Account Related Queries : Koko

Scenario	How to Create an Account	Identification of Scenario	Account Creation	Type of SOP	Information
Channel	Koko Live Chat / Email	Customer Type	New or Returning
Case Type	General Case
Actions By Agent	Agent will inform the customer that they can easily create their Koko Account by themself through Koko App as per below mentioned steps
	a - The Customer needs to open Koko Website and use the live chat option or he will have to email hello@payKoko.com requesting for an account creation
	b - The Koko Agent will check if the Customer is already on the invite list or not
	c - If the Customer is on the waiting list the Agent will inform the customer that the account will be created on the informed approximate date
	d - If the Customer is not on the waiting list, The Agent will guide the Customer to add his details Customer information form online on Koko website
	e - The Account access will be provided only once the information is reviewed and approved by the Koko team
	g -The customer will be informed that the account will be activated within 3 weeks of time, and once approved an email/SMS will be sent to the customer with a confirmation
Important Points	- If customer said that he do not have Koko App, then Agent will guide the customer to go on Play Store (For Android) and App Store (For IOS) and download the Koko app
	Agent need to guide complete steps for account creation to customer
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. 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	8th June 2021
Updated By	Raqeeb / Ayush


Scenario	Password Reset for Koko Account	Identification of Scenario	Reset Password	Type of SOP	Information

Channel	CSC	Customer Type	New or Returning
Case Type	General Case
Actions By Agent	Agent need to follow below mentioned steps:
	a - Open Koko App/Website
	b - Click on "Forgot your password"
	c - Enter your registered email
	d - Click on Submit button
	e - Once the Customer clicks on submit ,a link will be shared on your registered email ID.
	f - Finally the Customer will be able to click on that link and create a new password
Important Points	If customer said that he do not have Koko App, then Agent will guide the customer to go on Play Store (for Android) and App Store (for IOS) and download the Koko App
	- Agent needs to tell the customer that he will receive a link on his email address allowing him to create a new password. Then customer can login his/her account with the new password
	Agent need to guide complete steps to the customer
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. 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	8th June 2021
Created By	Raqeeb / Ayush


Scenario	How to Deactivate an Account	Identification of Scenario	Account Deactivation	Type of SOP	Information
Channel	Koko Live Chat / Email	Customer Type	New or Returning
Case Type	General Case
Actions By Agent	Agent needs to guide the customer on the belown steps
	a - The customer will be able to use the live chat option or email option to contact PayKoko team regarding the account deactivation
	b - If it is a chat inquiry -The agent should confirm by obtaining the customer's NIC number -the Agent will first check the customer profile to make sure there are no any outstanding dues -If the customer's account is clear , then the Agent will question the customer to know the reason for deactivation for internal analysis. -The Agent should inform the Customer that the account will be deactivated within 3-5 working days -The Agent should also inform the Customer not to do any purchases during this deactivation period which will lead to a rejection of deactivation
	c - If it is a email inquiry - The agent should confirm by obtaining the customer's NIC number - Once the Agent receives the email , he will be checking on the customer's profile to make sure there are no any outstanding dues - If the customer's account is clear, then the Agent will respond to the email informing the customer in detail of the deactivation process
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. 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	8th June 2021
Updated By	Raqeeb / Ayush

Account Related Queries Print

Related Articles