1. SR Smart goes live tomorrow i;e on 8th June, below are the major points related to the SR Smart -
a).Courier allocation is an AI based ranking algorithm.
b).It is being launched for our existing lite users as well as new FTRs (First time recharge).
c).Improved Delivery + Reduced Shipping Costs + Manual NDR Calling
d). If a user opts into a SaaS plan, Smart will get deactivated for now.
e). Automated Activation and Deactivation Process.
Please refer to the FAQ attached for more clarity on the same. FAQ'S
2. If the call gets disconnected during the conversation, the agent will out call the seller immediately.
3. The tickets will be assigned as per the escalation matrix.
4. The tickets should not be left open in case of FCRs.
5. The agent should refresh the hold at regular intervals.
6. It is mandatory to fill the MPS form after arranging seller's training from the ICRM.
7. Weight discrepancy – we do not hold the wallet balance anymore. We will deduct the disputed amount when the seller does not take action on the discrepancy raised or the verdict does not go in his favor.
8. If the seller wants to remove the brand logo then it can be done under the "Channels TAB".
Path -
Channels->All channel->Edit the channel->Brand Logo
9. Multiple tickets should not be created for the same concern.
10. CSAT to be pitched on FCR calls/chats, wherein; the seller is satisfied with the resolution provided.
11. While assigning the case to the KAM, the agent should tag the case as FCR "No" and mark the ticket status as open with complete info & notes in it.
12. If the seller has already given input in the IVR then the agent will not ask for the awb number .