Subject: Chat Feedback / 26/11/2019
From: Rosette Modiri <[email-masked]>
To: Swagtron <[email-masked]>
Date: Mon, 25 Nov 2019 12:35:05 -0700 (MST)

Hi Team, 

PFB the chat feedback: 

Chat w/Dena McNeil – This was the chat where agent stated to seek help from someone who can help them. Definitely would not want to say something like this to a customer. 

Chat w/Peter – Customer needed a T881 charger. Agent told the customer our website is out of stock but they then said they checked inventory and it is available without any further explanation of setting up a sales order, etc. 

Chat w/Visitor – Customer ended up leaving because agent took a very long time just to find out if our scooters were appropriate for a 7 year old. 

Chat w/Steve Quinn – Customer stated their T6 only powers on when plugged in. Agent told the customer they could have received a faulty product which we should never say. They also told the customer to contact Walmart for further assistance. 

Chat w/Cassi Leiferman – Agent was trying to troubleshoot, but it seemed very clear the agent was just guessing and seemed to really confuse/frustrate the customer. 

Chat w/Sandra Lash – Customer said unit stopped working and the agent just had them fill out RMA. Didn’t ask any more questions or try to troubleshoot at all. 

Chat w/Joanna – Customer was asking about the best hoverboard for an 8 year old. The agent just sent a link to the hoverboards on our website. The customer has probably already looked at that. They want our guidance. 

Chat w/Mindy – Customer stated they wanted to buy a hoverboard and bring it to Israel for their granddaughter. We needed to let the customer know that they may not be able to bring hoverboard on a plane and also warranty would not apply overseas. 

Chat w/Evan Bracken – Customer said they needed a new tire. Agent just sent them RMA link without really asking questions. The customer then said they bought the scooter from a friend which means they have no warranty. Agent then just told them to fill out RMA again. Customer said they have no receipt and the agent told them to upload the receipt in the form. Lots of pauses in this chat from agent too. 

Chat w/Holland Palmer – Customer asked about Black Friday sales. Agent told them to just check the website on that day. We have an email alert customers can sign up for on Swagtron.com to get an email about Black Friday sales. Should be directing to that. 

Chat w/Francis – Customer wanted wiring diagram for Swagger 2. Should have just told the customer from the beginning this is something we cannot provide and tried to assist outside of this. 

Chat w/Kelley Tidwell – Customer stated “assist no power” and the agent just sent link to RMA. Didn’t even ask which unit or try to troubleshoot. 

Chat w/Bradley – Agent used phrase “do the needful repairing”. We can just say “can complete the repairs”. 

Please note that : You need to be more attentive on chats and avoid mistakes, any single mistake will not be accepted, in case you're unconfident about the response please refer to me for more clarification. 

Hope this will help. 

Kind Regards, 

Rosette