Subject: Jayway quality issues
From: Deeksha Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>, Rahul Kumar LSM <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Govind Kumar Chauhan <[email-masked]>
Cc: Ashish Dabral <[email-masked]>
Date: Wed, 13 Feb 2019 07:25:56 +0000

Hi all,

Lately, we have been missing a lot of important leads on Jayway. Common reasons being-

  1.  We do not give correct responses to the customers and chase them away. That is because most of you either do not read the question properly or have incomplete process knowledge. Both the things need to be addressed by you immediately. You all need to be thorough with the macros we have and the website information including FAQs and other links.
  2.  You keep giving indirect responses to straight questions the customer asks or keep asking unnecessary questions.

As explained many times earlier, after promptly answering customer’s question, you need to capture the contact information as soon as possible in the chat. Refer back to my old emails regarding this and macros in Live chat to see how it can be done.
The contact information includes name, email address and PHONE NUMBER. I notice that most of you are not asking for phone number. Why is that? It is the most important part of lead capture and was always part of the process. Who decided to do away with it and why?

Jayway is the simplest process we have here. Any excuse whatsoever for making careless errors in this process will not be tolerated.

Regards,
Deeksha