We have a program for "premium service" where calls are routed to a fast lane with selected agents.
The two options that we have given for the EO members for special support:
1. Email - escalation@shiprocket.com
Contact: Abhinav Singh, Asst Director - Customer Operations
This is the mode where members can mention their "EO" membership in the subject line and it will be addressed on priority.
2. Phone support - 9266623006
This is our helpline number and unless we tag a member as "EO", their calls will be answered by the regular support agents but if you can share a list of your members, then only the calls can be diverted to our fast lane which has selected agents with higher priority. Without the list, this facility will not get activated for EO members.
Also some of the members did try to reach our helpline asking about what are the special features for "EO" members. I m just summarizing a few here:
- Premium fast lane for service as defined above
- Will assign a Key Account Manager for accounts with more than 100 shipments/month
- Unbeatable Price & Plans for EO members
- Provide early COD (+2 day) and Insurance cover (even high value) for all your shipments
- Unmatched tracking and buyer experience with SMS, Email, IVR, WhatsAPP comms (Optional)
- Same day & next-day order deliveries.
Below are the FAQ's
1. How to identify if caller is an EO member ?
Ans- As of now no data is available, however agent will handly calls with proper SOP, if a seller upfront asks for EO then agent has to transfer the call to BSP.
2. Unbeatable Price & Plans for EO members --What will be the charges if caller will asks about rates.? -
Ans-Route to Rate Calculator.
3.Provide early COD (+2 day) :- Will it be free service for them?
Ans- Check if seller has early COD activated? inform about the services,rest TnC will be as per current process,caller can choose any of the early COD plan
3. Insurance cover (even high value) for all your shipments - What will be the process ?
Ans- Agent will explain SR secure.
4. Unmatched tracking and buyer experience with SMS, Email, IVR, WhatsAPP comms (Optional)
Ans-Explain Postship services.
5.Same day & next-day order deliveries?
Ans-Explain as per process
6. Incase caller has offering Query on L1.
Ans- Agent will explain benefits as per the trail mail.
7.. Incase caller has any complaint L1 will transfer the call to BSP and BSP agent will handle the call as per BSP process, while transferring the call L1 agent will inform he/she is transferring the call to "priority support line "
8. If caller asks for email.id escalation@shiprocket.com is to be shared and helpline number will be same 9266623006.