Product Delivery Related Query
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | |
| Customer Problem Statements | Product not delivered. If customer query not clear ask them to elaborate the issue. | |
| Canned Responses (Level 1) | Thank you for sharing the required details, Please allow us a moment to check the status of product delivery and get back to you in 2 minutes. | |
| sop | 1) Go to the product page and copy the tracking number for the product 2) Open Xpressbees link and track with the tracking number 3) If the status shows 'out for delivery' then the product will be delivered today | 1) In case the status shows product not delivered due to a customer led reason, then a reattempt will be for the next days 2) If the status shows not delivered on booking date, need to reschedule the service to the next day |
| sop | 1. Open the Xpressbees portal and login with the following credentials - Login Id - [email protected] ; Password - $ucict$ 2. On the left panel, select 'Activity' and then select 'Track Shipment'. 3. Select 'ShippingID / AWB' and enter the order tracking ID. | 1. Open the Xpressbees portal and login with the following credentials - Login Id - [email protected] ; Password - $ucict$ 2. On the left panel, select 'Activity' and then select 'Track Shipment'. 3. Select 'ShippingID / AWB' and enter the order tracking ID. |
| Canned Responses (Level 2) | Thank you for your patience. I'm pleased to inform you that the status of your product has been updated, and it will be delivered by the end of today. | I apologize for the inconvenience caused. I have checked the delivery status, and it appears that the delivery was unsuccessful due to your unavailability. However, I assure you that we will make another attempt to deliver the product. Due to a delay in product delivery, we regret to inform you that we need to reschedule your installation booking. Could you please let us know your availability for the installation service? |
| SOP | NA | please set reminder for same day at 8 PM and the reschedule the booking at reminder please check with cx if product is delivered or not |
| Canned Responses (Level 3) | Is there anything else I can help you with or any other way in which I can be of assistance? Please let me know, and I'll be glad to provide further support. | Hello, this is a gentle reminder to inquire whether you have received the product or not |
| sop | if product received , set the reminder as per installation date and time . | |
| Canned Responses (Level 4) | NA | Now that you have received the product, the partner will reach at your site (date and time as per booking) to install the product |
| sop | " check with partner if reached at cx place or not on installation date and time "please set reminder as per installation date and time | |
| Canned Responses (Level 5) | NA | Hello, I have received confirmation from our partner that they have arrived at your location for the installation. Is there anything else I can help you with or any other way in which I can be of assistance? Please let me know, and I'll be glad to provide further support. |
| clsoing scripit | Hope we are able to help you today , feel free to reach out if any further assistance is required , Thanks for connecting with Urban company. | Hope we are able to help you today , feel free to reach out if any further assistance is required , Thanks for connecting with Urban company. |