Subject: Fwd: Chat Feedback 11/28-11/29
From: Rosette Modiri <[email-masked]>
To: Swagtron <[email-masked]>
Date: Sat, 30 Nov 2019 11:07:47 -0700 (MST)

Hi Team, 

Regards, 

Rosette 

From: "saurabh" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Sent: Saturday, November 30, 2019 11:35:59 PM 
Subject: Fwd: Chat Feedback 11/28-11/29 

Regards, 

Saurabh Dadu 
LiveSalesman 

Begin forwarded message: 

From: Christine Giver <[email-masked]> 
Date: 30 November 2019 at 3:02:05 AM IST 
To: Saurabh Dadu <[email-masked]> 
Cc: Mike Johnson <[email-masked]>, Debbie Tan <[email-masked]> 
Subject: Chat Feedback 11/28-11/29 

BQ_BEGIN

Just sharing some feedback from chats over the past couple of days. 

Chat w/Tommy Hargrove: Customer asked two questions and CSR only answered one of them so customer had to ask again. Agent also could have been more empathetic about the fact that our black Friday discount is only good through 12/3 as customer was clearly upset about this. We may not be able to change this, but we can still let the customer know we understand. 

Chat w/Donna P: Customer was upset that photo was on box when package was delivered so her daughter could see what it was. The agent said they would forward the concern, but they should have apologized in some way as well. 

Chat w/Stephon Heywood: Customer asked if they could change color of scooter they ordered. CSR told them they would forward concern to their manager. We cannot change the color once there is an MPL. Customer would have to cancel and re-order. In a later chat, the agent confirmed we would change the color but on SO it still shows silver and the item shipped today. 

Chat w/Karen Tatosyan: Customer was asking about their order as they had not received. The SO shows clearly the item is out of stock. CSR advised they would ask their manager and get back to them. All we would have had to do is let the customer know the item was out of stock and offer them an option to change the color, wait until the item comes back in stock or cancel the order. 

Chat w/Sam: Customer asked why getting his bike repaired/replaced took so long compared to a friend’s and CSR told him because we had to exchange it. Customer said his friend also got an exchange so this didn’t make any sense. That explanation was not accurate and the customer saw right through it so we want to be more accurate when explaining the reason for a delay. 

Chat w/Mark Bilton-Smith: Customer asked about Swagger 9 on Amazon and mentioned the photo on there. The agent told the customer that photo is an accurate photo of a Swagger 9. It is not. That is a photo of a Swagger 5. It is there as a placeholder because we do not have a photo of the Swagger 9. If the agent had looked at the listing and then looked at a photo of a Swagger 5 this would have been apparent so please try to look things up like this if the customer mentions it. 

Chat w/Yuji: The customer told the CSR they needed their serial number because the sticker on the unit was all ripped up and the CSR responded to the customer telling them to check their sticker. This can make the customer think we are not paying attention. 

Chat w/Visitor: Customer asked about T6 which is out of stock and was upset they might miss out on black Friday deal. It was already established the unit is out of stock and the CSR kept telling the customer about the coupon code. Wasn’t demonstrating they were listening. 

Some of the items I have mentioned before have shown some improvement. I think the biggest things I have seen at the moment are still seeing situations where we didn’t pay attention to detail or answer all questions a customer had as well as making sure we are showing empathy when customers are upset. Please keep working on that. 

Thanks! 

Sincerely, 

Christine Giver 

Customer Service Manager 

BQ_END