Subject: Re: Missed Chats and wrong information
From: Deeksha Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Cc: Abhishek Dalal <[email-masked]>, kaeiarablythedelfino <[email-masked]>, kaeiara blythe <[email-masked]>, Saurabh Dadu <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Thu, 29 Oct 2020 08:01:57 +0000

Kae,

What is going on? Why do we have missed chats and no responses chats for you??? This is completely unacceptable. I need an immediate explanation

Sent from my iPhone

On 29 Oct 2020, at 13:28, Pritish Nandi <[email-masked]> wrote:

Abhishek,

You do not give out the sales team email address because you are there to help collect lead and then send it to the team. This gives more confidence to the customer.

Also, you did not ask for more information about what he was looking for exactly. What does he mean by subscription? What are his requirements etc?

This chat is indeed handled very poorly. Please make sure this is not getting repeated again in the future.

Regards,
Pritish

________________________________
From: "Abhishek Dalal" <[email-masked]>
To: "Pritish Nandi" <[email-masked]>
Cc: "kaeiarablythedelfino" <[email-masked]>, "kaeiara blythe" <[email-masked]>, "deeksha" <[email-masked]>, "saurabh" <[email-masked]>, "Ashish Dabral" <[email-masked]>
Sent: Thursday, October 29, 2020 1:17:26 PM
Subject: Re: Missed Chats and wrong information

Hello Sir,

Chat ID:  QI2UH7OIEW was taken by me. In this customer was asking about Colocation America's subscription purchase process. Thats why i provide him sales team email id.

Regards,
Abhishek Dalal

________________________________
From: "Pritish Nandi" <[email-masked]>
To: "Kaeiara Blythe Delfino" <[email-masked]>, "kaeiara blythe" <[email-masked]>, "Abhishek Dalal" <[email-masked]>
Cc: "Deeksha" <[email-masked]>, "saurabh" <[email-masked]>, "Ashish Dabral" <[email-masked]>
Sent: Thursday, October 29, 2020 12:48:01 PM
Subject: Missed Chats and wrong information

Hi Kae and Abhishek,

Why missed chats and wrong information for yesterday's chat?

Chat audits for Doha - 27/10/2020
Chat ID: QIKUPISB97 - Customer abandon the chat - Chat was taken by Abhishek.
Chat ID: QIPUYV5PRL - Customer abandon the chat - Chat was taken by Vimal.
Chat ID: QI0VLEQ9QD - The agent did not reply to the customer's query, And unfortunately, the customer left the chat - Chat was taken by Kaeiara.

Chat audits for Colocation - 27/10/2020
Chat ID: QI2TJQDUGF - Agent shared the correct info, as query of the customer is a general question therefore shared the info we are not a general helpdesk - Chat was taken by Kaeiara.
Chat ID: QIMUO26UVV - Customer was not interested, therefore left the chat - Chat was taken by Kaeiara.
Chat ID: QITU65K1W9 - No response from agent and the Chat is idle due to 10 minutes of inactivity, unfortunately Visitor left the chat - Chat was taken by Kaeiara.
Chat ID: QI2UH7OIEW - Agent shared the wrong information, instead of informing we are not a general helpdesk he shared the Sales team email with customer - Chat was taken by Abhishek.
Chat ID: QI4UDYD1ZC - Customer isn't interested and abandon the chat - Chat was taken by Vimal.
Chat ID: QIZVU6NLGL - Customer abandon the chat - Chat was taken by Vimal.
Chat ID: QI5VOGZ889 - Agent shared the correct info but instead of further assistance and then closure, she asked customer for more details - Chat was taken by Kaeiara.

Regards,
Pritish Nandi