Subject: Re: Last 3 months chat data
From: Ashish Dabral <[email-masked]>
To: saurabh <[email-masked]>
Date: Wed, 28 Jul 2021 06:58:31 -0700 (MST)

Hi Sir, 

Here is the attached Emails and Whatsapp chats day wise. 

Regards, 
Ashish Dabral 

From: "saurabh" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Wednesday, July 28, 2021 6:50:12 PM 
Subject: Fw: Last 3 months chat data 

Hi Ashish - Please use this template 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Murtaza Kutiyanawala <[email-masked]> 
Sent: 28 July 2021 1:53 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 : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ http://www.homeboxstores.com/ | www.homeboxstores.com ] 

From: Saurabh Dadu <[email-masked]> 
Sent: Tuesday, July 27, 2021 2:15 PM 
To: Murtaza Kutiyanawala <[email-masked]>; Imran Mohammed <[email-masked]>; Niren HB LSM Dsouza <[email-masked]>; Alan Ninan <[email-masked]>; Deeksha Dadu <[email-masked]> 
Cc: Faizal Maradeya <[email-masked]>; Divek Karagwal <[email-masked]>; Ankit Arora <[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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 27 July 2021 2:35 PM 
To: Imran Mohammed < [ mailto:[email-masked] | [email-masked] ] >; Niren HB LSM Dsouza < [ mailto:[email-masked] | [email-masked] ] >; Alan Ninan < [ mailto:[email-masked] | [email-masked] ] >; Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faizal Maradeya < [ mailto:[email-masked] | [email-masked] ] >; Divek Karagwal < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Ankit Arora < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Last 3 months chat data 

Hi Imran, 

I am doing good thanks for asking. 

[ mailto:[email-masked] | @Alan Ninan ] / [ mailto:[email-masked] | 
@Deeksha Dadu ] – 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 : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7C349f7918553244be54bc08d950e760ee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637629777143611086%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=EtzzeJYxU%2Fg7O1BqspjzqCr%2FDTuZD0aqZVi7S1xg0Tg%3D&reserved=0 | www.homeboxstores.com ] 

From: Imran Mohammed < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, July 27, 2021 12:14 PM 
To: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Niren Dsouza < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faizal Maradeya < [ mailto:[email-masked] | [email-masked] ] >; Divek Karagwal < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 14 July 2021 at 3:21 PM 
To: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >, Niren Dsouza < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faizal Maradeya < [ mailto:[email-masked] | [email-masked] ] >, Divek Karagwal < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Date: Monday, 12 July 2021 at 9:22 AM 
To: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >, Niren Dsouza < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faizal Maradeya < [ mailto:[email-masked] | [email-masked] ] >, Divek Karagwal < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Last 3 months chat data 

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

HI Niren, 

Request you to confirm on the below 1 st pointer. 

We can have a call today for the 3 rd 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 : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7C349f7918553244be54bc08d950e760ee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637629777143611086%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=EtzzeJYxU%2Fg7O1BqspjzqCr%2FDTuZD0aqZVi7S1xg0Tg%3D&reserved=0 | www.homeboxstores.com ] 

From: Imran Mohammed < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, July 8, 2021 1:28 PM 
To: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faizal Maradeya < [ mailto:[email-masked] | [email-masked] ] >; Divek Karagwal < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 7 July 2021 at 8:07 PM 
To: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faizal Maradeya < [ mailto:[email-masked] | [email-masked] ] >, Divek Karagwal < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 7 July 2021 at 5:34 PM 
To: Imran Mohammed < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faizal Maradeya < [ mailto:[email-masked] | [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 : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7C349f7918553244be54bc08d950e760ee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637629777143621048%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=siuAzIjDA%2FphwMOtC8hcdAkXGKDhhg6lYgT7N7F7tmA%3D&reserved=0 | www.homeboxstores.com ] 

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

External email sender, please take precaution. 

Niren D'Souza 

Team Manager 

[ mailto:[email-masked] | [email-masked] ] 

From: "Niren Dsouza" < [ mailto:[email-masked] | [email-masked] ] > 
To: "murtaza kutiyanawala" < [ mailto:[email-masked] | [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 

[ mailto:[email-masked] | [email-masked] ] 

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. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ] 
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