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CX COMMUNICATIONS
Brief: Outbound calling activity to inform customers about an OTA update needed on their television during installation. A follow-up email will be shared.
Outbound comms:
Sl.No
Guidelines
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 call kar raha/rahi hun. Kya main {customer_name} se baat kar sakta/sakti hun?
2.
If the customer confirms that he/she is the right person, continue with the call, else thank the person and close the call.
Thanks!
Dhanyawaad!
3.
Give customers a brief context
Congratulations on the purchase of your brand new {product_name}.
We are sure you are keen to have the installation done for your product and you’ll be happy to know that it will be done {on/by} {date}.
During the television installation process, the service engineer will also install updates provided by the brand that will help optimise the performance of your television. These updates are very similar to the updates done on mobile phones by brands. The service engineer will also provide a demo on how to operate the television and use exciting features.
Aapke naye {product_name}
ke khareedi pe badhai.
Hum samajh sakte hain ki aap iske installation ke poore hone ke liye utsahit hai. Aapke product ka installation {date] {tak/par} poora ho jayega.
Installation ke samay, service engineer aapke naye television par brand dwara diye gaye updates ko bhi download karenge jo aapke TV ke performance ko behtarin banayega. Yeh update brand dwara mobile pe kiye jane wale update jaise hi hain. Service Engineer product ka demo bhi denge aur aapko product ke exciting features ke baare mein jaankari bhi denge.
4.
In case the customer does not want installation or wants to complete the OTA update themselves
Sure {customer_name}, you can install updates provided by the brand by following any one of the steps:
Viewing the notifications on the home page and checking the updates available
Go to settings on the home page-- Device preferences-- About-- System update-- check the updates and upgrade the software
Zaroor {customer_name}, aap brand dwara diye gaye updates iss tarah install kar sakte hai:
Viewing the notifications on the home page and checking the updates available
Go to settings on the home page-- Device preferences-- About-- System update-- check the updates and upgrade the software
5
ToA if applicable
Thanks for choosing us for the purchase of your brand new television and we hope you have a fantastic viewing experience.
Hume apne naye television ki khareedari ke liye choonne ke liye dhanyavaad. Hum umeed karte hain ki aapke television dekhne ka anubhav bahut hi behtarin ho.
6
Close call
Have a great day.
Aapke samay ke liye dhanyavaad {customer_name}. Aapka din shubh rahe.
Email comms:
Email guidelines
SMS
Hi {customer_name},
Congratulations on the purchase of your brand new {product}.
We are sure you are keen to start experiencing the latest features and technology on your television. The installation of your product is scheduled to be completed shortly and you can track it here: {My orders tracking link}
During the installation process, the service engineer will also install updates provided by the brand that will optimise the performance of your television.
You can also choose to install the updates by following any one of the following steps:
View notifications on the home page and upgrade the software
Go to Home Page >>>Settings >>>Device preferences>>> About>>> System Update. Check the updates and upgrade the software
We hope you have a fantastic viewing experience with your friends and family on your brand new television.
Thanks,
Flipkart
Flipkart Update: Congratulations on the purchase of your brand new {product_name}. An OTA update will be completed by the service engineer during the installation to optimise the performance of your television. Happy viewing!
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