Subject: Fwd: Max cleavage chats
From: Pritish Nandi <[email-masked]>
To: Rahul Kumar <[email-masked]>
Date: Thu, 17 Sep 2015 02:37:23 +0530 (IST)

Subject: Max cleavage chats
From: Deeksha Dadu <[email-masked]>
To: "Kartik p . rao" <[email-masked]>, jessica yan <[email-masked]>, "Ritika Yadav" <[email-masked]>
Cc: Subir Chakma <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Wed, 19 Aug 2015 17:58:03 +0530 (IST)

Hi all, 

i am forwarding you lot of chat transcripts for maxcleavage. these are real chats handled by their in-house staff. please go through them to see how they handle chats, what kind of queries customers ask etc. for questions that you are doubtful for, please ask me if you are not sure what information you are authorised to give and what not. these chats need to read in conjunction with KB so that you don't authorise things that you are not supposed to. Things to remember in this process- Flawless English, prompt responses. Also, with this client we will have to be on the site and helping the client navigate to what they are looking for. We will have to use initiative some of the time. You could maybe be a bit more engaging, and friendly, so you don't just sound like you are copying and pasting!' 

ahish will send you a lot more chats shortly. 

@Pritish/Subir: please familiarise yourself with this process as you may need to help agents in real time. 

regards, 
deeksha 

From: "Ashish Dabral" <[email-masked]> 
To: "deeksha" <[email-masked]> 
Sent: Monday, July 27, 2015 1:12:52 PM 
Subject: Chats11 

Hello Ma'am 

PFA 

Regards 
Ashish Dabral 

Subject: Max cleavage chat transcripts
From: Deeksha Dadu <[email-masked]>
To: "Kartik p . rao" <[email-masked]>, jessica yan <[email-masked]>, "Ritika Yadav" <[email-masked]>
Cc: Subir Chakma <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Wed, 19 Aug 2015 17:59:45 +0530 (IST)

Ashish will be sending you maxcleavage chat transcripts. there are many separate files so please go through as many as you can. this goes live on Monday with test chats happening before that with the client. 

Subject: Max Cleavage final documents
From: Deeksha Dadu <[email-masked]>
To: "Ritika Yadav" <[email-masked]>, "Kartik p . rao" <[email-masked]>, jessica yan <[email-masked]>
Cc: Subir Chakma <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Fri, 21 Aug 2015 15:57:59 +0530 (IST)

Hi all, 

please find attached the final KB and instructions to create tickets on maxcleavage. 

An important note: we cannot add to or change an order which was placed before 4pm BST on the day of the chat. It may have already been processed and shipped and as we don’t have access to those details we can’t edit the order. 

Rebecca has added in some extra responses into the KB, please see attached. She has also edited the key ops, second tab. There is also a general document, third tab, where I have added in some specifics which will be helpful for MX chats. Please take a look. Also attached are the instructions for creating tickets for this client. We only need to do this if we have a requested to edit/cancel/add to an order. We will create a ticket and the comments will be placed into the message box with the transcript attached in a word document. 

Please go through it and let me know if you have any questions. It is very simple. 

Rebecca will take a test chat with all of you but please wait for my instructions to go online on slack. i don't want any of you have to have test chats without me around for now so for Kartik and Jessica, please do not log into slack before Monday. I will tell you when i need you to. 

She would like to do a start to finish test run. Starting with a chat on Slack – then going in to LC and creating a ticket and assigning them and sending it through to me. 

About chats, she expects you guys to take more initiative and proactively offer to check for availability of products on the website etc. when need be. for instance if the customer says he wants to make a change to the order, you can always what product and what size she would like to exchange it with and check on the website for availability. You have to be friendly, conversational and helpful without being robotic and copying pasting answers. you can always use canned but quickly make modifications to make them sound human before sending them out. Of course- english has to be perfect at all times! 

please let me know if there are any questions. 

regards, 
deeksha 

Subject: Max Cleavage docs
From: Deeksha Dadu <[email-masked]>
To: jessica yan <[email-masked]>, "Ritika Yadav" <[email-masked]>, "Kartik p . rao" <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, Subir Chakma <[email-masked]>
Date: Mon, 24 Aug 2015 18:00:34 +0530 (IST)

hi all, 

please find attached the revised ticket creation doc and briefing doc for maxcleavage. the client's name mean the name of he customer here. any questions, please just call me. 

regards, 
deeksha