Notes

[10:19 am, 16/12/2020] Munish Sir Tl 2: SAAL- Service As a Listing

Context- There is a 3-4% failure rate in SAAL where installation service is not generated, but the product is eligible for installation.

Why does it happen- Tech issue/customer opted out



What is the suggestion- CS will pick these cases when an order is placed, outcall the customer to inform that the service timeline is not generated for installation and confirm if he would like to have an installation arranged post delivery

Impact- ~78 bps on Large RR, ~85 bps on Large Furniture RR

Workflow:
Data will be pulled by the Design/FB team, where the product is installable, but the ticket is not generated for installation.
Bulk incidents will be created under ADHOC notification and moved to Design pilot 15. Any cancelled orders wil…
[10:20 am, 16/12/2020] Munish Sir Tl 2: INSTALLATION REQUIREMENT CONFIRMATION | OUTBOUND COMMS
CX COMMUNICATIONS


Brief: Now on placing any order from the large category, the installation option gets added as a separate item along with the product that can be removed as per choice. However, due to a tech issue, this option is getting automatically removed from the order even though customers are opting for it. All such customers and also the ones who chose to remove it themselves will be called to check if they need installation for their product. An outbound comms flow has been created for the same.


Sl.No
Scenario
English
Hindi
1.
Introduce yourself



Hi, my name is {consultant_ name} and I’m calling from Flipkart. Am I talking to {customer_name}?


Namaskar, mera naam {consultant_name} hai aur main Flipkart se baat kar raha/rahi hoon. Kya main {customer_name} se baat kar sakta/sakti hoon?
2.
If customer confirms that he/she is the right person, continue with the call
Thanks!
Dhanyawaad!
3.
Context
{customer_name}, this call is about your recent order for {product_name} on Flipkart and will just take a few minutes of your time, may I go ahead?

{If customers agree, continue, else close call and check suitable time for a callback}
{customer_name}, ye call aapke haal hi mein Flipkart pe order kiye gaye {product_name} ke baare mein hai. Iss call mein aapka thoda hi samay lagega. Kya main aapse baat kar sakta/sakti hoon?

{If customers agree, continue, else close call and check suitable time for a callback}
4.
Check about installation requirement
We wanted to check if you would like to opt for the installation service for your {product_type}.
Hum yeh janna chahthe the ki kya aap apne {product_type} ke liye installation service lena chahenge ki nahi?
5
If customers say ‘Yes’
Thanks for the confirmation, your product will be delivered to you by {promised_date} and a service engineer from the {brand/Jeeves} will visit your place within {TAT} after the product is delivered to complete the installation of your product. You’ll also receive an email and SMS with the installation details.
Confirm karne ke liye dhanyavaad. Aapka product aapko {promised_date} ko deliver kiya jayega aur {Brand/Jeeves} se ek service engineer product deliver hone ke baad agle {TAT} ke andar aapke product ka installation poora karenge. Aapko installation details ke saath ek email aur SMS bhi mil jayega.
6.
If customers say ‘no’
That’s alright, please note that your product will be delivered to you by {promised_date} and you can get in touch with us through the ‘Help Centre’ section of our app if you need any assistance. Thanks for your time. {customer_name}. Have a great day.
Koi baat nahi, kripya dhyan den ki aapka product aapko {Promised_date} ko deliver kiya jayegaa aur kisi prakar ki madad ke liye aap humse humare app ke ‘Help Centre’ bhaag se sampark kar sakte hain. Aapke samay ke liye dhanvayaad, {customer_name}. Aapka din shubh rahe.


7
Closing
Thanks for your time. {customer_name}. Have a great day.


Aapke samay ke liye dhanvayaad, {customer_name}. Aapka din shubh rahe.

Address change https://docs.google.com/forms/d/e/1FAIpQLSfCs5q2ipYWpR_ubDugAiibF6WonR5VY7suFHyP-OYqAzj5aA/viewform