CX SOP Handbook
If a customer looking to own the device move to the retention team or directly provide the ticket number to Navneet after collecting the name and number o...
Fri, 19 May, 2023 at 7:37 PM
If the customer is asking for a Device Replacement for any issue, we need to convince the customer for a senior technician visit. If the customer is ready...
Tue, 16 Aug, 2022 at 4:27 PM
If the customer is unable to login due to an OTP issue, follow the steps: 1. Check with the customer for which mobile number is he trying to get the OTP...
Tue, 21 Jun, 2022 at 4:11 PM
Steps to follow: No troubleshooting required** Properties to be filled: 1. Status: Assign to Operations 2. Purifer ID - 10 digit purifier ID 3. City...
Fri, 5 Aug, 2022 at 11:49 AM
Duplicate payment is updated in the customer's account: If a customer is recharged multiple times that payment considers a duplicate payment. If cus...
Wed, 13 Jul, 2022 at 3:09 PM
Scenario 1 If the customer is requesting General service, and if the last service was done a year ago and there is maintenance due showing in the app, the...
Fri, 17 Feb, 2023 at 1:42 PM
If the customer wants to move the device from the current city to Hyderabad, Bangalore, and NCR then move the ticket to the retention team later the team wi...
Sun, 29 Jan, 2023 at 2:19 PM
For Invoice Request: If the invoice download option is not available on the Payments/Recharges page then tag @Pranshu Agarwal on slack to enable the in...
Tue, 21 Jun, 2022 at 6:44 PM
In the Leakage Issue, check the following: 1. Leakage from the Tap. 2. Leakage from the bottom of the device 3. Overflow from the device. 4. Crack in Ta...
Tue, 16 Aug, 2022 at 4:31 PM
If the customer is not ready to continue with DrinkPrime then move the ticket to Retention Team. Ticket Properties: 1. Status: Open 2. Purifier ID:...
Thu, 14 Jul, 2022 at 11:16 AM