Subject: Last 3 months chat data
From: Niren Dsouza <[email-masked]>
To: murtaza kutiyanawala <[email-masked]>
Date: Mon, 5 Jul 2021 07:41:04 -0700 (MST)

Hi Murtaza, 
Please find a summary report of the last 3 months data that we have for Whatsapp(UAE). 

Total chats assigned: 
Months 	Total chats assigned 	Average of First Response Time (seconds) 	Average of Response Time (seconds) 
Apr 	11917 	197.8526667 	164.5396667 
May 	14283 	143.5187097 	148.7416129 
Jun 	13760 	164.1793333 	147.8226667 
Grand Total 	39960 	168.2421978 	153.6468132 

Type of chats : 
Whatsapp HB Chat Type 	Months 			
Row Labels 	Apr 	May 	Jun 	Grand Total 
Customer Services 	3250 	2692 	2949 	8891 
Delivery Related 	2246 	1818 	2108 	6172 
Day of Delivery - Status 	230 	125 	70 	425 
Delayed Delivery (Furniture) 	65 	30 	18 	113 
Delayed Delivery (HH) 	66 	78 	81 	225 
Delivery Status 	1724 	1444 	1801 	4969 
Partial Delivery 	66 	48 	32 	146 
Reschedule Delivery 	72 	91 	96 	259 
(blank) 	23 	2 	10 	35 
Product Complaint 	377 	391 	370 	1138 
Complaint outside Warranty 	17 	11 	17 	45 
Complaint within Warranty 	351 	380 	342 	1073 
(blank) 	9 		11 	20 
Refunds and Cancelations 	585 	464 	413 	1462 
Cancelation 	189 	224 	174 	587 
Refund for Other reason 	84 	27 	44 	155 
Refunds after Return 	98 	69 	58 	225 
Return item not received 	20 	14 	24 	58 
Return Request Initiation 	184 	129 	112 	425 
(blank) 	10 	1 	1 	12 
(blank) 	42 	19 	58 	119 
(blank) 	42 	19 	58 	119 
Mattress Related 	55 	22 	34 	111 
Post-Sales 	41 	11 	24 	76 
Delivery & Shipping Related 	6 	1 	1 	8 
Product Complaints 	29 	8 	20 	57 
Returns and Free Trial 	4 	2 	3 	9 
(blank) 	2 			2 
Pre-Sales 	13 	11 	9 	33 
Other PreSales 	5 	6 	3 	14 
Product Query - Size/Material Etc. 	6 	5 	6 	17 
Question about Free Trial 	2 			2 
(blank) 	1 		1 	2 
(blank) 	1 		1 	2 
No Answer 	597 	301 	307 	1205 
No Answer 	538 	278 	296 	1112 
No Answer 	523 	268 	293 	1084 
(blank) 	15 	10 	3 	28 
(blank) 	59 	23 	11 	93 
(blank) 	59 	23 	11 	93 
PreSales 	2951 	3439 	2733 	9123 
Other Enquiry 	837 	897 	899 	2633 
Offers 	50 	94 	78 	222 
Payment Methods 	59 	84 	76 	219 
Promo Code 	8 	6 	10 	24 
Store Availability 	509 	535 	547 	1591 
Store Location 	126 	71 	72 	269 
Using Shukran Points 	16 	29 	23 	68 
Website/App Issues 	49 	78 	87 	214 
(blank) 	20 		6 	26 
Policy Related 	276 	353 	294 	923 
Delivery Cost 	172 	226 	184 	582 
Delivery Time 	77 	104 	89 	270 
Return Policy 	18 	23 	21 	62 
(blank) 	9 			9 
Product Related 	1825 	1798 	1338 	4961 
Combo 	69 	57 	28 	154 
Pricing 	29 	32 	38 	99 
Product Specification 	1711 	1668 	1241 	4620 
(blank) 	16 	41 	31 	88 
(blank) 	13 	391 	202 	606 
(blank) 	13 	391 	202 	606 
(blank) 				
(blank) 				
(blank) 				
Grand Total 	6853 	6454 	6023 	19330 

Niren D'Souza 
Team Manager 
[email-masked]