Customer not responding SOP
| CNR Process | ||
| We will follow this SOP whenever Cx is not responding on Chat and Call | ||
| Condition | If Cx not responding on Chat | |
| Action | Agent will call the CX twice | |
| Condition | If Cx has not responded the calls | |
| Action | Agent will send the below message on chat panel | |
| Response 1 | "Dear customer, We tried to reach out to you on the phone to give you an update on your ongoing escalation. Please let us know your convenient time to connect." | |
| Condition | Cx has not responded on Chat in 2 min. | Cx responded on Chat. |
| Action | Draft the below message on chat panel and park the ticket for 30 mins | Call Cx according to customer's availability and resolve the issue as per SOP |
| Response 2 | "Due to your inactivity on chat, we will attempt to reconnect with you after 30 minutes" | "As per SOP" |
| Condition | Cx has not responded on Chat in 30 min. | Cx responded on Chat |
| Action | Call Customer twice again : A. Cx picked the call -> Follow the issue resolution SOP B. Cx didn't pick the call -> Draft below mention message on chat panel and park ticket for 2 hour. |
Call Cx according to customer's availability and resolve the issue as per SOP |
| Response 3 | "Dear customer, We tried to reach out to you on the phone to give you an update on your ongoing escalation. Please be rest assured, our team will call you again after 2 hours. For earlier assistance, please reply to this chat, and we are here to assist you." | "As per SOP" |
| Condition | Cx has not responded on Chat in 2 min. | Cx responded on Chat |
| Action | Call Customer twice again : A. Cx picked the call -> Follow the issue resolution SOP B. Cx didn't pick the call -> Draft below mention message on chat panel and park ticket for 24 hours. |
Call Cx according to customer's availability and resolve the issue as per SOP |
| Response 4 | "Dear customer, We tried to reach out to you on the phone to give you an update on your ongoing escalation, but was unable to do so. Please be rest assured, our team will call you again within 24 For earlier assistance, please reply to this chat, and we are here to assist you." | "As per SOP" |
| Condition | Cx has not responded on Chat | Cx responded on Chat |
| Action | Call Customer twice again : A. Cx picked the call -> Follow the issue resolution SOP B. Cx didn't pick the call -> Share the case with Team Lead and call from personal number |
Call Cx according to customer's availability and resolve the issue as per SOP |