Group
If compliant- Dr It- Service
If query- Dr It- Voice
If query from chat- Chat support
If Installation- Dr It- Installation
If Refund- Lifelong Refund Group
If retailers connect with us - Retailer Support Group.
Agent
If compliant- (Assigned through automation)
If query- Agent Name
If Installation- (Assigned through automation)
If Refund- (Assigned through automation)
If local Bill Validation-Small app.-Priyanka Dogra
Large app.-Edwin Pinheiro
Product
If Lifelong product - Lifelong
If Vibez product - Vibez
Brand
Lifelong
Vibez
Product issue- Issue in short form
Type-Support
Complaint type
When cx registered product complaint- product complaint
When cx registered installation request -Installation Request
When cx had a query- query
When cx asked for a warranty - extended warranty
When we align induction pickup- Pickup and drop one way
When a call goes blank-blank call
When cx had a query regarding other brand-other brand query
Category
Kitchen
Home Appliances
Large Appliance
Fitness
Grooming
IOT ( Smart homes)
Vibez
Electronics
NA (If blank call, Other brand query)
Sub-category
Category product in which cx is facing issue
Model
Product model No
Purchase on
From which platform cx purchase the product.
If From Amazon-Amazon
If From Flipkart-Flipkart
If From Lifelong-Lifelong Website
If From Offline store- Offline
If From other online platform- Other Online Platform
Pending on
When we assist cx to share product details- Pending on customer
When we align technician –pending on service
When we align spare- pending on spare
Blank call- Pending on NA
Sub Code- why case is pending
Lifelong:-
When need to validate the bill- pending on bill validation
When we align pickup – pending on pickup
When we proceed with refund –pending on refund
Customer:-
when we ask all details in first call- pending on basic details
When we ask invoice- pending on invoice
When we ask for images-pending on images
When we ask video- pending on video
When we ask for bank details- pending on refund details
when we ask customer for local repair- Pending on local repair
when we ask packed image- pending on packed image
Spare:-
When spare align by us- Spare aligned by lifelong
When spare align by service partner-Spare aligned by service partner
Service:-
when tech visit not done- pending on tech visit not done
when tech re- visit required- pending on Re-tech visit required
Service
serviceable product
non-serviceable product
If query call - Query
Partner Name - In serviceable product (when technician aligned)
247 Around
S-Tech
Bizlog
TVSE
MZI
Chiranjeevi
Jeeves
Warranty Status
Under warranty
out of warranty
Invoice and serial no- when documents received
Resolution-Sub Category
Model no
Type(Issue of the product)
Status
When we assist cx to share product details- Pending on the customer
when case resolved on call- resolved
When we proceed with a refund- pending refund
When we align spare- pending on spare
When we align pickup- pending on pickup (manual pickup case closed on a temporary basis)