Notes
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Chat Flow and Timelines
1) Opening (within 30 secs)
2) The maximum gap between 2 messages can be < 2 minutes
3) a) DEAD AIR (uninformed hold)----> < 2 mins
b) HOLD ---> < 2 mins
4) Further Assistance ( asking for additional help) ----> after 1 minute of the previous query completion
5) a) No response >>> 2 minutes (Feedback ++ Branding ++ Greeting)
b) YES >> Please proceed with your concern, again ask for FA post completion of the query
c) NO >> without any wait (Feedback ++ Branding ++ Greeting)
Chat elements:
1) Opening (Hi my name is Poonam, I am here to help you, How may I assist you)**
2) In case he has not informed the concern--->Please proceed with your concern.
b) Incomplete concern---> Please elaborate your concern.
c) Informed concern---> Acknowledgement ---> I certainly understand your concern.**
d) Assurance----> Need not to worry, I will surely help you out.
3) if required (HOLD) ---> [Inform ++ Courtesy**] Thank you for patience, Thanks for waiting.
*** Information
4) Further Assistance (After 1 minute)---> Is there anything else I can help you with?
5) Feeback ++ Branding ++ Greeting
6) Tagging ---> Issue type & Sub Issue Type **Refer YODA
7) Resolution----> Resolved/ Unresolved
Quality---> 100%
Markdown (Step marking),,,,,, FATAL (zeroooo),,,,,,,,,,,,,,,,,,,ZTP
FATAL
1) Incorrect information
2) Incomplete Information
3) Incorrect Tagging
4) Legal Guideline
5) Closure (within 4-5 mins)
5) Further Assistance , Feedback (Before the timeline)
MARKDOWN-----> Grammar (15%)
Sentence starting:
I would like to inform you
I would like to let you know that
I am sorry to let you know
the seller
"F"lipkart
"F"lipkart "P"lus
"Product Name"
Date format: Septemeber 26, 2020 (Month XX, XXXX), October XX, 2020
Single 'I' is always CAPTIAL
INCOMPLETE/INCONCLUSIVE CHAT**
Opening
Please proceed with your concern.
Wait for 1 minute
Are we connected?**
Wait for 2 minutes----> End/Resolve [Generic >> Others]
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