Subject: Re: CSAT dropping- client complaint
From: Pravesh Singh <[email-masked]>
To: deeksha <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, saurabh <[email-masked]>
Date: Mon, 8 Aug 2022 13:28:30 -0700 (MST)

Hello Ma'am, 

There were three more DSATs ticket closed under the warranty group. Attached Excel sheet is updated. 

ID 	Created 	Assignee 	Group 	Brand 	Open feedback 	CSAT 	Category 	Remarks 
224870 	5/26/2022 	Olyvia Malakar 	Warranty 	EPOS Gaming 		2 	Delayed resolution and warranty policies/procedure 	Irrelevant probings (OS version, Build Info etc) and the customer was unable to provide the POP/correct POP. The customer wasn't very responsive; shipped the faulty unit after a month. 
232204 	6/30/2022 	Aparna Jain 	Warranty 	EPOS Gaming 		1 	Warranty policies/procedure 	Replacement was released after 10 days of receiving the faulty unit. 
235559 	7/15/2022 	Abhishek Tripathi 	Webstore 	EPOS Gaming 	The agent had little to no knowledge about the 2 products I was comparing and was unable to give me real-world, non-jargon/sales pitch advice. Didn't feel like talking to a friendly person, but a bot. 	1 	Agent 	Didn't escalate the ticket to L2 to gather the technical details. Pro-actively advised the customer to return the headset for a refund. 

Best regards, 
Pravesh Singh 

From: "Pravesh Singh" <[email-masked]> 
To: "deeksha" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, August 9, 2022 12:40:26 AM 
Subject: Re: CSAT dropping- client complaint 

Hello Ma'am, 

Please find the attached Gaming-DSATs audit report for this month. On most tickets, warranty was declined by L2 and we were advised to close the ticket. I was able to find one agent mistake as didn't put the correct details in the case summary. The chat was handled by Abhishek and he didn't update the case summary correctly. And, Mary (JP) didn't read the chat before sending the email. 

Best regards, 
Pravesh Singh 

From: "deeksha" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Monday, August 8, 2022 5:31:49 PM 
Subject: CSAT dropping- client complaint 

Hi Pravesh, 

Hope you had a nice weekend. 

We received this email from the client. Could you please urgently review DSATs received last week and let us know what happened? 

The CSAT for Gaming has dropped from 4.22 to 3.97, its just the second week. But its better to keep an eye on it and encourage the agents to inform the customers about the surveys where the tickets are handled properly or if the customer is happy. 

[ mailto:[email-masked] | @Pritish
 Nandi (LSM) ] : Please look into this when you come in tomorrow and write to the client. 

Thank you 

Kind regards, 
Deeksha