Introduction: 

-Freshchat is one of the live channels where customers/suppliers may be able to reach Robobai CSO for support to onboard on the SLM platform or request assistance on completing forms and documents.

-CSOs follow guidelines on how to answer supplier/customer queries through chat.

Scope: All Ingham's suppliers with access invitation are able to reach out through Freshchat.

Maintenance: Quarterly

Owners:

Users - Robobai Customer Support Team


Instruction:


Ticket subject: Chat - Supplier Name - Issue

  • Greet the supplier and ask the name and the company name. 

  • Offer assistance, ask probing questions to help you address or resolve the issue. 

  • Proceed to assist the supplier.

  • If the supplier is unresponsive, use canned response in Freshchat to deliver the warning according to QA guidelines




  • Offer further assistance.

  • Advise CSAT Survey.

  • Provide call back number and office if the supplier said that they will call back if they need further assistance.

  • Closing statement “I will resolve this chat for now. If you have any questions, feel free to drop a message, we will be with you right away. Thank you for contacting Robobai Support Team. Have a great day.”

  • Create a ticket. Refer to Standard Enquiries for tagging

  • Standard Note:

    • Contact:
      Issue:
      Resolution/Investigation:
      Follow-up:

  • Merge if needed. Refer to SOP: How to create FD ticket