Subject: Re: Livechat KickOff
From: Saurabh Dadu <[email-masked]>
To: "Weibrecht, Karen (AE/GVM)" <[email-masked]>, Deeksha Dadu <[email-masked]>, Ashish Dabral <[email-masked]>, Niren HB LSM Dsouza <[email-masked]>
Cc: "Joshi, Pooja (AE/GAM)" <[email-masked]>
Date: Sun, 11 Oct 2020 12:51:08 +0000

Hi Karen,

Please see below Minutes of meeting:

Minutes of Meeting - AVME - 6/10/20

  *   AVME - The websites are independent from each other, but managed by a common digital agency

  *   Bahrain Audi dealership may want to answer chats by themselves during the business hours (9am-5pm) and route chats outside of the hours to LSM. Separate access to be created for the dealership, and restrict their access to other data

  *   Visitor segmentation by different pages (Based on which page the visitor is on example a specific model, campaign, offer etc.) and setting up personalised greetings based on the pages, chat widget etc - not been explored by AVME as of right now, would like to discuss this later

  *   Customised scripts, chat flow and information flow for other general enquiries like Job/Internship enquiries, Press Requests, Dealership location

  *   Phone number validation by SMS for leads to ensure quality

  *   Post chat send dealer location/contact by SMS?

  *   Leads are currently tracked using Google Sheets - currently one way flow

  *   Create Alert for agent when Customer’s IP and the Brand Website country don’t match. The agent should then ensure that lead is diverted to right website

  *   Pooja/Karen to review the Report

  *   Currently 10% of chats are about problems - 90% are about pre-sales

  *   Currently about 70% of chats are converted into leads - not sure how the AR chats will flow

  *   No Data available on current lead quality, LSM to focus on making sure only qualified leads are passed through

  *   The KPI will be reviewed in 8 weeks, and appropriate adjustments would be made

  *   Salesforce is being tested for KSA & UAE Markets, no Salesforce integration needed right now

  *   AVME Websites are currently not covered by GDPR regulations - Would prefer to have an option to delete customer data at later date, if it does not complicate the implementation

  *   Queries such as HR/Job/Internship/press/marketing etc. should be routed to appropriate departments

  *   From AVME - Pooja would be responsible for Audi brand related implementation, and Karen would be responsible for Volkswagen

  *   LSM will not directly coordinate with the Digital Agency - all communication to be routed through Pooja and Karen

  *   Current chat scripts are not available with AVME. Scripts to be worked upon from scratch.

  *   AVME will share access to past chat transcripts so that LSM can understand the conversation flows

Action Items:

LSM

  *   Send Time Lines

  *   Schedule time to discuss proactive engagement strategy and discuss customer segmentation

  *   Script Suggestions

  *   Documents required from AVME for training

  *   Live Chat Technical Requirements

AVME

  *   Review the report samples sent by LSM and let us know if that data is sufficient

  *   Share current process flow

  *   Share current google sheets

  *   Share current transcripts of chats for review

  *   Share traffic stats for the website to make chat volume estimates

  *   Share lead qualification criteria

Follow up questions:

  *

Since most users will browse your website over a mobile browser, would you want to possibly engage customers over Whatsapp as well in addition to Chat?

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Weibrecht, Karen (AE/GVM) <[email-masked]>
Sent: 08 October 2020 12:46 PM
To: Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; Ashish Dabral <[email-masked]>; Niren HB LSM Dsouza <[email-masked]>
Cc: Joshi, Pooja (AE/GAM) <[email-masked]>
Subject: RE: Livechat KickOff

Dear Saurabh

I trust you are well.

As we want to get started on the project and in order to start auctioning all the points we discussed during the call, can you please share:

1.      Meeting minutes from our call (ideally by Sunday at the latest) incl. all action points

2.      Outline of team members on your end incl. responsibilities so we know who to address

3.      Project Plan incl. timeline – we discussed during the call as GoLive with your team for end of November across all platforms

4.      Outline of Input / documentation required from our end (Brand introduction and details on models are currently being collected by Pooja and myself and shared next week)

5.      Suggested outline of scripts

6.      Technical requirements

Thanks

Karen

From: Saurabh Dadu <[email-masked]>
Sent: 06 October 2020 16:50
To: Weibrecht, Karen (AE/GVM) <[email-masked]>; Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; Ashish Dabral <[email-masked]>; Niren HB LSM Dsouza <[email-masked]>
Subject: Re: Livechat KickOff

Hi Karen,

For tomorrow's kick off meeting we would like to get an overview from you for the following items:

  *   What are different type of Live Chats that you expect (Leads, Complaints, Part & Service, Brand Related)
  *   The department wise contact information matrix to follow-up on chats
  *   How you would like different types of engagements on different pages of the website (Understanding how to segment the different visitors)
  *   Understanding the tone and core brand values of VW & Audi
  *   How do you currently pass the website leads to the dealerships
  *   How do you currently track the quality of leads coming through website.
  *

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Saurabh Dadu on behalf of Weibrecht, Karen (AE/GVM) <[email-masked]<mailto:[email-masked]>>
Sent: 05 October 2020 1:55 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Ashish Dabral <[email-masked]<mailto:[email-masked]>>; Ashish Dabral <[email-masked]<mailto:[email-masked]>>; Niren HB LSM Dsouza <[email-masked]<mailto:[email-masked]>>
Subject: Fw: Livechat KickOff
When: 06 October 2020 18:30-19:30.
Where: Microsoft Teams Meeting

Dear Deeksha, Ashish, Ash, Niren,

Please block your calendars for this meeting tomorrow. I will brief you on this in due course.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Weibrecht, Karen (AE/GVM) <[email-masked]<mailto:[email-masked]>>
Sent: 05 October 2020 12:04 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Joshi, Pooja (AE/GAM) <[email-masked]<mailto:[email-masked]>>
Subject: Livechat KickOff
When: 06 October 2020 18:30-19:30.
Where: Microsoft Teams Meeting

Dear Saurabh

Please forward the invite as discussed to the respective people on your end.

Thanks

Karen

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