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