Subject: Re: What’s app visibility on Ecom site ..
From: Niren Dsouza <[email-masked]>
To: murtaza kutiyanawala <[email-masked]>
Cc: saurabh <[email-masked]>, Ankit Arora <[email-masked]>, deepak devasia <[email-masked]>
Date: Tue, 19 Jan 2021 02:51:38 -0700 (MST)

Hi. Attached is a snapshot of the report. 

Total count of tickets: Overall 				
Total Created Tickets 	14067 			
Open Tickets 	110 			
				
HB LiveSalesman(Facebook) 			HB-LSM-Followup(Whatsapp) 	
Open Tickets 	27 		Open Tickets 	50 
Waiting on Customer 	51 		Waiting on Third party 	19 
				
Total Unresolved 	147 			

Breakup of tickets pending on Facebook : 
Post-Order Inquiry 	Count 		Complaints 	Count 
Cancellation 	1 		Content Issue/complaint 	4 
Collection Follow up 	2 		Damaged/Manufacturing Fault 	9 
Delivery Follow up 	12 		Late C&C 	1 
Refund Follow up 	3 		Late Collection (Returns) 	3 
Return Request/Creating RMA/Return to Store 	6 		Missing Items 	8 
(blank) 			Order Not Shipped/Tracking Not generated 	1 
Grand Total 	24 		Promotions/Offers 	1 
			Refund Complaint 	11 
			(blank) 	
			Grand Total 	38 

Breakup of tickets pending from Whatsapp: 
Whatsapp chat type 	Reason Category 	Sub Reason 	Count 
Customer Services 	Delivery Related 	Delayed Delivery (Furniture) 	1 
Customer Services 	Delivery Related 	Delayed Delivery (HH) 	6 
Customer Services 	Delivery Related 	Delivery Status 	2 
Customer Services 	Delivery Related 	Partial Delivery 	4 
Customer Services 	Delivery Related 	Reschedule Delivery 	2 
Customer Services 	Product Complaint 	Complaint outside Warranty 	1 
Customer Services 	Product Complaint 	Complaint within Warranty 	9 
Customer Services 	Refunds and Cancelations 	Cancelation 	1 
Customer Services 	Refunds and Cancelations 	Refund for Other reason 	2 
Customer Services 	Refunds and Cancelations 	Refunds after Return 	12 
Customer Services 	Refunds and Cancelations 	Return item not received 	4 
Customer Services 	Refunds and Cancelations 	Return Request Initiation 	4 
Mattress Related 	Post-Sales 	Product Complaints 	1 
PreSales 	Other Enquiry 	Offers 	1 
Grand Total 			50 

Total count with ageing of Freshdesk tickets : 

Agents 	0-2 days 	3-4 days 	5-6 days 	7-10 days 	+15 days 	Grand Total 
Abdulsaboor Jawid 	16 		2 			18 
Ali Mohammad Mkhaimer 					1 	1 
Alka Pandey 	1 	1 		2 	8 	12 
Amir Aziz 	2 	2 				4 
Hatem Alqirshi 	15 	1 	1 	1 	1 	19 
Mohd Adeel Akhter 	7 		1 	3 	1 	12 
Mustehsan Siddiqui 					1 	1 
Niren Dsouza 	2 	2 	1 		11 	16 
No Agent 	1 					1 
Saurav Chakraborty 	10 		1 		5 	16 
Tarish Ayubi 	4 	1 			5 	10 
Grand Total 	58 	7 	6 	6 	33 	110 

Regards 
Niren D'Souza 
Team Manager 
[email-masked] 

From: "murtaza kutiyanawala" <[email-masked]> 
To: "Niren Dsouza" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Ankit Arora" <[email-masked]>, "deepak devasia" <[email-masked]> 
Sent: Tuesday, January 19, 2021 2:36:00 PM 
Subject: RE: What’s app visibility on Ecom site .. 

Hi Niren, 

Request you to share a snap shot of the report on the body of the email also if you can include the ageing of the pending tickets 

Regards, 

From: Niren Dsouza <[email-masked]> 
Sent: Tuesday, January 19, 2021 12:58 PM 
To: Deepak Devasia <[email-masked]> 
Cc: saurabh <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Ankit Arora <[email-masked]> 
Subject: Re: What’s app visibility on Ecom site .. 

External email sender, please take precaution. 

Hi Deepak, 

I am attaching the reports of all the unresolved tickets that we have as of 11am this morning. This includes the collated data from both, the Whatsapp and Facebook streams. 

I have classified and separated them on separate sheets. 

Do let me know if you'd like any more clarification. 

Niren D'Souza 

Team Manager 

[ mailto:[email-masked] | [email-masked] ] 

From: "deepak devasia" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Niren Dsouza" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "murtaza kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ankit Arora" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, January 18, 2021 4:10:04 PM 
Subject: RE: What’s app visibility on Ecom site .. 

Hi Niren, 

We need to ensure that there are no tickets open beyond 72 hours, max 4 days. The volumes seems to be less but having open aging tickets beyond 4 days also. 

Also, the daily chat reports send by shows only about 30 to 34 daily chats received. If the volume is so low do we need 7 people for UAE ? 

There does not seem to be any reports or mention of the chats on whatsapp, etc ? 

Murtaza ………………. I hope your are reviewing this ? 

Regards, 

Deepak 

From: Niren Dsouza < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, January 18, 2021 1:48 PM 
To: Deepak Devasia < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: What’s app visibility on Ecom site .. 

External email sender, please take precaution. 

Hi. 

Please find attached herewith the collated reports of all open/unresolved tickets and their status with the Livesalesman team. 

The chat reports have been sent on a daily basis to Murtaza and Nalineedhar. I have attached the latest ones as well. 

I have also replied to your concerns in blue ahead of the points mentioned. 

1. Facebook tickets: 

Facebook tickets 	

	

	

	

	

Name 	

0-2 days 	

3-4 days 	

5-6 days 	

7-10 days 	

11-15 days 	

+15 days 	

Grand Total 

Abdulsaboor Jawid 	

14 	

3 	

2 	

1 	

1 	

1 	

22 

Hatem Alqirshi 	

13 	

3 	

3 	

	

19 

Mohd Adeel Akhter 	

9 	

6 	

3 	

1 	

19 

Niren Dsouza 	

4 	

	

	

3 	

7 

No Agent 	

1 	

1 	

1 	

	

3 

Saurav Chakraborty 	

9 	

3 	

3 	

11 	

2 	

28 

Grand Total 	

50 	

16 	

9 	

15 	

1 	

7 	

98 

2. Whatsapp tickets 

Whatsapp tickets 	

	

	

	

	

Name 	

0-2 days 	

3-4 days 	

5-6 days 	

7-10 days 	

11-15 days 	

+15 days 	

Grand Total 

Abdulsaboor Jawid 	

	

3 	

	

3 

Alka Pandey 	

2 	

3 	

1 	

3 	

6 	

15 

Amir Aziz 	

1 	

2 	

	

	

3 

Hatem Alqirshi 	

2 	

1 	

5 	

1 	

9 

Mohd Adeel Akhter 	

	

5 	

	

5 

Niren Dsouza 	

1 	

1 	

1 	

8 	

11 

No Agent 	

	

1 	

	

1 

Saurav Chakraborty 	

	

	

3 	

3 

Tarish Ayubi 	

1 	

1 	

	

	

2 

Grand Total 	

7 	

7 	

2 	

18 	

1 	

17 	

52 

3. Tickets' status. 

Count of Status 	

Column Labels 			

Row Labels 	

Open 	

Waiting on Customer 	

Waiting on Third Party 	

Grand Total 

Abdulsaboor Jawid 	

1 	

20 	

4 	

25 

Alka Pandey 	

13 		

2 	

15 

Amir Aziz 	

4 			

4 

Hatem Alqirshi 	

9 	

18 	

2 	

29 

Mohd Adeel Akhter 	

5 	

14 	

5 	

24 

Niren Dsouza 	

2 	

5 	

11 	

18 

No Agent 	

2 	

2 		

4 

Saurav Chakraborty 	

1 	

27 	

3 	

31 

Tarish Ayubi 	

3 			

3 

Grand Total 	

40 	

86 	

27 	

153 

Niren D'Souza 

Team Manager 

[ mailto:[email-masked] | [email-masked] ] 

From: "deepak devasia" < [ mailto:[email-masked] | [email-masked] ] > 
To: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Niren Dsouza" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, January 17, 2021 11:56:56 AM 
Subject: FW: What’s app visibility on Ecom site .. 

Niren, 

Did not receive any reports ??? 

    1. As liv salesman was added mostly for what’s app .. how is the customer complaints load. Have appended reports. 
    2. Can we start showcasing what’s app on our site or need to hold ? Whatsapp number can be published again. 

Deepak.. advise 

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