Subject: UTU Customer Support Update for specific cases
From: Ilma Afzal <[email-masked]>
To: Saurabh Dadu <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, LeeLing Teo <[email-masked]>
Date: Wed, 10 Jul 2019 05:02:07 +0000

Hi Saurabh & Team

Wanted to update you on the below (We have discussed internally some cases coming to us from Italy’s operations side – these are unique cases where perhaps some members in Europe have shopped but have not downloaded the app, or they have had their Customs validation denied. Therefore Italy has requested we handle these few cases and reach out to Members. Therefore please see the attached deck I’ve created. I will upload everything onto Google Docs next time and brief Pritish accordingly to then get your agents to help us make those calls. Don’t worry about this too much as of now, but this is so a process is set in place. I will brief Pritish as soon as I get another file from Italy.

Also, Saurabh, is it possible to utilize a Korean agent of yours for one-off calls in Korean? Let us know so we can manage.

What’s been discussed internally:

  *   Each individual case flow will take up to 9 working days in total
  *   No calls will be made by HQ. Strictly only by Customer Service Agents. We need to maintain a professional and global image.
  *   Email templates have been prepared for nonresponsive Members. All emails (if need be) will be sent via: [email-masked]<mailto:[email-masked]> & all responses captured in ZenDesk.
  *   Sharepoint must be used to deposit excel files (dated and named by versions) by Italy Team. Managed by Elena. HQ must be notified from the time the excels are deposited in the folder & 2 working days allowed.
  *   All UTU Team Members must be on Teams/Email to communicate efficiently
  *   HQ will upload selected member cases to Google Docs (accessible to agents so we may proceed with next steps). Managed by Ilma. An additional 2 working days will be needed for this.
  *   LSM Agents utilized for Chinese/English/or Korean & Russian we will be contacting Luca from Sofia
  *   All agents will be briefed by Ilma & will proceed to call the selected Members. Their cases will then be marked as pending/resolved/solved. Each member case must be closed after 7 days of no response. Agents will consolidate all feedback and report back to HQ.
  *   Reports/Feedback will be uploaded to a Google Docs document & an email will be sent out to Italy/Upper Management to discuss cases 9 working days after.

I hope this is sufficient to cover instead of us going back and forth as we need a proper process in place to manage expectations. Hence why there is an email in our Zendesk from Dave frm Indonesia (which I have responded to).

Best,
Ilma

[id:[email-masked]]
Ilma Afzal
Head of Social & Customer Support (Global)
HP:+65 87429640  [email-masked]

UTU Pte Ltd  
491B River Valley Road #04-02 Valley Point Singapore 248373 www.utu.global<http://www.utu.global/>

Download UTU on GooglePlay http://bit.ly/2jzu30k or iTunes http://apple.co/2jeYV6Q

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. UTU Pte Ltd is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

From: Wonbum Choi <[email-masked]>
Date: Tuesday, 9 July 2019 at 8:00 PM
To: Ilma Afzal <[email-masked]>, Elena Bau <[email-masked]>, Sanjay Chinchwade <[email-masked]>, LeeLing Teo <[email-masked]>
Cc: Alessandro Ciambrone <[email-masked]>, Elisa Narducci <[email-masked]>
Subject: RE: UTU Customer Support Update (190701)

Hi all,

Despite my texting the UTU download link (https://play.google.com/store/apps/details?id=global.utu.taxfreemobileapp) to Ms. Lim, she didn’t use it and downloaded ‘UTU Reward Thailand’ from Google Play Store.
I tried to induce her to download the correct one by using a search word ‘UTU tax refund’ or the above link, but she declined, saying that it is too cumbersome and confusing to get the refund.
I expressed my apologies to her on behalf of UTU and re-asked her to do it when she has a chance within this week. But I am not sure she will do so or not.

In my view, probably she might feel dubious about the link at the first time-what if it is a phishing link and better to check Play Store by herself instead. But she eventually got confused it with UTU Reward Thailand.

From this case, maybe we can learn that we need to improve the followings:

Õ  UTU merchant training to ensure checking customer’s full UTU registration in parallel with the customer education

Õ  How to mitigate the confusion when downloading the app between ‘UTU Reward Thailand’ and ‘UTU Tax Refund’

Õ  Development of customer contact services in a more structured and professional way (e.g. Using my mobile phone to contact Ms. Lim was unprofessional and even suspicious to the customer)

Best regards,
Wonbum

 Wonbum Choi / Country Manager, Korea
M: +82 10 3747 2170 / [email-masked]<mailto:[email-masked]>

www.utu.global<http://www.utu.global/>

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorised disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

From: Ilma Afzal <[email-masked]>
Sent: Tuesday, July 9, 2019 6:58 PM
To: Elena Bau <[email-masked]>; Sanjay Chinchwade <[email-masked]>; LeeLing Teo <[email-masked]>
Cc: Alessandro Ciambrone <[email-masked]>; Elisa Narducci <[email-masked]>; Wonbum Choi <[email-masked]>
Subject: Re: UTU Customer Support Update (190701)
Importance: High

Hi Elena,

I can access the portal now but cannot view the payment channel section, just like you.
May I please also suggest a process flow for these cases moving forward?

  *   Perhaps for the next few weeks, we should cap the time limit per case to 7 working days from the time the issue is raised to the time we close it. I appreciate you reaching out Elena, and so if we have a defined process that’s extremely clear and initiated via an internal meeting to map escalation, moving forward everyone’s roles in this will become much easier etc.
  *   It should also be defined where operation’s role begins & where our customer service takes over.
  *   Top critical cases can be highlighted by Operations & Ale, but our team in HQ need some heads up on how many cases are coming in and we need time to buffer the best possible outcome so please allow 1-2 working days for us to take on future case, as we may be dealing with an influx of other customer inquiries on other sides and then an additional 5 working days to resolve the issue or close it if the member is satisfied/or has not responded.
  *   Before we take on a case to cold call or email, we need to understand that a native language speaker (i.e. WonBum for Korean, our Chinese agent for Chinese) should also be consulted before we go ahead, to give the member the best possible experience.
  *   I am preparing email templates for basic follow ups if a member does not pick up the call or responds. Their cases will be closed if we do not gain a response 5 working days after.
  *   Therefore, if Ops & Italy team need a follow up, please allow 7 working days for the final outcome to be brought forward. I will email the feedback to you accordingly at the end of the resolution.
  *   Also, I do suggest you (@Elena Bau<mailto:[email-masked]>) create a Group on Teams and add any relevant members such as myself, WonBum, Sanjay to it so that if anyone skips an email, you may alert us.
  *   For example, now that today’s case with WonBum’s Korean member – the Member has now downloaded the App and has added a Payment Channel. Which is not showing in the Portal. @LeeLing Teo<mailto:[email-masked]> This is something we must highlight to the Tech team in Italy ASAP, as we need WonBum to contact the member in a follow up and reassure them that their refund is now in process, as per usual.

Hope this covers a basic process & understanding moving forward so both our teams can help each other.
Let me know if you need to get on a call. I’m available at any time on Whatsapp or Telegram.

Best,
Ilma
[id:[email-masked]]
Ilma Afzal
Head of Social & Customer Support (Global)
HP:+65 87429640  [email-masked]<mailto:[email-masked]>

UTU Pte Ltd  
491B River Valley Road #04-02 Valley Point Singapore 248373 www.utu.global<http://www.utu.global/>

Download UTU on GooglePlay http://bit.ly/2jzu30k or iTunes http://apple.co/2jeYV6Q

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. UTU Pte Ltd is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

From: Elena Bau <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 9 July 2019 at 4:58 PM
To: Ilma Afzal <[email-masked]<mailto:[email-masked]>>, Sanjay Chinchwade <[email-masked]<mailto:[email-masked]>>
Cc: Alessandro Ciambrone <[email-masked]<mailto:[email-masked]>>, Elisa Narducci <[email-masked]<mailto:[email-masked]>>, Wonbum Choi <[email-masked]<mailto:[email-masked]>>, LeeLing Teo <[email-masked]<mailto:[email-masked]>>
Subject: Re: UTU Customer Support Update (190701)

Hi Ilma,
Many thanks I am checking inside to Customer Service portal, I let you know when the CC will appear. Currently the CC info is not present yet.
I would like to ask you if, do you have the access to the Customer service portal? => link: https://customerservice.utuglobal.net/#/member/datatable (please see attached the screen shot of the Customer service portal)
I am asking this information since inside the member section you can find all Traveler’s information.
For the future we have to find a way to avoid sending Traveler info by email due to PCI, maybe we can set up a call to define the best way to proceed, what do you think?

@ Hi Elisa
Regarding the other point mentioned by Traveler, could you please check with the Merchant?
Here are a few points of feedback:

  *   I checked with Alice and she was able to tell me that this member did the transaction at Football Team store
  *   The member did not know about the UTU app and was not asked to download anything – didn’t know an app existed
  *   The member also did not interact with the UTU tablet in the store at all (didn’t even see it)
  *   The shop assistant did everything for her and she was given zero information so had no idea what to do next
  *   There seems to be a huge lack of education in terms of there being a need to download the app and adding a payment channel – so please do revert this feedback to whomever is holding merchant training.

Many thanks

[signature_49595747]
Elena Baù
Operation Manager
M: +39 335 810 8942
E: [email-masked]<mailto:[email-masked]>

UTU Rewards S.r.l.
Via Maurizio Gonzaga 3
20123 Milan, Italy
www.utu.global<http://www.utu.global/>

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

Da: Ilma Afzal <[email-masked]<mailto:[email-masked]>>
Data: martedì 9 luglio 2019 09:59
A: Elena Bau <[email-masked]<mailto:[email-masked]>>, Sanjay Chinchwade <[email-masked]<mailto:[email-masked]>>
Cc: Alessandro Ciambrone <[email-masked]<mailto:[email-masked]>>, Elisa Narducci <[email-masked]<mailto:[email-masked]>>, Wonbum Choi <[email-masked]<mailto:[email-masked]>>, LeeLing Teo <[email-masked]<mailto:[email-masked]>>
Oggetto: Re: UTU Customer Support Update (190701)

Hi All,

I am CC’ing Wonbum on this as he just spoke to the Korean user (Member ID , HRG8MHB6O)

Here are a few points of feedback:

  *   I checked with Alice and she was able to tell me that this member did the transaction at Football Team store
  *   The member did not know about the UTU app and was not asked to download anything – didn’t know an app existed
  *   The member also did not interact with the UTU tablet in the store at all (didn’t even see it)
  *   The shop assistant did everything for her and she was given zero information so had no idea what to do next
  *   There seems to be a huge lack of education in terms of there being a need to download the app and adding a payment channel – so please do revert this feedback to whomever is holding merchant training.
  *   Followup: Wonbum assisted the member in downloading the app already & adding a payment channel, so @Elena Bau<mailto:[email-masked]> can you please check on the status and revert back to us? Please CC Wonbum on all information with this particular member’s case so he can also follow up with the member.

We will let you know about the Chinese customer’s feedback as well shortly.
Please keep us posted.

Best,
Ilma

[id:[email-masked]]
Ilma Afzal
Head of Social & Customer Support (Global)
HP:+65 87429640  [email-masked]<mailto:[email-masked]>

UTU Pte Ltd  
491B River Valley Road #04-02 Valley Point Singapore 248373 www.utu.global<http://www.utu.global/>

Download UTU on GooglePlay http://bit.ly/2jzu30k or iTunes http://apple.co/2jeYV6Q

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. UTU Pte Ltd is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

From: Elena Bau <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 9 July 2019 at 2:44 PM
To: Ilma Afzal <[email-masked]<mailto:[email-masked]>>, Sanjay Chinchwade <[email-masked]<mailto:[email-masked]>>
Cc: Alessandro Ciambrone <[email-masked]<mailto:[email-masked]>>, Elisa Narducci <[email-masked]<mailto:[email-masked]>>
Subject: FW: UTU Customer Support Update (190701)

Hi Ilma
Any news about the request below?
We are asking since today at 10:00 we have to issue the refund payment for the Travelers.
Please let us know asap
Best regards

[signature_49595747]
Elena Baù
Operation Manager
M: +39 335 810 8942
E: [email-masked]<mailto:[email-masked]>

UTU Rewards S.r.l.
Via Maurizio Gonzaga 3
20123 Milan, Italy
www.utu.global<http://www.utu.global/>

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

Da: Elena Bau <[email-masked]<mailto:[email-masked]>>
Data: mercoledì 3 luglio 2019 12:49
A: Ilma Afzal <[email-masked]<mailto:[email-masked]>>
Cc: Alessandro Ciambrone <[email-masked]<mailto:[email-masked]>>, Sanjay Chinchwade <[email-masked]<mailto:[email-masked]>>, Elisa Narducci <[email-masked]<mailto:[email-masked]>>
Oggetto: Re: UTU Customer Support Update (190701)

Hi Ilma
Many thanks for your quick reply..
Just one additional information about the member where the number is inactive, did you try to send an email? In the excel file I included both information (phone number/email).

As I understood by Alessandro you are giving the priority to the following transactions:

  1.  Two transactions where Travelers received a Customs rejected:

  1.  Two transactions where Traveler did not fill in the CC:

Please send us the feedback about these 4 transactions but also for the others included in the excel file attached.
Moreover I would like to know if do you have the access to the Customer service portal? Link: https://customerservice.utuglobal.net/#/member/datatable
Best regards

[signature_49595747]
Elena Baù
Operation Manager
M: +39 335 810 8942
E: [email-masked]<mailto:[email-masked]>

UTU Rewards S.r.l.
Via Maurizio Gonzaga 3
20123 Milan, Italy
www.utu.global<http://www.utu.global/>

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

Da: Ilma Afzal <[email-masked]<mailto:[email-masked]>>
Data: mercoledì 3 luglio 2019 10:14
A: Elena Bau <[email-masked]<mailto:[email-masked]>>
Cc: Alessandro Ciambrone <[email-masked]<mailto:[email-masked]>>, Sanjay Chinchwade <[email-masked]<mailto:[email-masked]>>
Oggetto: Re: UTU Customer Support Update (190701)

Hi Elena,

After the call with Ale, I called 2 customers who had rejected customs claims, etc – 1 number was inactive (member from IND) and 1 member did not pick up the call (IDN Member).
I will try again later.

Best,
Ilma

From: Elena Bau <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 3 July 2019 at 3:02 PM
To: Ilma Afzal <[email-masked]<mailto:[email-masked]>>
Cc: Alessandro Ciambrone <[email-masked]<mailto:[email-masked]>>, Sanjay Chinchwade <[email-masked]<mailto:[email-masked]>>
Subject: Re: UTU Customer Support Update (190701)

Dear Ilma
this morning during regular control, I noticed that a transaction in the list sent has received a “Rejected by Customs”, see in the file attached the transactionID is the first in the list.

TransactionId
PERIOD
MemberId
Invoice n.
Business Model
Issuing Date
CURRENT DATE
Count Exit days
Refund
Country Of Residence Id
CUSTOMS STAMP
Phone Number
email
Tourist payment channel
USERS CATEGORIES
9721215700629804
201906
YP8BXYLH2
UTU1G
B2BLegacy
27/06/19
03/07/19
6
  127,23
IND
REJECTED BY CUSTOMS
+628118705978
[email-masked]<mailto:[email-masked]>
Mastercard
4

Did you already contact this Traveler?
It is necessary to ask additional information to this Traveler in order to understand what is happened, like:

  *   What was the Customs where he made the exportation?
  *   Could you please ask also the detail of the trip done?

Please let us know and many thanks for your support
Best regards
[signature_49595747]
Elena Baù
Operation Manager
M: +39 335 810 8942
E: [email-masked]<mailto:[email-masked]>

UTU Rewards S.r.l.
Via Maurizio Gonzaga 3
20123 Milan, Italy
www.utu.global<http://www.utu.global/>

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

Da: Elena Bau <[email-masked]<mailto:[email-masked]>>
Data: lunedì 1 luglio 2019 16:39
A: Sanjay Chinchwade <[email-masked]<mailto:[email-masked]>>, Ilma Afzal <[email-masked]<mailto:[email-masked]>>
Cc: Alessandro Ciambrone <[email-masked]<mailto:[email-masked]>>
Oggetto: FW: UTU Customer Support Update (190701)

Dear all
Maybe this can support you in order to contact the Travelers.
I added into the excel file the related Users categories.
Many thanks in advance for any feedback about it.
Best regards

[signature_49595747]
Elena Baù
Operation Manager
M: +39 335 810 8942
E: [email-masked]<mailto:[email-masked]>

UTU Rewards S.r.l.
Via Maurizio Gonzaga 3
20123 Milan, Italy
www.utu.global<http://www.utu.global/>

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

Da: Elena Bau <[email-masked]<mailto:[email-masked]>>
Data: lunedì 1 luglio 2019 14:47
A: Ilma Afzal <[email-masked]<mailto:[email-masked]>>
Cc: Alessandro Ciambrone <[email-masked]<mailto:[email-masked]>>
Oggetto: FW: UTU Customer Support Update (190701)

Nice to meet you! Dear Ilma,
Let me introduce myself, on 03/06/2019 I started to work with Alessandro and  Italian team as Operation Manager.
I am writing you about the request attached related to the Travelers that made transactions and where we are not sure:

  *   how was the experience with UTU service offered
  *   If Traveler understand the process to obtain the related refund
  *   Etc…
Alessandro involved me also for the communication below and now I am not sure if all actions taken are linked to the request sent, could you please tell me if it was concerning?
During the startup we would like to assure that Travelers receive the best service in order to reduce potential complaints with the Merchants.
Many thanks for your support to understand this point since we need to be sure that all Travelers will be contact by our Customer service as soon as possible.
Feel free to correct me if I misunderstood something.
Thanks a lot
Best regards

[signature_49595747]
Elena Baù
Operation Manager
M: +39 335 810 8942
E: [email-masked]<mailto:[email-masked]>

UTU Rewards S.r.l.
Via Maurizio Gonzaga 3
20123 Milan, Italy
www.utu.global<http://www.utu.global/>

This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.

Da: Alessandro Ciambrone <[email-masked]<mailto:[email-masked]>>
Data: lunedì 1 luglio 2019 10:18
A: Elena Bau <[email-masked]<mailto:[email-masked]>>
Oggetto: Fwd: UTU Customer Support Update (190701)

Get Outlook for Android<https://aka.ms/ghei36>

________________________________
From: Ilma Afzal
Sent: Monday, July 1, 2019 9:58:23 AM
To: Alessandro Ciambrone
Subject: FW: UTU Customer Support Update (190701)

Hi Ale,

Hope you’re well. Please note the customer support update below.

Cheers,
Ilma

From: Ilma Afzal <[email-masked]<mailto:[email-masked]>>
Date: Monday, 1 July 2019 at 3:14 PM
To: Sanjay Chinchwade <[email-masked]<mailto:[email-masked]>>, Ameer Jumabhoy <[email-masked]<mailto:[email-masked]>>, Stephanie Yeo <[email-masked]<mailto:[email-masked]>>, Alice Chuah <[email-masked]<mailto:[email-masked]>>, Murugeswaran N <[email-masked]<mailto:[email-masked]>>, Luca Robustellini <[email-masked]<mailto:[email-masked]>>, Khim lim <[email-masked]<mailto:[email-masked]>>
Cc: Joshua Khoo <[email-masked]<mailto:[email-masked]>>, LeeLing Teo <[email-masked]<mailto:[email-masked]>>, Norman How <[email-masked]<mailto:[email-masked]>>, Murugeswaran N <[email-masked]<mailto:[email-masked]>>
Subject: UTU Customer Support Update (190701)

Hi All,

Just a quick round up of Customer Service activities this week to keep you all updated/aligned in terms of expectations:

  *   Our UTU hotline is now active at: + 44 (800) 0418174
  *   We need to input this number into the App ASAP, so @Joshua Khoo<mailto:[email-masked]> I will need you to input it above SafePay’s number on the Contact Us app page and entitle it “UTU Support Number”, @Khim lim<mailto:[email-masked]> please then relay this to Italy team and have the changes done accordingly.
  *   The IVR first draft was sent to me in mp4 but due to the mispronunciation’s, I’ve sent them back to be changed and we should get that sorted by end of day tomorrow with finalized versions of the automated voice recordings.
  *   The automated voice recordings will be in British English & I am choosing light, upbeat warm music for call waiting.
  *   For call waiting music, I will be purchasing some royalty free music and passing this to Saurabh’s team as his team doesn’t provide this feature. This will be done by tomorrow latest.

  *   Mock calls with the Agents, Lily and Amy, have begun & I have relayed my feedback to Saurabh’s team in terms of training them more for the specific products, as well as following the scripts, which have now been finalized and sent over to us. We set up mock calls in both English & Chinese. I will be having another mock call session today to test the external team.
  *   The ZD plan has now been updated to 5 licenses – for the Agents: 2 Chinese (Lily, Amy), 1 Admin(Ilma), 1 Account Manager (Pritish), 1 Russian Agent (Luca) - @Alice Chuah<mailto:[email-masked]> , LSM will be sending over a PR to you.
  *   @Murugeswaran N<mailto:[email-masked]> We need an update on the jotform please and we need to know when you are making it live on the website? Norman had told us that you are exploring options to customize the form but we need a hard date.
  *   All email mapping & networking in accordance to languages will be shared within this week.
  *   Additional self service FAQs for ZD, as well as call/email scripts have been 90% finalized and I need one final session with the team. @Sanjay Chinchwade<mailto:[email-masked]> Please let me know your availability and I will walk you through these.
  *   All triggers, automations and macros on Zendesk have been input and can be gone through by us as a team.
  *   @Luca Robustellini<mailto:[email-masked]>from Italy (who has undergone and completed internal training with me) has requested Russian translations of files and so I have handed them over to him already. Luca has yet to commence training of the Sofia team and will keep me posted in regards to this, as that team will solely be replying to emails, NOT calls.

That’s all for now, guys.

Best,

Ilma

[id:[email-masked]]
Ilma Afzal
Head of Social & Customer Support (Global)
HP:+65 87429640  [email-masked]<mailto:[email-masked]>

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