Subject: Feedback regarding WA chat - Urgent..!!
From: Mohd Imran <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Malik Ismail <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Thu, 31 Mar 2022 08:41:07 +0000

Hi Saurabh/Deeksha,

We came across one WA chat that was unprofessionally handled.

The customer’s concern was regarding the availability of a gift wrap option and shipping charges, the agent replied to check the shipping cost with the website link. On asking gift wrap option she got a reply with a process on how to apply refund voucher. We cannot give this sort of experience to our customers.

The customer also mentioned that, is she talking to a robot or what?

Are agents even reading the customer’s message before replying?

And what are the maximum number of chats that agents are handling at a time?

We need this agent “Mayar Nasser” removed with immediate effect from chats. And also, please update what action we have taken against her.

https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/search/gift%20wrap/conversation/597548218158865

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Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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