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.
Dear Valued Customer,
Thank you for using talabat!
Please accept our apologies regarding what happened to your order.
We have been trying to reach you via your mobile phone for quite a while now, yet there got no luck with that.
We wanted to make sure that you've received your order successfully and with no issues and everything went smoothly, and we hope that you enjoy it.
Once again please accept our sincere apologies for any inconvenience you may have faced and hope that you will give us an opportunity to serve you better in the near future.
Regards,
Customer Care Team
Sending Email from SF process
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