Subject: YTD chat type compiled report
From: Niren Dsouza <[email-masked]>
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]>
Date: Fri, 26 Feb 2021 06:38:36 -0700 (MST)

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 
[email-masked]