Subject: Re: Last 3 months chat data
From: Imran Mohammed <[email-masked]>
To: Murtaza Kutiyanawala <[email-masked]>, Niren Dsouza <[email-masked]>
Cc: Faizal Maradeya <[email-masked]>, Divek Karagwal <[email-masked]>
Date: Tue, 27 Jul 2021 08:13:45 +0000

Hi Murtaza,

I hope you are doing good, following up on the below request.

Let me know if you have any query/clarification for the request.

Thanks,
Imran

From: Imran Mohammed <[email-masked]>
Date: Wednesday, 14 July 2021 at 3:21 PM
To: Murtaza Kutiyanawala <[email-masked]>, Niren Dsouza <[email-masked]>
Cc: Faizal Maradeya <[email-masked]>, Divek Karagwal <[email-masked]>
Subject: Re: Last 3 months chat data
Hi Murtaza,

Thanks for confirming that the data shared earlier was whats app data for 3 months.

As mentioned over call I also need the Data for Day wise customer interactions by all channels including what’s app for 6 months which includes data of what’s app before and after activation.

I have attached the sample excel sheet as a reference.

Thanks,
Imran

From: Imran Mohammed <[email-masked]>
Date: Monday, 12 July 2021 at 9:22 AM
To: Murtaza Kutiyanawala <[email-masked]>, Niren Dsouza <[email-masked]>
Cc: Faizal Maradeya <[email-masked]>, Divek Karagwal <[email-masked]>
Subject: Re: Last 3 months chat data
Hi @Murtaza Kutiyanawala<mailto:[email-masked]>, Niren

Request you to please share the data by today noon, I am available for call till 11:00 if you have any queries.

Following are the details I am looking for.

  *   Day wise Customer interaction Data break up by channel i.e. Calls/Emails/Chat/SM/Whatsapp for both period before enabling and after enabling whats app.
  *   Confirmation that the 3 months data shared for chats assigned Is whats app and not including Online Chat.

Thanks,
Imran

From: Murtaza Kutiyanawala <[email-masked]>
Date: Sunday, 11 July 2021 at 9:05 AM
To: Niren Dsouza <[email-masked]>
Cc: Faizal Maradeya <[email-masked]>, Divek Karagwal <[email-masked]>, Imran Mohammed <[email-masked]>
Subject: RE: Last 3 months chat data
HI Niren,

Request you to confirm on the below 1st pointer.

We can have a call today for the  3rd point, I will be sending a meeting request for the same.

Murtaza Kutiyanawala
Team Lead – Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cimran.mohammed%40landmarkgroup.com%7C3ec9b86d552046e34a0608d944297e97%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637615767280858266%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=%2FdEaj%2FssaJtl9q8rq5epzSPE5eXcaJX18cS%2Fuplm0C4%3D&reserved=0>

From: Imran Mohammed <[email-masked]>
Sent: Thursday, July 8, 2021 1:28 PM
To: Murtaza Kutiyanawala <[email-masked]>
Cc: Faizal Maradeya <[email-masked]>; Divek Karagwal <[email-masked]>
Subject: Re: Last 3 months chat data

Hi Murtaza,

Based on the data shared, Below is my understanding

  *   I believe the total chats assigned mentioned in the attachment is whats app chats and not total chats.
  *   I have already pulled the Daily HB order and sessions to compare the % to session and % to Order by Day to understand the Average volumes.
  *   I will also need the following details by day for the same period and for the period before activating whats app as a channel i.e., Total Calls, email, Chats, Social Media and what’s app which will help in understanding the contribution of what’s app in your total contacts as well as the before and after to understand where the volumes were impacted after activating what’s app.

Happy to jump on a call, if you have any queries.

Thanks,
Imran

From: Imran Mohammed <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 7 July 2021 at 8:07 PM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Cc: Faizal Maradeya <[email-masked]<mailto:[email-masked]>>, Divek Karagwal <[email-masked]<mailto:[email-masked]>>
Subject: Re: Last 3 months chat data
Hi Murtaza,

Thanks for sharing the data, Really appreciate the quick response.

I may need some help in understanding the data so let me know your availability for a quick catchup.

Thanks,
Imran

From: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 7 July 2021 at 5:34 PM
To: Imran Mohammed <[email-masked]<mailto:[email-masked]>>
Cc: Faizal Maradeya <[email-masked]<mailto:[email-masked]>>
Subject: FW: Last 3 months chat data
HI Imran,

Attached are the 3 moths reports.

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

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

Murtaza Kutiyanawala
Team Lead – Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cimran.mohammed%40landmarkgroup.com%7C3ec9b86d552046e34a0608d944297e97%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637615767280868223%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=PI4sllxtC7djVcI9etR1Ru7UOLVAs9Zw0gHYLZROPEI%3D&reserved=0>

From: Niren Dsouza <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, July 7, 2021 5:29 PM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: Last 3 months chat data

External email sender, please take precaution.

Niren D'Souza
Team Manager
[email-masked]<mailto:[email-masked]>
[https://mail.lsmindia.com/service/home/~/?auth=co&loc=en_US&id=2752&part=2.2]

________________________________
From: "Niren Dsouza" <[email-masked]<mailto:[email-masked]>>
To: "murtaza kutiyanawala" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, July 5, 2021 8:11:04 PM
Subject: Last 3 months chat data

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]<mailto:[email-masked]>
[https://mail.lsmindia.com/service/home/~/?auth=co&loc=en_US&id=2752&part=2.2]

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