Scenario | Customer Handling Procedure & System Activity | Identification of Scenario | Hold & Idle Procedure | Type of SOP | Information |
| Channel | Koko Live Chat | Customer Type | New or Returning | ||
Actions By Agent | Opening Greeting - Live Chats Greetings! Start greeting - Hello, I'm (Name) from Koko, How may I help you today? (It is mandatory to greet or respond to customers first query within 10 sec). Hold Procedure: - Agent needs to ask the customer before keeping the customer wait. - The 1st hold should not exceed 1:00 minutes and the Agent is supposed to resume the chat within the given time. - If the Agent needs more time in order to answer the customer’s query then for a second hold Agent will need to resume the chat within 2:00 minutes. Putting on hold statement: 1st Attempt - English: Would you mind if I put you on hold for some time so that I can work on your request? 2nd Attempt: - English: Can I please request you to hold for some more time as I am still working on your request to provide you with an appropriate answer. Resuming from hold: - English: Thank you for being on hold (and then Agent will continue with the resolution) | ||||
| Idle Chat Time - First Response - After receiving the chat if the Agent does not receive any response from the customer (Needs to wait for 30 Sec), the Agent will send an intimation text to the customer and wait for the customer response. - If the Agent still does not receive any response from the customer within 30 seconds (Needs to wait for 30 seconds), the Agent will send the ending greeting to the customer and close the chat. Idle Chat Time - During Chat / Second Response - If the Agent does not receive any response from the customer’s end within 3 minutes 30 seconds (Needs to wait for 3 minutes), the Agent will send an intimation text to the customer and wait for the customer’s response. - If the Agent still does not receive any response from the customer within 30 seconds (Needs to wait for 30 seconds), the Agent will send an ending to the customer and close the chat. Intimation Message: - English: It appears that you've been inactive for a few minutes, are we still connected? Ending Greeting for Idle: - English: Since we have not heard back from you, I will now be closing this chat session. If you need help in the future, feel free to chat with us again. I hope you could take a moment to rate my service today so we can assist you better in the future. Thank you for contacting Koko! it's been a pleasure to assist you. If you require further information in future, please feel free to start a new chat. | |||||
Important Points | - First Hold should be of 1 minute with customer consent. | ||||
| - Second Hold should be of 2 Minute with customer consent and Agent needs to provide the reason behind hold. | |||||
| - First Responce Time = 10 Sec after the chat gets connected to the Agent. | |||||
Action on FreshDesk & SQL | - Login to SQL by clicking on domain account. | ||||
| - Search customer account via Email, Contact Number, User Id or Order No (if available). | |||||
| Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. BOT - If an agent is on leave or vacation, the system should be active during non-working hours to collect customer information and create a ticket for the next step. | |||||
| SOP for Venture | LK | ||||
| Last Updated On | 3rd June 2021 | ||||
| Updated By | Raqeeb / Ayush | ||||
Scenario | System Activity | Identification of Scenario | Chat Handling Procedure | Type of SOP | Information |
| Channel | Koko Live Chat | Customer Type | New or Returning | ||
| Actions By Agent | Chat receive is for FCR: 1. The Agent will submit the case after filling all the relevant fields and the case will be marked as Resolved. 2. The Agent does not need to send an Email to the customer. Chat receive for Escalation: - If there is any case generated prior for the same order same item with the same concern then Agent will append the case to the previous ticket. - If the concern is related to the same order, the same item with a different department then Agent need to generate a new case and update the description. (NOTE: if the customer comes within return timeline) | ||||
Important Points | Agent will mention description comments in return/refund scenario | ||||
| - Agent will update comments on description in every scenario where customer's issue/complaint has been identified. | |||||
| Agent will ask the customer for the email address if there is no email address mentioned in the details (pre-chat form) and if the customer has not given any order no during the chat. | |||||
Action on FreshDesk & SQL | - Login to SQL by clicking on domain account. | ||||
| - Search customer account via Email, Contact Number, User Id or Order No (if available). | |||||
| Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. BOT - If an agent is on leave or vacation, the system should be active during non-working hours to collect customer information and create a ticket for the next step. | |||||
| SOP for Venture | LK | ||||
| Last Updated On | 18th June 2021 | ||||
| Updated By | Raqeeb / Ayush | ||||
Scenario | System Activity | Identification of Scenario | Email Handling Procedure | Type of SOP | Information |
| Channel | Emails | Customer Type | New or Returning | ||
| Actions By Agent | If Agent has to send an email, he/she needs to follow below: Agent Responds to the Ticket by an Email: - The Agent has to click on the ticket which they need to resolve by sending an email to the customer - Once the Agent responds to the email, they needs to mark the ticket status as "Resolved" | ||||
Important Points | - Agent will mention description comments in return/refund scenario | ||||
| - Agents will update comments on description in every scenario where customer's issue/complaint has been identified. | |||||
| - Agent must response within the said time on email in a first come first serve basis i.e. Once Agent accepts the email then Agent need to response within 3 minutes. | |||||
| - Agent will ask the customer for the email address if there is no email address mentioned in the details (pre-chat form) and if the customer has not given any order no during the chat. | |||||
Action on FreshDesk & SQL | - Login to SQL by clicking on domain account. | ||||
| - Search customer account via Email, Contact Number, User Id or Order No (if available). | |||||
| Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. | |||||
| SOP for Venture | LK | ||||
| th June | 18th June 2021 | ||||
| Updated By | Raqeeb / Ayush | ||||
Standard Customer Handling Process Print
Modified on: Mon, 21 Jun, 2021 at 4:59 PM
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