Training Structure

1. Introduction to Savana Brand

Overview of Savana as a brand
Countries where we are live
E-commerce platforms we operate on
Iraq market launch: Went live in July 2024
Teams structure: Overview of different teams & their functions
Supply Chain: Where our products are shipped from to Iraq, China but should not be disclosed to customer ever

2. Application Tour & Features

Home Page Overview:
- Navigating the homepage
- Ongoing promotional discounts
Product Discovery:
- How to check products & categories
- Product fit & size guide
- Product description, service & policy details
Order Placement & Discounts:
- How to place an order
- Applying discount codes
- First-user coupon & how it works
How much time we take to ship the products
Any charges on shipping or returns we inintaite
We only have COD order requests
Wr don't have exchange option but only return & refund available
Post the return the refund is only available in Zain cash ,FIB

3. CRM Training & Order Search

Overview of CRM system & its filters
Searching orders using:
- Order ID
- Contact number
- Email ID
- Shipping number
Returns Management:
- How to check return orders based on customer details

4. Locobuzz Tool Training

Introduction to Locobuzz
- How to respond to customer queries
- How to tag cases properly
- When to include the Goods ID in order detail section
Handling Tickets on Locobuzz
- Re-opening closed tickets
- Splitting tickets when a customer comments on multiple posts
- Tagging guidelines for better case tracking
- Details to be filled: Goods ID, Order ID, Shipping Number
- When to directly close a case

5. Freshdesk Ticketing System

6. Ycloud Tool Tour & Chat Handling

How chats land on Ycloud & agent workflow
Common customer queries & how to respond
Tagging & Case Documentation:
- Proper tagging in Ycloud
- Key details to be shared with the customer
Outbound Calling Training

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