Subject: Re: YTD chat type compiled report
From: Niren Dsouza <[email-masked]>
To: deepak devasia <[email-masked]>
Cc: murtaza kutiyanawala <[email-masked]>, saurabh <[email-masked]>, Manmohan chittlangia <[email-masked]>, Ankit Arora <[email-masked]>, tejendra singh <[email-masked]>, Nalineedhar Kasibhatla <[email-masked]>
Date: Fri, 5 Mar 2021 08:19:33 -0700 (MST)

Hi. 
Listed below is the updated chart with the revised totals for the complete month of February. 

Count of HB Chat Type 			Month 													
HB Chat Type 	Reason Category 	Sub Reason 	Sep 		Oct 		Nov 		Dec 		Jan 		Feb 		Grand Total 	Percentage Totals 
Customer Services 	Delivery Related 	Day of Delivery - Status 	1 		25 		6 		22 		24 		85 		163 	
		Delayed Delivery (Furniture) 	2 		10 		7 		8 		16 		26 		69 	
		Delayed Delivery (HH) 	1 		4 		92 		49 		26 		142 		314 	
		Delivery Status 	18 		217 		442 		394 		321 		966 		2358 	
		Partial Delivery 	2 		16 		52 		51 		50 		81 		252 	
		Reschedule Delivery 	3 		34 		55 		30 		40 		67 		229 	
		(blank) 	10 		8 		50 		6 		1 		15 		90 	
	Delivery Related Total 		37 	16% 	314 	7% 	704 	18% 	560 	40% 	478 	20% 	1382 	19% 	3475 	18% 
	Product Complaint 	Complaint outside Warranty 			4 		10 		2 		3 		6 		25 	
		Complaint within Warranty 	4 		104 		74 		42 		75 		138 		437 	
		(blank) 	3 		2 		1 						11 		17 	
	Product Complaint Total 		7 	3% 	110 	3% 	85 	2% 	44 	3% 	78 	3% 	155 	2% 	479 	2% 
	Refunds and Cancelations 	Cancelation 	7 		75 		114 		98 		86 		163 		543 	
		Refund for Other reason 	1 		29 		50 		31 		54 		75 		240 	
		Refunds after Return 	2 		35 		26 		43 		59 		69 		234 	
		Return item not received 	1 		2 		8 		14 		8 		22 		55 	
		Return Request Initiation 	7 		31 		145 		130 		78 		167 		558 	
		(blank) 					12 		2 				48 		62 	
	Refunds and Cancelations Total 	18 	8% 	172 	4% 	355 	9% 	318 	23% 	285 	12% 	544 	8% 	1692 	9% 
	(blank) 	(blank) 	2 		3 		22 		10 				15 		52 	
	(blank) Total 		2 		3 		22 		10 				15 		52 	
Customer Services Total 		64 		599 		1166 		932 		841 		2096 		5698 	
Mattress Related 	Post-Sales 	Product Complaints 					2 		1 		2 		5 		10 	
		Returns and Free Trial 					2 						6 		8 	
		(blank) 											2 		2 	
	Post-Sales Total 			0% 		0% 	4 	0% 	1 	0% 	2 	0% 	13 	0% 	20 	0% 
	Pre-Sales 	Other PreSales 					2 				3 		14 		19 	
		Product Query - Size/Material Etc. 			1 		4 						11 		16 	
		Question about Free Trial 					1 		1 		1 		3 		6 	
		(blank) 											5 		5 	
	Pre-Sales Total 			0% 	1 	0% 	7 	0% 	1 	0% 	4 	0% 	33 	0% 	46 	0% 
Mattress Related Total 					1 		11 		2 		6 		46 		66 	
No Answer 	No Answer 	No Answer 	6 		904 		494 		140 		207 		953 		2704 	
		(blank) 	1 		7 		3 		4 		1 		70 		86 	
	No Answer Total 		7 	3% 	911 	21% 	497 	13% 	144 	10% 	208 	9% 	1023 	14% 	2790 	14% 
	(blank) 	(blank) 	2 		81 		7 				1 		117 		208 	
	(blank) Total 		2 	1% 	81 	2% 	7 	0% 		0% 	1 	0% 	117 	2% 	208 	1% 
No Answer Total 			9 		992 		504 		144 		209 		1140 		2998 	
PreSales 	Other Enquiry 	Offers 	7 		292 		75 		15 		45 		201 		635 	
		Payment Methods 	2 		42 		39 		3 		20 		71 		177 	
		Promo Code 	1 		10 		6 		6 		15 		44 		82 	
		Store Availability 	9 		33 		16 		7 		165 		504 		734 	
		Store Location 	3 		99 		64 		1 		86 		226 		479 	
		Using Shukran Points 	2 		17 		16 		5 		14 		35 		89 	
		Website/App Issues 	3 		41 		18 		8 		24 		83 		177 	
		(blank) 	9 		61 		7 						2 		79 	
	Other Enquiry Total 		36 	15% 	595 	14% 	241 	6% 	45 	3% 	369 	15% 	1166 	16% 	2452 	13% 
	Policy Related 	Delivery Cost 	12 		190 		109 		11 		100 		402 		824 	
		Delivery Time 	13 		129 		85 		23 		41 		215 		506 	
		Return Policy 	1 		16 		19 		2 		16 		50 		104 	
		(blank) 	3 		3 								14 		20 	
	Policy Related Total 		29 	12% 	338 	8% 	213 	5% 	36 	3% 	157 	7% 	681 	9% 	1454 	7% 
	Product Related 	Combo 	8 		16 						2 		31 		57 	
		Pricing 	8 		47 		6 		4 		46 		80 		191 	
		Product Specification 	63 		1763 		1713 		223 		773 		1886 		6421 	
		(blank) 	13 		15 		21 		2 		3 		54 		108 	
	Product Related Total 		92 	39% 	1841 	42% 	1740 	45% 	229 	16% 	824 	34% 	2051 	29% 	6777 	35% 
	(blank) 	(blank) 	3 		1 		1 		1 				4 		10 	
	(blank) Total 		3 	1% 	1 		1 		1 				4 	0% 	10 	
PreSales Total 			160 		2775 		2195 		311 		1350 		3902 		10693 	
(blank) 	(blank) 	(blank) 														
	(blank) Total 															
(blank) Total 																
Grand Total 			233 	100% 	4367 	100% 	3876 	99% 	1389 	99% 	2406 	100% 	7184 	100% 	19455 	100% 

Thanks and regards 
Niren D'Souza 
Team Manager 
[email-masked] 

From: "deepak devasia" <[email-masked]> 
To: "Niren Dsouza" <[email-masked]>, "murtaza kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Manmohan chittlangia" <[email-masked]>, "Ankit Arora" <[email-masked]>, "tejendra singh" <[email-masked]>, "Nalineedhar Kasibhatla" <[email-masked]> 
Sent: Thursday, March 4, 2021 12:44:20 PM 
Subject: RE: YTD chat type compiled report 

Hi Niren, 

Can you please update this for Feb also and resend. 

Thanks and regards, 

Deepak 

From: Niren Dsouza <[email-masked]> 
Sent: Friday, February 26, 2021 5:39 PM 
To: Deepak Devasia <[email-masked]>; Murtaza Kutiyanawala <[email-masked]> 
Cc: saurabh <[email-masked]>; Manmohan Chittlangia <[email-masked]>; Ankit Arora <[email-masked]>; Tejendra Singh <[email-masked]>; Nalineedhar Kasibhatla <[email-masked]> 
Subject: YTD chat type compiled report 

External email sender, please take precaution. 

Good day! 

Please find attached the compiled month-wise chat type report for the LiveSalesman team up till 23rd, February, 2021. 

	

Count of HB Chat Type 	

	

Month 	

	

	

	

	

	

	

	

HB Chat Type 	

Reason Category 	

Sub Reason 	

Sep 	

Oct 	

Nov 	

Dec 	

Jan 	

Feb 	

Grand Total 	

Percentage Totals 

Customer Services 	

Delivery Related 	

Day of Delivery - Status 	

1 		

25 		

6 		

22 		

24 		

53 		

131 	

Delayed Delivery (Furniture) 	

2 		

10 		

7 		

8 		

16 		

19 		

62 	

Delayed Delivery (HH) 	

1 		

4 		

92 		

49 		

26 		

120 		

292 	

Delivery Status 	

18 		

217 		

442 		

394 		

321 		

830 		

2222 	

Partial Delivery 	

2 		

16 		

52 		

51 		

50 		

75 		

246 	

Reschedule Delivery 	

3 		

34 		

55 		

30 		

40 		

57 		

219 	

(blank) 	

10 		

8 		

50 		

6 		

1 		

4 		

79 	

	

Delivery Related Total 	

37 	

16% 	

314 	

7% 	

704 	

18% 	

560 	

40% 	

478 	

20% 	

1158 	

19% 	

3251 	

18% 

Product Complaint 	

Complaint outside Warranty 	

4 		

10 		

2 		

3 		

4 		

23 	

Complaint within Warranty 	

4 		

104 		

74 		

42 		

75 		

116 		

415 	

(blank) 	

3 		

2 		

1 		

		

5 		

11 	

	

Product Complaint Total 	

7 	

3% 	

110 	

3% 	

85 	

2% 	

44 	

3% 	

78 	

3% 	

125 	

2% 	

449 	

2% 

Refunds and Cancelations 	

Cancelation 	

7 		

75 		

114 		

98 		

86 		

135 		

515 	

Refund for Other reason 	

1 		

29 		

50 		

31 		

54 		

66 		

231 	

Refunds after Return 	

2 		

35 		

26 		

43 		

59 		

56 		

221 	

Return item not received 	

1 		

2 		

8 		

14 		

8 		

18 		

51 	

Return Request Initiation 	

7 		

31 		

145 		

130 		

78 		

134 		

525 	

(blank) 	

		

12 		

2 		

20 		

34 	

	

Refunds and Cancelations Total 	

18 	

8% 	

172 	

4% 	

355 	

9% 	

318 	

23% 	

285 	

12% 	

429 	

7% 	

1577 	

9% 

(blank) 	

(blank) 	

2 		

3 		

22 		

10 		

4 		

41 	

	

(blank) Total 		

2 		

3 		

22 		

10 		

4 		

41 	

Customer Services Total 	

64 	

599 	

1166 	

932 	

841 	

1716 	

5318 	

	

Mattress Related 	

Post-Sales 	

Product Complaints 	

		

2 		

1 		

2 		

2 		

7 	

Returns and Free Trial 	

		

2 		

		

5 		

7 	

(blank) 	

		

		

1 		

1 	

	

Post-Sales Total 	

	

0% 	

0% 	

4 	

0% 	

1 	

0% 	

2 	

0% 	

8 	

0% 	

15 	

0% 

Pre-Sales 	

Other PreSales 	

		

2 		

3 		

9 		

14 	

Product Query - Size/Material Etc. 	

1 		

4 		

		

6 		

11 	

Question about Free Trial 	

		

1 		

1 		

1 		

3 		

6 	

(blank) 	

		

		

1 		

1 	

	

Pre-Sales Total 	

	

0% 	

1 	

0% 	

7 	

0% 	

1 	

0% 	

4 	

0% 	

19 	

0% 	

32 	

0% 

Mattress Related Total 	

	

	

1 	

11 	

2 	

6 	

27 	

47 	

	

No Answer 	

No Answer 	

No Answer 	

6 		

904 		

494 		

140 		

207 		

843 		

2594 	

(blank) 	

1 		

7 		

3 		

4 		

1 		

51 		

67 	

	

No Answer Total 	

7 	

3% 	

911 	

21% 	

497 	

13% 	

144 	

10% 	

208 	

9% 	

894 	

15% 	

2661 	

15% 

(blank) 	

(blank) 	

2 		

81 		

7 		

1 		

57 		

148 	

	

(blank) Total 	

2 	

1% 	

81 	

2% 	

7 	

0% 	

0% 	

1 	

0% 	

57 	

1% 	

148 	

1% 

No Answer Total 	

	

9 	

992 	

504 	

144 	

209 	

951 	

2809 	

	

PreSales 	

Other Enquiry 	

Offers 	

7 		

292 		

75 		

15 		

45 		

179 		

613 	

Payment Methods 	

2 		

42 		

39 		

3 		

20 		

62 		

168 	

Promo Code 	

1 		

10 		

6 		

6 		

15 		

33 		

71 	

Store Availability 	

9 		

33 		

16 		

7 		

165 		

396 		

626 	

Store Location 	

3 		

99 		

64 		

1 		

86 		

204 		

457 	

Using Shukran Points 	

2 		

17 		

16 		

5 		

14 		

29 		

83 	

Website/App Issues 	

3 		

41 		

18 		

8 		

24 		

65 		

159 	

(blank) 	

9 		

61 		

7 		

		

2 		

79 	

	

Other Enquiry Total 	

36 	

15% 	

595 	

14% 	

241 	

6% 	

45 	

3% 	

369 	

15% 	

970 	

16% 	

2256 	

12% 

Policy Related 	

Delivery Cost 	

12 		

190 		

109 		

11 		

100 		

340 		

762 	

Delivery Time 	

13 		

129 		

85 		

23 		

41 		

189 		

480 	

Return Policy 	

1 		

16 		

19 		

2 		

16 		

32 		

86 	

(blank) 	

3 		

3 		

		

7 		

13 	

	

Policy Related Total 	

29 	

12% 	

338 	

8% 	

213 	

5% 	

36 	

3% 	

157 	

7% 	

568 	

9% 	

1341 	

7% 

Product Related 	

Combo 	

8 		

16 		

		

2 		

18 		

44 	

Pricing 	

8 		

47 		

6 		

4 		

46 		

62 		

173 	

Product Specification 	

63 		

1763 		

1713 		

223 		

773 		

1651 		

6186 	

(blank) 	

13 		

15 		

21 		

2 		

3 		

38 		

92 	

	

Product Related Total 	

92 	

39% 	

1841 	

42% 	

1740 	

45% 	

229 	

16% 	

824 	

34% 	

1769 	

29% 	

6495 	

36% 

(blank) 	

(blank) 	

3 		

1 		

1 		

1 		

2 		

8 	

	

(blank) Total 	

3 	

1% 	

1 	

1 	

1 	

	

2 	

0% 	

8 	

	

PreSales Total 	

	

160 	

2775 	

2195 	

311 	

1350 	

3309 	

10100 	

	

(blank) 	

(blank) 	

(blank) 	

		

		

		

	

(blank) Total 		

		

		

		

	

(blank) Total 	

	

	

	

	

	

	

	

	

Grand Total 	

	

233 	

100% 	

4367 	

100% 	

3876 	

99% 	

1389 	

99% 	

2406 	

100% 	

6003 	

100% 	

18274 	

100% 

Please feel free to reach out for any further clarifications 

Regards 

Niren D'Souza 

Team Manager 

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

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