VIP - Follow Up Team

Follow-Up Form

• Chat agents will fill this form for cases that needs a follow-up with the Customer / Rider / Restaurant, based on the case.

• Cases will be reflected on this tracker

• Each site has its own tab, and dedicated follow-up agents will be replying to the cases on the tracker 

• SLA will be counted automatically by the tracker, and the status will be updated accordingly (With SLA/Exceeded SLA).

• We must place our follow-up call before the time selected by the chat agents from the column "Follow Up Time"

• Follow-Up agent will add his/her email address to the sheet under "Marked done by".

VIP General Rules

• We MUST Check and read all the details and comments left from the previous team members.

• Check BOA, Hurrier and Prepare what exactly you are going to tell the customer and the solution to his issue.

• We must leave a clear comment on BOA in all scenarios.

• If the customer requested to raise a complaint, try to handle the customer, if he/she insisted to speak to higher level, send Salesforce case to Escalations Team

• Customer / Rider / Restaurant : 3 trials (30 seconds ringing tone each), within 2 Mins.

We must follow the below steps whenever we are sending any email via Salesforce:

1. Click on (Send Email).

2. Choose the correct email address for your department in the (From) field.

3. To: add the customer/partner email address.

4. BCC: add your email if needed, to receive the reply in your own inbox.

5. Fill in the email body and the subject