Embedded Files
Account Login Issue-
-If it shows "Your number/email already registered.
1. Check the customer entered the registered account number or email.
2. Check the login method customer has selected
3. Update the foodi app
4. Re-start the phone.
If not resolved yet after following all steps, advice the customer to share a screen record over an email or fb messenger.
-Your number/password is incorrect
1. Check the customer entered the registered account number or email.
2. Check the login method customer has selected
3. Check the customer's typed the passwords in correct format or not
Password must contains
At least one capital letter, one small letter, one number and one special character and password length must be 8-15 letters.
4. Re-set password from Account>Login with phone number/email>Forgot Password.
If not resolved yet after following all steps, advice the customer to share a screen record over an email or fb messenger.
OTP Issue
-Didn't get the OTP while login/re-set
1. Check the customer entered the registered account number or email. (Number must be Started with 0)
2. Check the login method customer has selected and the same device previously logged-in.
3. Check the customer can receive other local text or not.
4. Ask the customer to check in spam message folder.
If not resolved yet after following all steps, advice the customer to share a screen record over an email or fb messenger.
-Didn't get the OTP while sign-up
1. Check Internet connection on device
2. Wait few minutes as sometimes OTP might get delayed due to network congestion
3. Resend the OTP
4. Ask the customer can receive other local text or not.
5. Ask the customer to check in spam message folder.
If not resolved yet after following all steps, advice the customer to share a screen record over an email or fb messenger.
- After entering the OTP, showing an error like model validation/failed/Wrong OTP
1. Check the OTP has entered correctly, Avoid copy & paste. Please type the OTP numbers without space.
2. Phone number must be started with 0
2. Check entered OTP has expired/timeout or not
3. Resend the OTP & try again.
4. Clear cache & Cookies
5. Update the foodi app
If not resolved yet after following all steps, advice the customer to share a screen record over an email or fb messenger.
Contact Details Change:
1. The number/email associated with foodi account can't be changed.
2. Alternative email, name can be changed from customer's profile section.
Greeting/FRT
Need to greet the customer within the below mentioned time.
Inbound Call FRT : 5 Seconds
Customer Chat FRT : 30 Seconds
Rider Chat FRT : 20 Seconds
Facebook/ Instagram Message FRT : 30 Seconds
Facebook/ Instagram Comment FRT : 10 Minutes
Inbound call Greetings
শুভ সকাল/ শুভ অপরাহ্ন / শুভ সন্ধ্যা, স্যার / ম্যাম,
আসসালামু আলাইকুম, Foodi থেকে ‘X’ বলছি
আপনাকে কিভাবে সহযোগিতা করতে পারি ?
Good Morning / Good Afternoon / Good Evening, Sir / Ma’am,
Assalamu Alaikum, this is ‘X’ from foodi.
How may I assist you today?
Customer/Rider Chat Greetings
শুভ সকাল/ শুভ অপরাহ্ন / শুভ সন্ধ্যা, স্যার / ম্যাম,
foodi তে আপনাকে স্বাগতম। আমি [X]। কীভাবে সহযোগিতা করতে পারি?
Good Morning / Good Afternoon / Good Evening, Sir / Ma’am,
Welcome to foodi! I’m [X].
How may I assist you today?
Facebook/ Instagram chat Greetings
শুভ সকাল/ শুভ অপরাহ্ন / শুভ সন্ধ্যা, স্যার / ম্যাম,
foodi কে মেসেজ করার জন্য ধন্যবাদ। আমি [আপনার নাম] বলছি। কীভাবে সহযোগিতা করতে পারি?
Good Morning / Good Afternoon / Good Evening, Sir / Ma’am,
Thank you for messaging foodi. This is [X].
How may I assist you today?
Hold Curtesy
If we need time to check customers/riders issues, we will ask for a waiting time.
Hold Time for call : 60 Seconds ( 1Minute)
Hold Time for Customer Chat : 120 Seconds (2 Minutes)
Hold Time for Rider Chat : 120 Seconds ( 2 Minutes) - If the agent mentions 5-minute hold time in the chat, then 5-minute hold is allowed.
Taking Hold:
স্যার/ম্যাম, অনুগ্রহ করে কিছুটা সময় দিয়ে সহযোগিতা করবেন? আমি আপনার কাজটি ই করছি।
Sir/Ma'am, may I kindly request a little time from you? I am already working on your issue.
Returning from Hold
ধন্যবাদ স্যার/ম্যাম, সময় দিয়ে সহযোগিতা করার জন্য।
Thank you, Sir/Ma'am, for your time and patience.
End Greetings/Non Responsive
If a customer/rier is non-responsive then we will end the call/chat within the mentioned time with proper closing dialogue.
Call ending : 30 Seconds
Customer Chat ending: 240 Seconds ( 4 Minutes)
Rider Chat ending: 120 Seconds ( 2minutes)
Facebook/Instagram/Youtube: Instant
NB: We can instantly close the chat if service is already provided.
💬Customer Chat Ending
স্যার/ম্যাম, যেহেতু কোনো রিপ্লাই পাচ্ছি না, আমি চ্যাটটি শেষ করছি। ভবিষ্যতে কোনো সহায়তা প্রয়োজন হলে আবারো আমাদের সাথে যোগাযোগ করবেন। ধন্যবাদ, Foodi-এর সাথে থাকার জন্য।
Sir/Ma'am, as I haven’t received any response for a while, I am closing this chat. If you need further assistance, please feel free to reach out to us again. Thank you for being with foodi.
🛵 Rider Chat Ending
আপনার কাছ থেকে কোনো উত্তর না পেয়ে আমি চ্যাটটি শেষ করছি। প্রয়োজনে আবারো আমাদের সাথে যোগাযোগ করুন। ধন্যবাদ।
As there is no response from your end, I’m ending this chat. Please feel free to reach out again if needed. Thank you.
📞 Call Ending
স্যার/ম্যাম, যেহেতু কোনো রিপ্লাই পাচ্ছি না, তাই কলটি শেষ করছি। ভবিষ্যতে কোনো সহায়তা প্রয়োজন হলে অবশ্যই আমাদের সঙ্গে যোগাযোগ করবেন। foodi-এর সাথে থাকার জন্য, ধন্যবাদ । ভালো থাকবেন।
Sir/Ma'am, as there is no response, I will now end the call. If you need any assistance in the future, feel free to contact us. Thank you for choosing foodi.
Facebook / Instagram / YouTube
স্যার/ম্যাম, যেহেতু কোনো রিপ্লাই পাচ্ছি না, আমি চ্যাটটি শেষ করছি। ভবিষ্যতে কোনো প্রয়োজন হলে আবারো ইনবক্স করতে পারেন। ধন্যবাদ।
As there has been no response for a while, I’m ending this session here. Please feel free to inbox us again if you need assistance. Thank you.
📢 Unresponsive Script — 1 Time:
আপনি কি আমার সাথে আছেন?
Are you there with me?
Facebook Comments SOP
Should Be Replied -
🔹 Order-Related
🔹 Product / Service Information
🔹 Complaints Related to foodi/Post
🔹 Positive & Engagement Comments/ Emojis (👍🔥❤️)
🔹 Campaign / Contest Queries
Should Be Hidden
❌ Abusive or Offensive
❌ Spam & Promotions
❌ Misleading or Harmful Content
❌ Sensitive Personal Information
Should Be Skipped
➖ General Reactions
“Okay”, "Yes" “Done” etc
➖ Tagging Without Context
Users tagging friends without a question
Mentions not related to foodi or the post
➖ Irrelevant Comments/ Conversations
Users chatting among themselves
Comments unrelated to food or service
➖ Duplicate Comments
Same comment posted multiple times by the same user
Inbound & Group Members Task
Inbound Tasks
Inbound Tasks
Inbound agents must carefully check customer complaints to determine whether the issue is valid for redelivery.
→ If it is, ask the customer if they have consumed the food or how much portion is left, and whether they want a redelivery.
→ If the customer agrees, directly inform the Query group and raise a complaint.
2. Inbound agents will raise a complaint and post in the restaurant group or specific restaurants group if the issue is not valid for redelivery.
→ If the chat is dead, post in the Query group and make sure to mention that it's a dead chat.
→ The person assigned in the groups must fully resolve the dead chat issue. If needed, Groups agent will share the issue in the required group.
Group Tasks
Group Tasks
1. Group members must communicate with both the restaurant and the customer, then post the issue in the Redelivery group.
→ If the food is from a specific restaurant, post it in that restaurant's group using the correct template. Because if customer agrees to get redelivery thats why CS call center agents usually post it in the query group first.
→ However, if the customer doesn’t agree, after speaking with customers, group member must post the issue in the restaurant group or the specific restaurant's group.
2. Groups member, don’t just reply “keep a complaint” for any issue.
→ Please write a short update on what you talked about the issues and the main points. This will help the next person understand the issue and solve it easily.
→ If you only say “keep a complaint” without any details, your KPI marks will be cut.
Service Tag
Customer Support - Service Tag
Customer Support - Service Tag
Customer: Delivery Update
Customer: Delivery Delay
Customer: Delivery Area Coverage
Customer: Delivery Charge
Customer: Re-sell Order Update
Customer: Re-sell Order Issue
Customer: Address Change/Wrong Address
Customer: Account Number Change
Customer: Cancellation Request
Customer: Not Delivered/Undeal
Customer: Cart Update Request
Customer: COD Unblock Request
Customer: Unable to Place An Order
Customer: Unable to Use Voucher
Customer: Issue with Payment
Customer: Account Deletion/Deactivation
Customer: Asking Discount/Offer
Customer: Discount Issue
Customer: Refund Not Received
Customer: Refund Process
Customer: Overcharged
Customer: SuperFoodi Subscription Info
Customer: SuperFoodi Subscription Issue
Customer: Other Query
Customer: Refund Request-Not delivered
Customer: Campaign/Offer Info
Customer: Issue with food
Customer: Re-delivery Update
Customer: Complaint Against Rider
Customer: Complaint Against Restaurant
Customer: Complaint Against Restaurant
Customer: Late Cancellation
Customer: Marked as Delivered But Not Received the Food
Customer: Profile Update Issue
Customer: Career Info
Customer: App Login Issue
Customer: Account Creation
Rider Support - Service Tag
Rider Support - Service Tag
Rider: Unresponsive (Use If rider didn't mention any service)
Rider: Handover Request
Rider: Arrive at Customer Request
Rider: Arrive at Restaurant Request
Rider: Cancellation Request
Rider: Cart Update Request
Rider: Not Delivered Request
Rider: Not Delivered Rejected/ Customer reachable
Rider: Shift Change/ Break Request
Rider: Other Requests
Rider: General Request
Rider: Preparing Delay By Restaurant
Rider: Payment Adjustment/ Salary
Rider: Complaint Against Zone In charge
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