Subject: Fw: Observations For Client Escalations On Chat
From: Deeksha Dadu <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Date: Fri, 25 Nov 2022 06:22:06 +0000

[11:47 am] Bidipta Dutta

there were only two situation where the customer did not share the order details one for hessah an done for tawfik

[11:47 am] Bidipta Dutta

Hessah - https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681947635591064 - no order details found with the email/contact number

Tawfik- https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681942742713610 - multiple orders need to confirm the order for which customer wanted to know the return process

________________________________
From: Bidipta Dutta <[email-masked]>
Sent: Thursday, November 24, 2022 2:28 PM
To: Deeksha Dadu <[email-masked]>
Cc: Elharith Elsiddig <[email-masked]>
Subject: Observations For Client Escalations On Chat

Hello Deeksha,

As requested please find below one liner observation for both the agents "Hillah" & "Tawfik" for the complaints received for their chats -

Hessah-

1. https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681947635591064

Observation: No order Id mentioned on the BOT conversation, agent asked for the order details. No response from the cx, hence the agent disconnected the chat.

2. https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681872675217499

Observation: The customer contacted for order status, the agent asked the cx to confirm and validate the address and contact details to get his order delivered. Also this case been escalated on 5325124

3. https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681960901831398

Observation: The customer contacted for order status, the agent asked the cx to confirm and validate the address and contact details to get his order delivered. Customer not responding hence the agent closed the chat. However, agent could have escalated the chat directly to expedite the process. Still as per process we confirm the customer's contact details and then only escalate to the courier team.

4. https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/68033941166
Observation: Customer asking about order collection from store, agent checked and inform the order will be ready for pickup within the expected delivery date.

Tawfik-

1. https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681942742713610

Observation: The customer contacted for refund process, No order Id mentioned on the BOT conversation to check or create return/refund. Customer not responding hence the agent closed the chat.

Warm Regards,
Bidipta Dutta