Subject: HFL Chats audit for 09/14/2022
From: Harsh Sharma <[email-masked]>
To: "Jet Jason, Paraiso. Gromea" <[email-masked]>, Anish Nair <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Wed, 14 Sep 2022 19:24:41 -0700 (MST)

Hello Team, 

Please find the feedback for the HFL chats audit on 09/14/2022: 

Customer Details: Chris (Phone: 2178997128) (email: [email-masked]) 
Agent: Jason 
Comment: Cx contacted to know if the order has been processed. The agent shared the order ID and informed will email the invoice shortly. The agent shared the details through ZD149143. However, the agent should have confirmed on which email cx needs the invoice and would have informed cx that the order receipt went to the email he mentioned while placing the order as cx contacted us using a different email. Also, while sending the invoice agent should have downloaded the invoice and then attach it to the ZD ticket. 

Customer Details: Chrs (Phone: 2718997128) (email: [email-masked]) 
Agent: Jason 
Comment: Cx contacted to know about the order and left while the agent informed that he is checking the details. 

Customer Details: Lucas (email: [email-masked]) 
Agent Jason 
Comment: Cx contacted and was enquiring about DHEA and refund. Chat was handled as per process guidelines. 

Customer Details: Kenzo uang (+639271338604) (email: [email-masked]) 
Agent: Anish 
Comment: Cx contacted to complain about the order not being received yet. Chat was handled as per process guidelines but didn't mention any notes in UC. 

Customer Details: Mario Triballi (Phone: 0044758743586) (email: [email-masked]) 
Agent Anish 
Comment: cx asked for order status. Chat was handled as per process guidelines and the information was shared with the cx. 

Customer Details: Aakash (Phone: 09810723643) (email: [email-masked]) 
Agent: Anish 
Comment: Cx called and asked to call him to place an order on call. Agent closed the chat and informed him he will be calling him. 

Customer Details: Visitor 25328549 
Agent: Anish 
Comment: Cx didn't reply to the chat and left the chat. however, the agent should have closed the chat as per the closure procedure. 

Customer Details: Kathryn Liethen (email: [email-masked]) 
Agent: Jason 
Comment: Cx contacted to update credit card details. The agent shared the information as per process guidelines. 

Customer Details: Sharon (Phone: 0858064890) (email: [email-masked]) 
Agent: Harsh, Jason 
Comment: Cx was looking for any discount or offers, informed cx as per process guidelines. Cx was also looking if we ship to Ireland. informed yes we do ship to Ireland. 

Customer Details: Brad (Phone: [email-masked]) 
Agent: Jason 
Comment: Cx had 2 AS, so asked to cancel 1 and postpone 1 until Dec. Chat was handled as per process guidelines. 

Customer Details: Eric (email: [email-masked]) 
Agent: Jason 
Comment: Cx had a query related to AlphaViril ingredients, chat was handled as per process guidelines. 

@Jason Kindly take care while replying to cx's as you make typo errors while replying to cx. Please be extra careful in future. 

No missed/abandoned chats. 

Thanks and regards, 
Harsh Sharma