Product Enquiries

Process Name

Issue: Product Enquiries 

Owner

CS Team

Frequency

Escalate to: 

1. Ask the CS supervisor if in case the CS is not aware of any specific product. 

SLA

First response time: Under 1 hour

Resolution time: Under 24 hours

Category: Product Enquiries 

Possible reasons: 

1. Want to reconfirm the benefits of the program 

2. Want to check about the KPIs and non-adherence to the KPIs

3. Want to find out about any new launch of the product 

How to tackle this?

1. Ensure the CS is aware and trained on all the product specifications and any new product

2. Follow the Product Info tab to help the customers