Subject: Re: Transcript of 12 Feb 2019 02:20:13. Operator: AJ. Visitor: Arpita Lahiri
From: Deeksha Dadu <[email-masked]>
To: Arjun Hurry <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Thu, 14 Feb 2019 03:13:28 +0000

Yes I will get it changed.
@ Rahul/ Ashish : can u please make the change? Thanks

Sent from my iPhone

On 14 Feb 2019, at 07:27, Arjun Hurry <[email-masked]<mailto:[email-masked]>> wrote:

FYI, the term 'sales team' is in the macro 'options' that we've been using - maybe this needs to be changed?

-AJ

________________________________
From: "Deeksha" <[email-masked]<mailto:[email-masked]>>
To: "arjun hurry" <[email-masked]<mailto:[email-masked]>>
Cc: "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, February 13, 2019 6:04:00 AM
Subject: Re: Transcript of 12 Feb 2019 02:20:13. Operator: AJ. Visitor: Arpita Lahiri

That should be first as they usually share email address in pee chat survey most of the time and our primary job is to get the contact number. Instead of saying ‘we can email you’, you should say something to the effect of ‘let me have one of our travel experts contact you. May I know what is your contact number and email address?’

Also, please avoid the term, sales team. Instead say travel advisor or travel experts. People are more open to share their contact info. Perception with  sales is that they pester

Sent from my iPhone

On 13 Feb 2019, at 05:37, Arjun Hurry <[email-masked]<mailto:[email-masked]>> wrote:

That was my next question, but he left chat before I could post it.

________________________________
From: "Deeksha" <[email-masked]<mailto:[email-masked]>>
To: "arjun hurry" <[email-masked]<mailto:[email-masked]>>
Cc: "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, February 13, 2019 5:30:49 AM
Subject: Re: Transcript of 12 Feb 2019 02:20:13. Operator: AJ. Visitor: Arpita Lahiri

Hi,

Will read the full chat tomorrow and share the feedback. But I noticed that you didn’t collect the phone number. It is an essential part of lead capture and I am sure you know that. How come you didn’t ask for phone number?

Please always and always collect both email and phone number else it is wrong.

Regards,
Deeksha

Sent from my iPhone

On 12 Feb 2019, at 23:46, Arjun Hurry <[email-masked]<mailto:[email-masked]>> wrote:

Hi Deeksha,

Another chat about flights and prices. Please review and advise if I handled this correctly? Chat ID Chat ID: PMMTERFONT.

PRE-CHAT SURVEY
Name: Bob

E-mail (optional): [email-masked]<mailto:[email-masked]>

AJ

Hello! How may I help you?

Bob

I saw that flights are available with the iten or is that an extra cost?

also what will the total cost be?

AJ

We do not sell flights directly ourselves as we are not an air-ticketing agent but we can put you in touch with a flight broker who can assist you in finding a good deal on flights. We also often have clients book their own flights using miles or rewards and this is more than fine with us.

All our sample itineraries that you’ll find at the below link have a Price Guide function where you can enter the number of people traveling, month of travel and category of accommodation to get an instant price estimate.

http://www.jaywaytravel.com/itineraries

Bob

okay, what would a flight be from GRB ?

also please include the total cost for the tour of Poland?

AJ

How many members would there be in the travel group? Please specify if there are children travelling with you.

Bob

Two

AJ

How many days (duration) are you planning this holiday for? Do you also know when you would want to leave?

Bob

senior adults

14 days

AJ

Thank you. Do you also know when you would want to leave?

Bob

june 2019

AJ

We can certainly look into the viability of that for you, let me have one of our sales team contact you. Can we email you at [email-masked]<mailto:[email-masked]>?

11:43 pm
Bob

okay thanx.

Bob closed the chat.

________________________________
From: "Deeksha" <[email-masked]<mailto:[email-masked]>>
To: "arjun hurry" <[email-masked]<mailto:[email-masked]>>
Cc: "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, February 12, 2019 7:29:24 PM
Subject: Re: Transcript of 12 Feb 2019 02:20:13. Operator: AJ. Visitor: Arpita Lahiri

Hi Arjun,

But that was not the question you asked! You asked him what ‘cities’ he was planning to travel to, something he has already replied to. And hence, the explanation you are giving me does not make sense. In any case, you don’t need to proactively ask if they are looking for full package or just a part of it unless they clearly tell you so. When they ask you a direct question, you need to give a direct response. Even if you are able to see what page the customer came from, you should pay more attention to what he is explicitly asking rather than assuming based on the page they came from. Avoid asking unnecessary question at any cost and give direct responses and try to capture a lead asap in chat

Lately, we have missed many important leads on Jayway and you have been responsible for a fair share of those. We have talked about this earlier and it is high time you understand what the expectations of this process is. It is a damn simple process and I can’t allow these careless errors to continue anymore. If something is no clear or you need to discuss anything, come to me but you must not miss any lead again like this please.

Regards,
Deeksha

From: Arjun Hurry <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 12 February 2019 at 7:17 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Rahul Kumar LSM <[email-masked]<mailto:[email-masked]>>
Subject: Re: Transcript of 12 Feb 2019 02:20:13. Operator: AJ. Visitor: Arpita Lahiri

Hi Deeksha,

I was looking to ascertain that this visitor wasn't looking for flight details, since that was the page they came from. Since Jayway doesn't do flights, I was trying to determine if the visitor was looking for an actual trip, and not looking for flight pricing.

Thank you,
AJ

________________________________
From: "Deeksha" <[email-masked]<mailto:[email-masked]>>
To: "arjun hurry" <[email-masked]<mailto:[email-masked]>>
Cc: "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>, "Rahul Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, February 12, 2019 1:24:24 PM
Subject: FW: Transcript of 12 Feb 2019 02:20:13. Operator: AJ. Visitor: Arpita Lahiri

Hi Arjun,

Can you explain what you did in this chat?? The customer asked you for price and he already told you the cities!  Instead of directing him to price we have on the website for these cities, you asked him a counter question which makes no sense. Why?? There is a price guideline at the link below then why beat about the bush.

https://jaywaytravel.com/itineraries/17/prague-budapest-tour/

I have said multiple times that you must keep the Jayway chats to the point and not ask unnecessary questions. You again missed an important lead which is not acceptable.

Please explain this.

From: LiveChat <[email-masked]<mailto:[email-masked]>>
Reply-To: "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 12 February 2019 at 6:54 AM
To: manager <[email-masked]<mailto:[email-masked]>>
Subject: Transcript of 12 Feb 2019 02:20:13. Operator: AJ. Visitor: Arpita Lahiri

        [https://api.livechatinc.com/logos/5360571/0]

Chat transcript

Name: Arpita Lahiri

E-mail (optional):

        AJ      Tue, 02/12/19 01:20:13 am UTC

Hello! How may I help you?

        Arpita Lahiri   01:21:48 am

What would be the best price to Prague and Budapest from 7/24 - 8/1 for 4 adults

        AJ      01:22:29 am

Do you already have some cities in mind where you want to visit?

Arpita Lahiri left the chat.
        01:24:38 am

        Duration: 4m 25s

        Chat started on: https://jaywaytravel...g/new-direct-flights-prague-budapest/<https://jaywaytravel.com/blog/new-direct-flights-prague-budapest/>
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        Visitor geolocation: Voorhees, New Jersey, United States / 73.160.85.6

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