CX SOP Handbook

Request For Pausing Service
Steps to be followed: 1. Need to confirm with the customer, the reason for pausing service and for what duration. 2. Need to inform about the rental su...
Fri, 17 Feb, 2023 at 6:03 PM
Sheets & forms
To check plan details kindly click here. Order tracking sheet to check offer details, coupons, and referral codes click here to find the details. ...
Tue, 21 Jun, 2022 at 4:05 PM
Slow filtration SOP
If the customer is raising a ticket stating the device filtering the water very slowly: Inform the customer to off and on the inlet valve connection. (S...
Fri, 17 Feb, 2023 at 5:51 PM
Steps for WIFI Connectivity
1. Near the device? 2. Connectivity – Broadband                                Hotspot – a. 1 mobile                                                   b. ...
Wed, 8 Mar, 2023 at 1:24 PM
Sync Issue
Troubleshooting steps: Sync the water purifier by standing next to it. Make sure you have an active internet connection Go to the setting/accoun...
Fri, 17 Feb, 2023 at 5:58 PM
Taste Issue / TDS Issue
If cx complains about the taste, check the following points: 1. If recently source water is changed 2. If cx was water can user earlier, it will take a we...
Thu, 14 Jul, 2022 at 12:41 PM
Ticket Property Details - Status
Status: This field is used to know the current status of any ticket on Freshdesk. The following status is currently available and used on Freshdesk. ...
Wed, 13 Jul, 2022 at 1:24 PM
Transfer Ownership
If the customer wants to transfer the ownership, the customer needs to share the following details in an email marking another customer in CC: Email Tem...
Fri, 7 Apr, 2023 at 2:13 PM
Unable to connect
If cx is not responding/disconnecting our calls/number is not reachable, then change the status of the ticket to "Unable to Connect".  The ticket ...
Wed, 22 Jun, 2022 at 11:17 AM
Unable To Recharge Via App
Steps to be followed: 1. Confirm with the customer if they are getting any kind of error while making the payment. 2. Guide the customer to make the pa...
Wed, 22 Jun, 2022 at 10:47 AM