Subject: Re: China Support
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Thu, 4 Nov 2021 23:59:30 -0700 (MST)

Hi Heta, 

I have not been advised by Marika that she is still handling Chinese calls. I have checked her profile on the talkdesk and can see that she has Hongkong, Singapore and Chinese ring groups are added. 

This was done when we have had Jessica only working for 2 hours and looks like we missed removing her from the group when Josie was live on the account. 

If you could please remove her from the ring groups so that the Chinese calls can be routed to only Josie. 

There are only 3 abandoned calls in Chinese ring groups since 1st of OCT 2021. So we do not have many abandoned calls. 

Apologies, but it is very difficult for us to check the ring groups of agents in Talkdesk as we have no place of checking it to constantly asses and see if everything is in place. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Thursday, November 4, 2021 7:40:07 PM 
Subject: RE: China Support 

Hi Pritish, 

It looks like Marika is accepting a lot of calls from China so we would need an explanation why this is happening and why it hasn’t been flagged to us? We are receiving continuous complaints from Sales in China that calls are being handled in English. 

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://www.eposaudio.com/en/dk/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

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From: Heta Nyrhinen (HNYR) 
Sent: 4. november 2021 09:19 
To: Pritish Nandi <[email-masked]> 
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]> 
Subject: FW: China Support 

Hi Pritish, 

Could you please check, if Josie has missed some calls and they have gone to English agents? 

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://www.eposaudio.com/en/dk/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

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From: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 4. november 2021 05:05 
To: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Emily Li (EYLI) < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: China Support 

Hi Heta , 

Thanks for your usual supports . 

We got complains from our customers that our Chinese hotline is still in English . 

And I called it as well just now , it was in English and said Chinese agent would get back to me later . 

Could you please help to check it ? 

We had started our 11.11 promotion which is the biggest promotion season in China 

and our order Qty is around 700 units from 1 st . Nov to 3 rd . Nov. which is 10 times than before . 

So there will be much more after-sales inquiry coming . 

If we cannot response it in Chinese in time , customers will return it to us . 

Thanks a lot . 

Best Regards 

Wendy 

From: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 2021 年 9 月 13 日 16:49 
To: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Emily Li (EYLI) < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Support in China and Hong Kong 

Hi Wendy, 

Thank you and apologies for the delayed reply, as I have been out of office. 

We will have a full time Chinese support agent working from Wednesday onwards. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

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From: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 2. september 2021 06:30 
To: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Emily Li (EYLI) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Support in China and Hong Kong 

Hi Heta , 

Thanks a lot for your sharing and update . 

Please find our new sales channel in China and Hongkong as attached and update it to our customers if there is inquiries . 

Regarding to the customer support for China , 

As we discussed before , we still need one Chinese agent work full time to support us , 

since we already got customers complaint that our phone service is in English . 

Actually , it has nothing to do with how many cases there is , even there is only one customer , if he dials the phone number during the working time, we should have a Chinese to answer this phone in Chinese but not English . 

And we do not know when customer will call in a day , most of Chinese can not understand English at all . 

How they leave their information and call back to them ? so we need one agent work full time but not 2 hours a day . 

Otherwise , our brand and sales will be impacted . 

Could you please advise when we can have a full time agent for China market ? 

Thanks a lot . 

Best Regards 

Wendy 

From: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 2021 年 8 月 20 日 17:30 
To: Wendy Tian (WETI) < [ mailto:[email-masked] | [email-masked] ] >; Emily Li (EYLI) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Support in China and Hong Kong 

Hello Wendy and Emily, 

Thank you very much for the meeting today. I’m sending our presentations attached about how to contact support for Enterprise and Gaming. 

The warranty policies are available here and these can also be shared with customers: 

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Feposaudio.zendesk.com%2Fhc%2Fzh-cn%2Farticles%2F360051313873-%25E4%25B8%25AD%25E5%259B%25BD-&data=04%7C01%7Chnyr%40eposaudio.com%7Cf788ada6c0ee45530f5208d99f484a2d%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637715955182855281%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=XA5gg4nHrjP78UGrQjtT3zPPxHToUbRYgzntJKMsYRA%3D&reserved=0 | https://eposaudio.zendesk.com/hc/zh-cn/articles/360051313873-%E4%B8%AD%E5%9B%BD- ] 

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Feposaudio.zendesk.com%2Fhc%2Fen-us%2Farticles%2F360036688653-Hong-Kong&data=04%7C01%7Chnyr%40eposaudio.com%7Cf788ada6c0ee45530f5208d99f484a2d%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637715955182855281%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=dgAhD6Tze5RgMli9agBElLDcxp6CZGP8Tk0UsSXFjs8%3D&reserved=0 | https://eposaudio.zendesk.com/hc/en-us/articles/360036688653-Hong-Kong ] 

For warranty claims, we need this information after troubleshooting has been done and the product seems to be faulty: 

    * Proof of purchase with the date of purchase within the warranty period 
    * Article numbers and number of products 
    * Shipping address, phone number and email address 

Please reach out to us, if you have any questions. Have a nice weekend! 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

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