Notes

============== wao call
https://docs.google.com/forms/d/e/1FAIpQLSdE6Ex5DZnFHv1hF6Tukxonaw2NAhauR7imQT1-io0-DNf_IQ/viewform
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Muneesh: 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 will be excluded
Customers will be called, and informed that the installation service is not generated and ask the customer if installation is needed post delivery.

Charges will be informed basis update the catalog if customer asks about it.

Comms template
Customer says installation is not needed- Inform customer about the delivery promise date and close the case.

If customer asks about return policy, inform customer it won't be void and will be calculated 10 days from the date of delivery

Customer says installation is needed- Inform the customer, that once the product gets delivered a new call will be logged and normal TAT for installation will be 2-3 days for completion from the time it's logged.

If the customer says the address needs to be changed for installation, inform the customer that if the pin code is serviceable we can honour it. Keep a followup on delivery promise date and fill the form.

Incident level notes will be added once the calls are logged with a promise date also, they can also be seen in the tracker and CRM.

CS design will keep a track of these cases in the backend and log manual calls in bulk once orders are delivered.

Order cancelled anytime- Solved NRR without calling

Order delivered- Call the customer, login to CRM and check if call is logged/ check incident level notes

Call logged Share the promise date and followup till installation completion.

Call not logged- Send a mail to [email protected], [email protected].

Installation cancelled- Confirm address and phone number, and fill the form.

If a customer says he needs installation later, ask time when needed- He says post 5 days close case and ask to contact Flipkart or brand when needed. Post 30 from date of delivery, days he needs to contact the brand only.

Installation done- Confirm and close

Installation delayed- Fill the form (Select Submit a new escalation, Source- Proactive escalations) and take a time of 24-48

hours for resolution. Keep the incident in followup and setup a followup time of 48 hours

Customer called post 48 hours(Check what is the response given by BSD team in the tracker ,Check all the sheets):

Installation done- Confirm with the customer and Close the case.

Installation not done, ask customer if any call was made, appointment was taken

Customer dependency- Follow steps mentioned under “Customer rescheduled for future date, ask when Installation needed”
Jeeves/brand dependency-Follow Up till Installation completion.







Volumes seen in past where the ticket is not generated is as below:







[10:20 AM, 12/16/2020] Muneesh: 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}?

2.
If customer confirms that he/she is the right person, continue with the call
Thanks!



3.
{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}


{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.