Subject: JayWay Chat Audit
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Thu, 25 Nov 2021 03:02:56 -0700 (MST)

Hi Harsh, 

Please find the analysis details of the chats audited for JayWay: 
Chat ID: R3O2LY9JLD (Harsh) : Chat was handled well and all the points were covered however need to be better with the questions, there should not be any typo/incorrect response in the chat, need to use some personalization as well like the name of the customer with the response e.g Hi Barua, how are you today? 2nd question should have been " How many days (duration) are you planning this holiday for? Do you also know when you would want to leave? We need to answer customer queries when he asks about the cost and also need to advise on the TAT (turn around time) for him to receive a call/communication from our vacation planner as he mentioned "I am waiting for him" twice. 

Chat ID: R3T3CHSCCW (Harsh) : Chat was handled pretty well and all the queries and questions of the customer were answered as per the process guidelines and expectations. 

No abandoned/missed chat. 

Thanks and Regards, 

Amit