. ( SLA not breached )
54 min - 55 min SLA Breached . ( 11 min)

FOR delay ORDERS - We take 20 min of buffer ..

Scenarios for SLA -
* the food is cold
* My Ice cream got melted
* My shake goes warm.
* Cake got melted.

In Quality issue SLA is mandatory.

Variants - The cx ordering type of food like Half , Full and Mini. ( wrong ITEMS )

Missing items - (We didn't ask for an images. )

Rx page purpose - We visit the Rx to check the items description to check the items in the menu.
combo, thaalis, and anything is missing from food.

If the issue is reported post five hours, In the case of packaging and s[pillage. we will only share feedback with the cx and for the rest of the scenariosit is 24 hours.
If the cx is lnked with the High abusive alert we will share feedback with the cx.

If the IGCC time is msmached we will share only feedback with the cx.

Hive - ONE VIEW

Segments of cx .

High value
medium value
low value
new user

Total lifetime orders- total number of Swiggy orders.

Lifetime AOV - Average order value

Lifetime IGCC Claims - > 15 , = < 15

Lifetime IGCC grants - Given compensation by bot automatically,

Last 60 days order counts .

LAST 60 days IGCC Claims .

Last 60 days bad order count.

Last 60 days exception counts. - upto 6 , More than 6

Super one status - Active / Not Active

Referral count - reference given by the cx to people by the link.

Saved address- How many addresses saved by the cx, Swiggy provide food in in limited address.

COD Status - Enable - disable
where we can check the cx is eligible for cancellation fee reversal Yes or No.
YES - when he is eligible for a cancellation fee reversal if any case the cancellation fee has been charged.
NO- when he is not eligible for a cancellation fee reversal.
The capping value of the cx cancellation fee reversal is 700 Rs.

Two types of cancellation -

cx driven cancellation. - when the order is canceled by the cx end.

Swiggy driven cancellation. - When the Rx si shut down ,
DE not available to deliver the order to the cx,
DE stuck somewhere and not able to deliver the order and we are also not able to find the another delivery partner to deliver the order,

Swiggy doesn't charge anything if the cx is saying I don't want this order now as per we can give one time exception to the cx.

Why COD is desabled ?
because when the cx is not receiving COD orders and he cancel the orders after 1 min.

Enabled - COD order regularly paying on online orders.

Social Media escalations - NIA if the cx not escalated any issue on social media .

AON - 2 and more than two years is take as age on of the cx.

ORDERS status -
* cancelled orders
* completed orders ( delivered orders )
* failed orders

Capping values for the cx -

High value - 2000 max. limits.
Medium value - 800 max . limits
Low value - 600 max. limits.
New users - 400 only 50 % is given to the cx.

last 60 days order count
10 to above refund
10 to low coupon.


New value cx - 50% coupon is given
COD - on cash on delivery given coupon to the cx if in case of any segment

We are giving refund to any cx nowdays.

Low Value - Wrong items
we giving coupon in wrong items in low value case.


TWO TYPES OF cx abuse segment.
1) Potentially abusive excercise caution
2) Genuine cx
3) High abusive

New Rule sheet - is used only for geniune cx.

Note- if the cx has ordered the order from Domino's Rx will not give gratification because Domino's provides gratification by itself we will share the feedback only.

Fresh Desk -https://swiggysupport.freshdesk.com/support/login