Subject: RE: What's app process discussion MOM
From: Yahia Taha <[email-masked]>
To: Saurabh Dadu <[email-masked]>
Cc: Muralidharan Gunjur <[email-masked]>, Anand Raju <[email-masked]>, Afnan Farooq <[email-masked]>, Hasan Razakhan <[email-masked]>, Niren Dsouza <[email-masked]>, Deepak Devasia <[email-masked]>
Date: Sun, 25 Apr 2021 12:01:43 +0000

Dear Saurabh,

A gentle reminder please.

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>
[lg][hb]

From: Yahia Taha
Sent: Monday, April 19, 2021 12:51 PM
To: Saurabh Dadu <[email-masked]>
Cc: Muralidharan Gunjur <[email-masked]>; Anand Raju <[email-masked]>; Afnan Farooq <[email-masked]>; Hasan Razakhan <[email-masked]>; Niren Dsouza <[email-masked]>
Subject: RE: What's app process discussion MOM

Dear Saurabh

Thanks for sharing this, need to have a call to discuss the process and requirements, kindly advise the date and time.

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>
[lg][hb]

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, April 8, 2021 4:39 PM
To: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Cc: Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>; Anand Raju <[email-masked]<mailto:[email-masked]>>; Afnan Farooq <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: Re: What's app process discussion MOM

External email sender, please take precaution.
Hi Yahia,

Thanks for your email and thanks for waiting. I was on holidays all week, and (still am). I forgot this when I promised you on Sunday's call.

So whats the current process in UAE:

  1.  Customer sends a message.
  2.  BOT Replies asking what is the customer contacting us for:

     *   Help placing a new order
     *   Size, Dimensions and Colour related questions
     *   Check store availability
     *   Store locations
     *   Check Delivery status of an order
     *   Questions about returns
     *   Questions about refunds

  1.  Customer replies 1/2/3.... based on the option they want to select. The Whatsapp conversation is then connected to an agent
  2.  If the agent can answer the query based on information available to him, the query is resolved, ticket is created and closed at the same time
  3.  If the agent cannot immediately resolve the ticket - agent will create a CRM (FOR FF) and FD ticket. The agent would then work on the case, and reply to the customer on Whatsapp or Email - whatever is preferred by the customer
  4.  Case is then closed
What we can do:

  1.  Automate Order Status: - Customer can get the status of the order by just selecting the option of Order Status, and then the Order or Invoice Number
  2.  Ongoing Promotions: We can send current offers and promotions by whatsapp when customer wants to know of ongoing promotions
  3.  Request a Brochure/Catalogue
  4.  Customer can request Live Photos of a furniture item. We can take that request, send it to someone in Store - who can record a live video of the item and send it back to LSM Team, and we can then forward it back to the customer on Whatsapp
  5.  Offer special Whatsapp only promotion - when a customer orders after speaking with a whatsapp agent
  6.  Make special sales team, who would then follow-up with customer on whatsapp till the customer completes the order
  7.  Start a whatsapp chat proactively when a customer has abandoned an online shopping cart.
  8.  Reschedule delivery: If a customer wants to reschedule delivery, we can take customer's order/invoice number, ask him for a prefered date and slot, and tell him an agent would work on his request and come back to him
  9.  Proactively Ask for feedback on Whatsapp after Delivery
  10. When customer requests for an invoice we can send it automated

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Sent: 08 April 2021 2:15 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>; Anand Raju <[email-masked]<mailto:[email-masked]>>; Afnan Farooq <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: RE: What's app process discussion MOM

Dear Saurabh,

We still waiting your kind update.

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C6d0ea481183746d9ac0708d8fa93b7ad%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637534859640218504%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=yVPi9OMwAu0xbl%2BbqmVf6DE%2BUfc%2BsoLNYuGU7a4Rxrk%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C6d0ea481183746d9ac0708d8fa93b7ad%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637534859640228505%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=PeleYvPj%2BG2GGHe5nomJoKC07QXZXjW4IiQwrT1HAdQ%3D&reserved=0>

[lg][hb]

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, April 6, 2021 1:25 PM
To: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Cc: Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>; Anand Raju <[email-masked]<mailto:[email-masked]>>; Afnan Farooq <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: Re: What's app process discussion MOM

External email sender, please take precaution.

Hi Yahia,

Sending you shortly.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Sent: 06 April 2021 3:47 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>; Anand Raju <[email-masked]<mailto:[email-masked]>>; Afnan Farooq <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: RE: What's app process discussion MOM

Dear Saurabh

Awaiting your kind update please.

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C6d0ea481183746d9ac0708d8fa93b7ad%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637534859640228505%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=CXtns545CFVC1RzsmsO5H5WNSUoIInTNJeeVKSgarcU%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C6d0ea481183746d9ac0708d8fa93b7ad%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637534859640238498%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=o7O9OwOI7MJzIuROgsH9RqR9kb%2FYK%2BnO1bw7b7%2FMLyU%3D&reserved=0>

[lg][hb]

From: Yahia Taha
Sent: Sunday, April 4, 2021 3:44 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Afnan Farooq <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Cc: Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>; Anand Raju <[email-masked]<mailto:[email-masked]>>
Subject: What's app process discussion MOM

Dear All,

Thanks for attending the meeting below are the MOM points.

  1.  Need end to end what's app process followed in UAE (Saurabh).
  2.  Breakup for type of messages as per skill and language place to UAE (Saurabh)
  3.  Possible options to be added rather than existing in UAE (Saurabh)
  4.  Summary for KSA requirement and expectations (Yahia\Afnan)
  5.  Summary for messages volume last two months for UAE just for information.

The same should be shared by Tuesday maximum so that on Thursday will have another meeting to finalize.

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C6d0ea481183746d9ac0708d8fa93b7ad%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637534859640248492%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=qDkjwNdosVWKH9SN87oMwTMEujWwqTecb1qBm2le5qo%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C6d0ea481183746d9ac0708d8fa93b7ad%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637534859640248492%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=IsqCK5nej0eICIjmd%2FYshmO6B%2B3p2EWEuv8HAm0%2BM2g%3D&reserved=0>

[lg][hb]

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C6d0ea481183746d9ac0708d8fa93b7ad%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637534859640258484%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=lDBOTEKZ74%2F%2Fi8sDjJ2swRzt4cUAEM5B7nZPwWXCArI%3D&reserved=0>
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<http://www.landmarkgroup.com>
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com