1. Please find the script for SR support calls - (reiteration)
"Sir/Ma'am, we are glad to inform you that we have launched a new feature called "Shiprocket Support" which will be a self help tool for you.You can explore this feature under the "Support" tab from your panel ".
2. Further assistance on SR support calls -
"For any service need or query, you can find your answers on "Shiprocket Support". You can explore this feature by clicking "Support tab" from your panel
Thank you for choosing Shiprocket. We appreciate your patience.".
3. The agent will assign a ticket to the ED team along with an email sent by the team lead for the respective case.
Without an email the case will not be entertained. Before transferring the case to the ED desk, the L2 agent will try to pacify the seller and shall validate that all the facts pertaining to the case have been informed to the seller.
4. It is mandatory for an agent to use the "multiple tag" feature, wherein; the particular case consists of multiple awb numbers of the same courier.
5. Tickets shall not be in the "OPEN" stage unless assigned to the concerned team to get a solution on a NFCR ticket.
6. Agent must copy paste the complete URL from SPARK to fetch the details for the seller, it will help to reduce AHT.
7. Hold/Un-hold script and procedure to be adhered to and mute is not to be used while asking for hold.
8. Before putting a call on hold, the agent must first do all the probing to have an understanding of the seller's ask.
9. OTP based delivery service is available only for prepaid orders for Delhivery and bluedart courier partner