Subject: Re: Wats Up Chat Issues
From: Saurabh Dadu <[email-masked]>
To: Deeksha Dadu <[email-masked]>, Ankit Arora <[email-masked]>
Cc: Niren HB LSM Dsouza <[email-masked]>, Hussain Patanwala <[email-masked]>, Nalineedhar Kasibhatla <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Homebox IbnMA <[email-masked]>, "Sameer Sadiq (LM-HB)" <[email-masked]>, Deepak Devasia <[email-masked]>
Date: Wed, 30 Jun 2021 17:32:04 +0000

Dear Ankit,

To begin with please accept our apologies.

We have investigated the issues thoroughly and please see our finding below:

  1.  CASE I - User Order not pulled using Phone Number - When the customer came to complain about the sofa, agent asked customer for his order and invoice number. When customer said he does not have the order/invoice since its about 1 year old, the customer himself asked if the store may have it. The agent said not sure, but he can try. This was a clear mistake. The agent should have searched the invoice with Phone number in GDMS/CRM. However since the agent did not have access to CRM/GDMS, and there were several conversations going on, he did not. Its a clear mistake, and we are not justifying it. But here I would like to highlight the fact that we've been following up on CRM/GDMS accounts for our staff for a long time, I request you to please expedite it. Additionally the entire team has been trained to ensure this does not happen again.
  2.  CASE II - Same Day Delivery: I have attached the PDF of this ticket in this email. I don't see agent so much at fault here. The customer contacted us initially to check on delivery time and costs. He was told furniture orders take about 4 days, and delivery above AED 1000 is free. We asked customer if he had more questions, he did not reply and we closed that whatsapp chat. Later that customer contacted us again, and this time he asked about Same day delivery. The agent directed the customer to the Store. There was no conversation about delivery costs for same day. Customer looked at both conversations togather, and concluded that We said free same day delivery for Orders above AED 1,000/- but thats not what was communicated to him. He was even given a link to website page for shipping charges for details. You can see this clearly in the attached chat transcript.

Having said, we've arranged another briefing and test for agents to make sure this is not repeated.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Deeksha Dadu <[email-masked]>
Sent: 30 June 2021 6:01 PM
To: Saurabh Dadu <[email-masked]>
Subject: Fwd: Wats Up Chat Issues

Sent from my iPhone

Begin forwarded message:

From: Ankit Arora <[email-masked]>
Date: 30 June 2021 at 17:11:23 GMT+5:30
To: Niren HB LSM Dsouza <[email-masked]>, Saurav Chakraborty HB LSM <[email-masked]>, Deeksha Dadu <[email-masked]>
Cc: Hussain Patanwala <[email-masked]>, Nalineedhar Kasibhatla <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Homebox IbnMA <[email-masked]>, "Sameer Sadiq (LM-HB)" <[email-masked]>, Deepak Devasia <[email-masked]>
Subject: RE: Wats Up Chat Issues

Hi All,

What kind of replies are we giving to the customers ??

This is really not acceptable as this is leading to negative advocacy across the market.

Please get this thing right on an immediate basis as this is basic info that can be given from GDMS.

    Thanking you in Anticipation

Ankit Arora

Busniess Development Mananger

T   :  +971 4 517 2300

M  :  +971 502102053

F   :  +971 4 517 2386

E   :  [email-masked]<mailto:[email-masked]>

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.

www.homeboxstores.com<http://www.homeboxstores.com/>

From: Homebox IbnMA <[email-masked]>
Sent: Wednesday, June 30, 2021 12:29 PM
To: Murtaza Kutiyanawala <[email-masked]>
Cc: Hussain Patanwala <[email-masked]>; Nalineedhar Kasibhatla <[email-masked]>; Ankit Arora <[email-masked]>
Subject: Wats Up Chat Issues

Dear Murtaza,

Please note the below two cases were found where the wats up chat is misleading the customers which ultimately creating customer dissatisfaction at the store.

  *   First customer was chatting to get to know where customer can log the complaint of his sofa issue, customer lost the receipt but the attendant did not checked with a register mobile number, as soon as he got to know the purchase was made from store the attendant directed customer to the store ( I have logged the complaint under CRM # 2932873 )

  *   Second customer came to the store demanding for same day delivery and more than 1000 free home delivery based on wats up chat.

[A close up of a sign    Description automatically generated]

  Prashant Thapa

  Store Inventory Controller

  T   :  +971 4 514 6469

  E   :  [email-masked]<mailto:[email-masked]>

  Ibn Battuta Mall, Dubai

  UAE

 www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnkit.Arora%40landmarkgroup.com%7C9935a68e7b154bbd308508d93ba10bc3%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637606385140101899%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=XuQW5df17vsYIkI%2FNs8HEntAJ500InEIs%2F8Bx49JWmE%3D&reserved=0>

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