CX SOP Handbook

Not Working SOP
If the device is not working, the following checkpoints need to be checked: 1. Status: Good/Inactive/Disabled 2. Connectivity: GSM/BLE 3. Balance Litres ...
Tue, 16 Aug, 2022 at 4:31 PM
OTP Mismatch Issue
If the customer is getting the OTP and while entering the OTP if he is getting an OTP mismatch, we should inform the customer to follow the below steps: G...
Fri, 17 Feb, 2023 at 1:34 PM
Payment due
If customer payment is due and the customer is not ready to clear the outstanding then move the ticket to the collection team. Ticket properties: ...
Thu, 21 Jul, 2022 at 4:30 PM
Payment Issue
GSM Device 1. If GSM device has due payment, cx will get auto-reminders, but still, device will work as BOT is not fixed in the device. 2...
Wed, 22 Jun, 2022 at 11:36 AM
Payment issue with Wi-Fi device
The customer will be not able to recharge when the device is not showing connected.  Customer need to click connect to wifi option then below page will ope...
Fri, 17 Feb, 2023 at 3:11 PM
Plan Change
If the customer wants to upgrade or downgrade the plan educate the customer that he has the option on his application itself he just has to follow a few ste...
Fri, 7 Apr, 2023 at 1:57 PM
Recharge
For the recharge, do follow these steps: 1. If there is due payment, the device will stop working. Cx needs to recharge with the monthly plan. 2. Check-in...
Wed, 22 Jun, 2022 at 12:45 PM
Referral/Review Benefits Not Added
Steps to be checked (Referral Benefits): First check the referral code matches by using the referral dashboard Click here referral dashboard link if the ...
Fri, 14 Jul, 2023 at 1:48 PM
Refund Not Received
We will have 2 scenarios where customers will reach out for refunds: 1. Order Cancellation refund 2. Uninstallation refund For both cases, search t...
Sun, 29 Jan, 2023 at 3:50 PM
Relocation SOP
If the customer is relocating to a new location within the city and needs a device to be delivered and installed then follow the below properties in Freshde...
Fri, 28 Oct, 2022 at 5:53 PM