1. As discussed, below mentioned script has to be use as a rebuttal when the “senior/L2” is not available to take the transfer calls-
Hold Script -
If seller ask insist for the Senior
1st rebuttal
English:
Sir/Mam, I can surely transfer your call to my senior however ,they will also provide you the same resolution which Iamtrying to provide you.
Hindi:
Sir/Mam, Main aapki call apne senior ko transfer kar deta hunpar senior bhi aapko yehi resolution denge jo main aapko dene ki koshish kar raha hun.
If seller insist for the Senior, call be transferred to the Senior
Incase Senior is busy
English:
Sir/ Mam, currently seniors are busy in taking other seller’s call and this may take some time, can I arrange a call back for you, it will be done immediately upon the availability of the senior.
Hindi:
Sir/ Mam, abhi humare senior dusre sellers ke call mein vyasthai, is mein thodha time lag sakta hai, kya main aapke liyecall back arrange kar sakta hun, jaise hi senior free honge who aapko call kar lenge.
If Seller agree then arrange the call back and share the details with L-2 desk
If Seller do not agreed then
English:
Sir/Mam, surely you can hold the call while I check the availability of the senior and transfer the call, this may take some time. Incase the call gets dropped in between you do not have to worry as we will surely call you back.
Hindi:
Sir/ Mam, jaise hi humare senior available hote hain main apki call transfer kar deta hun, is mein kuch samay lag saktahai. Agar aapki call beech mein disconnect ho jati hai to chinta mat kijiyega hum aapko call back Karenge.
Ticket treatment- ops resolved -
2. The agent will add notes to the existing “ops resolved” tickets in case the seller is calling for the same concern.
3. Inventory management and Channel integration (Except Shiprocket Social / Kartrocket ) are not available for the Lite plan. Also, the number of allowed channels is dependent on their plan.
4. SR Smart Plan Lite (recap)-
a) Available as Smart Lite Plan
b) We show a pop-up to opt for smart plan on first recharge as well (Options to select - Yes/No/Remind Me Later)
c) On selecting 'Remind Me Later', seller is notified on 7th, 14th, 21st of the month to opt in.
d) Courier Priority tab is not provided in this plan since there is no option to select among multiple courier partners.
e) For return shipping, sellers can select from the serviceability list while shipping an order.
f) Advanced Courier Setting option is available for seller in this plan to allocate Air/Surface mode courier based on rule created by seller.
g) Rest of the functionality will run similar to other plans like Early COD and others.
f) Switch of Plan from Smart Lite plan to Lite Plan can be done directly from panel.
5. While assigning the case to the respective team ( LOPS/FOPS/Tech, it is mandatory for an agent to select the SPOC. The tickets will not be forwarded without assigning the SPOC.
6. After merging the tickets, the agent will recheck the ticket categories to ensure correct SPOC is assigned along with correct categories are selected.
7. E-Commerce Website Integration
Can I Ship Directly Through My Website/E-commerce Channels?
Shiprocket API Document Helpsheet
8.Need to avoid ticket creation for POD disputes & use ICRM dispute button for DNR cases.
9. CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
10. Tickets should not be left open in case FCR tickets.