Chat QA Guidelines

• Post the 1st reply within 30 seconds once the chat is assigned to him/ her in the customer's preferred language.

• Adhere to the greeting script in the canned responses, based on the clarity of the customer's concern.

• Greet customers by name, as long as the customer's name is clear in the contact info.

• Offer further assistance at the end of the chat and wait for the customer's reply.

• If the customer doesn't respond, wait for 2 minutes before sending the closing script.

• If the customer raises another concern after being offered further assistance, address the new concern and offer further assistance again.

• Adhere to the closing script using the canned responses and resolve the chat.

• Use the customer's preferred language and switch languages if the customer does.

• Use English if the customer's language is different from English.

• Use correct punctuation to maintain the intended meaning in both languages (Arabic and English).

• Maintain the correct sentence structure & Grammar in both languages (Arabic & English).

• The silence gap should not exceed one minute.

• Silence has to be refreshed by involving the customer in the related activities to his inquiry or request.

• Use the “since closure” in case the customer drops off during the chat and the agent is unable to complete the resolution (Dropped), or if the customer is offline and does not clarify his/her concern (Silent).

• Follow the 'since closure' script using the canned responses based on the status (Dropped / Silent).

• The total duration for the “since closure” is 4 minutes: The first message should be sent after the greeting, the second message after 2 minutes, and then wait for 2 more minutes before closing the chat.

• Follow the hold script using the canned responses.

• Thank the customer both before and after placing him/her on hold.

• Adhere to the mentioned time frame (2 minutes).

• Avoid using abbreviations, slang, or overly casual language.

• The agent should Avoid engaging with the customer in any personal conversations or topics or being over-friendly.

• Avoid using slang expressions or informal language (Honey/darling/nicknames)

• Avoid using negative expressions (Unfortunately, problem, We can't do that) or ordering language (You have to, you must, That’s the policy, and we can’t change it)

• Address the customer by their correct name and gender.

• If the customer’s name is unisex, default to using the masculine gender unless the customer explicitly indicates their gender through language or specific references.

• If the customer introduced himself with a certain title or position (Dr. / Eng., etc..) you should use it.

• Check the customer's name on the dispatcher and use it if it is not clear in the contact info.

• If the customer mentions a different name than the one registered on the account, use the name provided by the customer

• Use empathetic phrases like "I can imagine how inconvenient that is for you" or "I’m really sorry to hear that you’re going through this" help build rapport and trust.

• Show caring and be genuinely interested in solving their problems.

• Apologies should not be excessive, and if used more than once, they should be rephrased.

• Your tone of voice in the chat depends mainly on the word choice and speed of the messaging and structure of the sentence.

• Your tone of voice must be respectful, clear, active, and enthusiastic during the conversation

Always offer the best solution based on the customer’s needs.

• For upselling:
  • Recommend a package instead of booking multi-leg ride.
  • If the customer wants to extend the duration by 2 hours or more, suggest booking another package.
  • If the required car type is unavailable or doesn't fit all passengers, suggest booking two cars for the same ride.

• For cross-selling:
  Offer a round-trip option for airport and travel rides, and make sure to highlight the discount based on the ride type and return ride date. 

• Clearly restate any actions taken, such as new bookings, modifications, or cancellations, by confirming the booking details, any comments, and the price.

• Follow the correct flow as per the KB

• Avoid a lack of concentration

• Avoid unnecessary or excessive holds.

• Avoid asking irrelevant questions.

• Ensure the correct questioning technique is used.

• Do not release or share the customer’s data with any other customer.

• Provide complete and accurate information, mentioning the related policy and adjusting it according to the scenario and ride type.

• Do not provide incorrect information and must stick to the knowledge base (KB).

• Avoid over-promising or giving false assurances about actions that cannot be fulfilled.

• Inform the customer that the SLA for any complaint is 2 business days. If the complaint exceeds the SLA and is still pending, notify the customer that they will be updated ASAP, but the SLA will not be renewed for another 2 business days.

• If the customer's main concern is performing an action through the app and you have already completed the request on their behalf, guide the customer through the steps in the app using the app's language.

• Respond to all of the customer's inquiries within the same interaction.

• Raise a complaint for the customer's issue if it requires investigation and will be resolved by another department.

• Do not avoid the customer by directing him to another channel or ignore any of his inquiries. Follow up with the customer, update him with the other department's feedback, and take ownership of the case.

• The agent should call the customer back if they have promised to do so. Avoid providing an irrelevant or incorrect resolution.

• "Early Wrap-up:

  • • Do not avoid the customer by closing the chat prematurely as the closure message should not be sent in less than 2 minutes after offering further assistance.

• Create the booking with accurate and complete details, including pickup and drop-off locations, date and time, and car type.

• Leave a comment with the detailed address, ramp request, car type if the customer specified a preferred type for "Open Day Rides," and any other special requests provided by the customer.

• Take the correct action for the modification (date, time, comment, etc..) as per the customer's request.

• Create a complaint with the correct details provided by the customer and update the complaint with the customer's comments in follow-up cases.

• Maintain professionalism and show a positive attitude (Patience/Respect) while managing emotions and stress.

• Maintain composure, patience, and self-control while handling an angry or frustrated customer.

• Maintain a polite and professional attitude and avoid aggression, shouting, debating, or any sarcastic attitude.

• Merge duplicate tickets related to the same customer and concern.

• Fulfill the ticket fields correctly, including contact reason, booking ID, ticket status, and agent name.

• The agent should leave a summary of the case in the description of the ticket.

• Create a valid complaint with an accurate description, following the CARE template, and select the correct status (Complaint Pending)

• Add a call log for lost business cases in the dispatcher.

• Leave a private note in the ticket with any approvals, internal communication with other departments, and system errors or unfamiliar details (car type, price, etc..).

• Resolve the chat after more than 2 minutes maximum.

• Seek approval from the concerned department for exceptional cases such as new bookings outside the lead time or modifications/cancellations within the last hour of the pickup time, following the process as per the SOPs.

• Check availability before booking a van or Mercedes E 180.

• Check the booking for travel rides with the operations team for requests out of the safe time or any exceptional cases not covered in the KB.

• Provide the relevant policy by sending the FAQs link.

• Always use the canned response related to booking via the app before proceeding with the booking on their end.