Subject: Re: Chats
From: Mustehsan Siddiqui <[email-masked]>
To: Saurabh Dadu <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Malik Ismail <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Thu, 25 Nov 2021 15:30:00 +0000

Ok, let's do a POC and look at the numbers for next 2-3 days.

Thanks.

Get Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: Saurabh Dadu <[email-masked]>
Sent: Thursday, November 25, 2021 7:10:12 PM
To: Mustehsan Siddiqui <[email-masked]>
Cc: Jessie Caparas <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; Shakeeb Arsalan <[email-masked]>
Subject: Re: Chats

External email sender, please take precaution.

Hi Mustehsan

The chats from auto ticket  will be tagged separately and won’t count in billing twice

Regards,

Saurabh Dadu
LiveSalesman

On 25-Nov-2021, at 8:22 PM, Mustehsan Siddiqui <[email-masked]> wrote:

Hey Saurabh,

I have one more apprehension, doing these couple of things will duplicate our contacts which means additional billing. How will we manage that?

Regards,

Mustehsan Siddiqui

From: Saurabh Dadu <[email-masked]>
Date: Thursday, 25 November 2021 at 1:58 PM
To: Mustehsan Siddiqui <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Subject: Re: Chats

External email sender, please take precaution.

Hi Mustehsan,

Please see my answers below to your queries:

In the Chat bot flow, we would like you to please ask the customer to describe his/her question in detail. – We already have sufficient details collected by the BOT, i.e. – Order ID, email Id & reason of contacting us. Not sure what else we need to capture. We understand this ask is only because agents are not able to timely handle the chats, which leads to drop chats. ​The current chat bot only asks a high level question - Like - Why are you contacting us - for example "Returns", and then gives a generic return process. If the customer says not helpful, it is transferred to a chat agent, but the chat agent doesn't know a specific issue of the customer. Therefore we must ask the customer to explain their issue here, so when an agent attends to the customer, he has enough information to help them.

What that would do is if the customer has abandoned the chat, we will ask the agent to respond to customer's questions by email. – Assuming this will convert the chat contact into a ticket, who will be responsible to answer these tickets & at what time during the day? Our assumption is this will only add to more workload on the agents working during night shift. The same agents would be responsible for answering these tickets. You are 100% right in saying this would increase the workload, but with current set-up we are missing hundreds of chats daily where the customer has moved on while he was waiting for an answer. We wish to make sure all customers are responded to, even if there is a delay.

Also, its important to mention to the customer within the process that given high volume of incoming inquiries, we are experiencing longer wait times. If they do not wish to wait, they can leave a message in the chat with all the details and we will email them back. – This is fine & we can agree to this, however, we need the statement to be vetted by our team before we implement it. Please see below:

We are experiencing high volume of incoming chats leading to high wait times. If you do not wish to wait, you can describe your query below, and we will get back to you by email.

Thank you, we've received your query, and a support case has been created. You will receive a reply directly on your email. Thank you for cooperation



Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Mustehsan Siddiqui <[email-masked]>
Sent: 25 November 2021 2:54 PM
To: Saurabh Dadu <[email-masked]>
Cc: Jessie Caparas <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; Shakeeb Arsalan <[email-masked]>
Subject: Re: Chats

Hi Saurabh,

Couple of apprehensions from our end, I have highlighted my remarks in yellow in the trail.

Regards,

Mustehsan Siddiqui

From: Saurabh Dadu <[email-masked]>
Date: Thursday, 25 November 2021 at 11:58 AM
To: Mustehsan Siddiqui <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Subject: Re: Chats

External email sender, please take precaution.

Dear Sirs,

Waiting for your confirmation

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Mustehsan Siddiqui <[email-masked]>
Sent: 24 November 2021 1:47 PM
To: Saurabh Dadu <[email-masked]>
Cc: Jessie Caparas <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; Shakeeb Arsalan <[email-masked]>
Subject: Re: Chats

Hi Saurabh,

Mahmoud & Malik will connect with you to explore these options, post reviewing we will confirm if it is ok to proceed.

Regards,

Mustehsan Siddiqui

From: Saurabh Dadu <[email-masked]>
Date: Tuesday, 23 November 2021 at 8:01 PM
To: Mustehsan Siddiqui <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Subject: Chats

External email sender, please take precaution.

Hi Mustehsan,

During the WW period, the chat wait time often exceeds the time where a customer is happy to wait for an answer, and often abandons a chat before he could be connected to an agent.

In the Chat bot flow, we would like you to please ask the customer to describe his/her question in detail. – We already have sufficient details collected by the BOT, i.e. – Order ID, email Id & reason of contacting us. Not sure what else we need to capture. We understand this ask is only because agents are not able to timely handle the chats, which leads to drop chats.

What that would do is if the customer has abandoned the chat, we will ask the agent to respond to customer's questions by email. – Assuming this will convert the chat contact into a ticket, who will be responsible to answer these tickets & at what time during the day? Our assumption is this will only add to more workload on the agents working during night shift.

Also, its important to mention to the customer within the process that given high volume of incoming inquiries, we are experiencing longer wait times. If they do not wish to wait, they can leave a message in the chat with all the details and we will email them back. – This is fine & we can agree to this, however, we need the statement to be vetted by our team before we implement it.

This should be fairly simple and not time consuming to implement.

If you don't want to edit you chatbot flow, we can put in this automation directly in the chat from Freshchat and implement.

Awaiting your response.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com