Subject: RE: Last 3 months chat data
From: Neeraj Bhanwariwal <[email-masked]>
To: Murtaza Kutiyanawala <[email-masked]>
Cc: Faizal Maradeya <[email-masked]>, Divek Karagwal <[email-masked]>, Ankit Arora <[email-masked]>, Saurabh Dadu <[email-masked]>, Imran Mohammed <[email-masked]>, Niren HB LSM Dsouza <[email-masked]>, Alan Ninan <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Wed, 28 Jul 2021 10:24:45 +0000

Hi Murtaza,

Pls find attached...

Regards,
Neeraj

From: Murtaza Kutiyanawala <[email-masked]>
Sent: Wednesday, July 28, 2021 12:23 PM
To: Neeraj Bhanwariwal <[email-masked]>
Cc: Faizal Maradeya <[email-masked]>; Divek Karagwal <[email-masked]>; Ankit Arora <[email-masked]>; Saurabh Dadu <[email-masked]>; Imran Mohammed <[email-masked]>; Niren HB LSM Dsouza <[email-masked]>; Alan Ninan <[email-masked]>; Deeksha Dadu <[email-masked]>
Subject: RE: Last 3 months chat data

Hi Neeraj,

Please help on the below data for Order/day for us to add on this list.

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%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7C5509ec9e1dd34687ced408d951a0f3ca%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637630574162075067%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=snY%2FbOrFWclICORWTbdTA0oPr7yi6UiIxeJKQ9tNEeE%3D&reserved=0>

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, July 27, 2021 2:15 PM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Imran Mohammed <[email-masked]<mailto:[email-masked]>>; Niren HB LSM Dsouza <[email-masked]<mailto:[email-masked]>>; Alan Ninan <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Faizal Maradeya <[email-masked]<mailto:[email-masked]>>; Divek Karagwal <[email-masked]<mailto:[email-masked]>>; Ankit Arora <[email-masked]<mailto:[email-masked]>>
Subject: Re: Last 3 months chat data

External email sender, please take precaution.
Hi Murtaza,

Ashish from our side who does these reports is out this week. I can get this to you by end of the week.

In addition, we would need from you the data for Order/day for us to add on this list.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Sent: 27 July 2021 2:35 PM
To: Imran Mohammed <[email-masked]<mailto:[email-masked]>>; Niren HB LSM Dsouza <[email-masked]<mailto:[email-masked]>>; Alan Ninan <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Faizal Maradeya <[email-masked]<mailto:[email-masked]>>; Divek Karagwal <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Ankit Arora <[email-masked]<mailto:[email-masked]>>
Subject: RE: Last 3 months chat data

Hi Imran,

I am doing good thanks for asking.

@Alan Ninan<mailto:[email-masked]> / @Deeksha Dadu<mailto:[email-masked]> - request you to provide the data as requested in the trial mail, attaching the sample template.

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%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7C5509ec9e1dd34687ced408d951a0f3ca%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637630574162075067%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=snY%2FbOrFWclICORWTbdTA0oPr7yi6UiIxeJKQ9tNEeE%3D&reserved=0>

From: Imran Mohammed <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, July 27, 2021 12:14 PM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Niren Dsouza <[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,

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]<mailto:[email-masked]>>
Date: Wednesday, 14 July 2021 at 3:21 PM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>, Niren Dsouza <[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 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]<mailto:[email-masked]>>
Date: Monday, 12 July 2021 at 9:22 AM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>, Niren Dsouza <[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 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]<mailto:[email-masked]>>
Date: Sunday, 11 July 2021 at 9:05 AM
To: Niren Dsouza <[email-masked]<mailto:[email-masked]>>
Cc: Faizal Maradeya <[email-masked]<mailto:[email-masked]>>, Divek Karagwal <[email-masked]<mailto:[email-masked]>>, Imran Mohammed <[email-masked]<mailto:[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%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7C5509ec9e1dd34687ced408d951a0f3ca%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637630574162085027%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=dKvRgWAP72iL%2Bi6lDu3XKUTP%2BsUCxKV6Btfp5RqSYIw%3D&reserved=0>

From: Imran Mohammed <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 8, 2021 1:28 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,

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%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7C5509ec9e1dd34687ced408d951a0f3ca%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637630574162085027%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=dKvRgWAP72iL%2Bi6lDu3XKUTP%2BsUCxKV6Btfp5RqSYIw%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]

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%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7C5509ec9e1dd34687ced408d951a0f3ca%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637630574162094983%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=HW9%2Fq2v%2BatW0Sl0vpqR6V8bgMmwKrO%2FjXRQyI16WUr4%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