Subject: Time Lines
From: Saurabh Dadu <[email-masked]>
To: "Weibrecht, Karen (AE/GVM)" <[email-masked]>
Cc: "Joshi, Pooja (AE/GAM)" <[email-masked]>, ashwinee <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Sun, 11 Oct 2020 11:52:06 +0000

Hi Karen,

Thanks for taking time to speaking with us. Please see proposed timelines below. Please let me know if you would like us to add/remove anything.

Week of 11st Oct  - 17th Oct:

  *   Get understanding of Website traffic patterns to project chat volume and use the data to calculate headcount requirements
  *   Agree on a pre-screening test for the chat agents - define key criteria's (Mutually)
  *   Review current Google Sheets format to see how chats are handled
  *   Discussion on different segmentation, user engagement strategies
  *   Understanding the current user flow

Week of 18th Oct - 24th Oct:

  *   Finalise website user segmentation, define engagement strategy for each scenario
  *   Define escalation processes for complaints, service inquiry etc.
  *   Work on Creatives - Chat Windows, greetings, buttons etc.
  *   Define Chat flow
  *   Finalise the Scripts, canned responses
  *   Develop an agent knowledge base
  *   Interview first set of employees/screening
  *   Finalise Reporting formats

Week of Oct 25 - Nov 1

  *   Training of 1st Batch to start
  *   Coordination with Digital Agency to implement chat based on strategy decided
  *   Demo of our Lead/complaint/Inquiry tracker customised for AVME

Week of Nov 1 - Nov 7

  *   Testing everything, Soft-launch on 1 - 2 website
  *   Make changes and adjustments
  *   Training the Bahrain dealership to handle chats
  *   Demo of reporting dashboards

November 8th - Live/Full launch

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