Subject: Follow-up on Our Meeting
From: Saurabh Dadu <[email-masked]>
To: Murtaza Kutiyanawala <[email-masked]>, Deepak Devasia <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Niren HB LSM Dsouza <[email-masked]>, Nalineedhar Kasibhatla <[email-masked]>, "Sameer Sadiq (LM-HB)" <[email-masked]>
Date: Tue, 16 Mar 2021 14:44:33 +0000

Hi Murtaza and Deepak,

Following our meeting today I had a chat with Murthaza and Niren.

Please see below actions taken already after our chat:

  1.  Waiting on Customer Tickets:
     *   Customers will be sent an email after 24 hours requesting and reminding them a response is required
     *   Customers who do not respond in 48 hours - the tickets will be resolved - and an email will be sent to customers informing of this and asking them to email us back if their issue is unresolved and they need further help, which would reopen the ticket.
  2.  Waiting on 3rd Party Tickets
     *   All Issues waiting on third party would be catalogued properly within Freshdesk - with a one push button report to see what tickets are pending, with whom and for what. This can be exported into an excel at any time. @Murtaza Kutiyanawala<mailto:[email-masked]> - Can you please take a look at cataloguing and let me know if any changes are needed.
     *   All Waiting on 3rd Party tickets - which did not get actioned for more than 48 hours would be reopened and sent back to agent for action
     *   Agents would leave a 1 line summary for every escalation - which can be tracked in the online escalations tracker for aging tickets
     *   @Niren HB LSM Dsouza<mailto:[email-masked]> - All cases waiting on Third Party more than 1 Week - Have to be assigned to @Murtaza Kutiyanawala<mailto:[email-masked]>
     *   Niren and 1 one more person in our team will be able to do a Goodwill refund in cases with refund value <AED 100, Item delivered to us
  3.  Queue will be monitored very strictly by @Niren HB LSM Dsouza<mailto:[email-masked]> - Who would send a zero queue screenshot to @Deeksha Dadu<mailto:[email-masked]> every day for each agent.
  4.  Team didn't have sufficient CRM/GDMS credentials, and were sharing. Niren will coordinate with Murthaza to procure sufficient logins.
  5.  There are hours where we get 30 - 40 Whatsapp conversations at same time, and we don't have sufficient manpower. We are going to plan on how these should be managed, with some automation. Will get back to end of week with a plan of action to manage peaks.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203