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 QA attached for more clarity on the same.
2. The agents should also give proactive information about COVID affected states and cities pertaining to a particular shipment.
3. The agent will pitch for CSAT on FCR calls/chats if the seller is satisfied with the solution.
4. The tickets should be assigned as per the escalation matrix.
5. The seller can upgrade and downgrade the plan from the seller panel itself.
6. The hold should not be exceeded on any call.
7. The respective L2 will fill in the complete note notes while escalating the case to the ED desk.
8. The agent will immediately call back the seller in case the call gets disconnected during the conversation.
9. The ticket properties have to be completely filled while escalating the case to the concerned teams.
10. The agent should follow the below link to educate the sellers on the current COVID situation -
https://www.shiprocket.in/blog/logistics-updates-corona-virus-outbreak/