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Increase customer loyalty and repeat rates (Help & Support Experience)
Increase customer loyalty and repeat rates
Help & Support Experience
Reduce customer anxiety post checkout
Appropriate transparency on track screen
Real time ETA
Proactive communication about delays
Contextual communication based on order status
Adaptive messaging based on SLA and banner factor
Present signals like rains, festivals to indicate delays
Different messaging based on user anxiety history
Better on-map DE tracking experience
Fix cases of DE not moving
Ability to request callback from DE
Increase customer empathy about order lifecycle
Educate customers about issues via help center or track screen. e.g. DE not reachable due to him driving, Assignment delay due to rains, Restaurant Delay due to peak hour
Improve system know-how of exact order status
Collect more signals from DE, OE/OMT and Restaurant and present them to CC Agents and customers on track screen
DE Signals
Reasons behind delay in first mile/last mile
Delay at restaurant
Rejection post confirmation
Call DE reason coverage
DE not moving on track screen
Assignment Delay
Restaurant Signals
Change in prep-time on order level
Food prepared but DE not arrived
Call Customer
Call Partner Reason overhaul
Item out of stock
Order Executive/OMT Signals
Placing type details
Manual placing failed
IVR placing failed
CNR alert
Edit post restaurant confirmation
Create engagement loops/situations on track screen
Quick cancellation ability if order is getting delayed
Make it easy to reach CC in case of issues
Great Query Resolution Experience
Easy and Accurate Identification of issue for customers
Chat Bot/Help Center
Comprehensive list of issues
Present issues contextually
Reduce customer anxiety in case of issues
Easy CC connectivity
Transparency about resolution process and resolution TATs
Help Center resolution for major issues
System/Data driven staffing and leave planning for agents to maintain low wait times
Quick & Comprehensive Issue Resolution
Agent Empowerment
Detailed User View
Detailed Order View
User Self-Serve path traversed to be made visible to agent
One click resolution e.g. Refunds, Replacements, Coupons, Cancellation, Edits, etc
Agent Efficiency
Dedicated agents for issue types
Queuing changes for agent skill type and competency level mapping
Ability to re-assign issues that fall outside of agent skill type
Performance feedback close-looping for agents
Recommend resolutions for issues
Monitor agent SOP adherence
Agent training changes
Present all relevant close-looped information from DE, OE/OMT and Restaurant
Resolution Quality
Resolution checklist for agents to follow
Dedicated SWAT team of expert agents for escalations
IGCC engine to recommend compensation
Ticketing to ensure better close-looping and resolution monitoring
TAT alarms on tickets to ensure timely issue resolution
CSAT survey changes and close looping with agent and resolution process changes
Interaction Experience
In-interaction anxiety
Alert customers if DE is following up on issue with DE/Restaurant
Auto-responders in case agent is unable to reply back
Improved chat experience
Better and relevant canned responses
Agent training to only provide relevant info
Chat revamp for better user experience on front end
Help Center/Chat Bot for major issues
Cancellation Self-Serve
Food Issues Self-Serve
Refunds Self-Serve
Edits Self-Serve
Special Instructions Self-Serve
Delight Customers
Capture delivery instructions on track screen
Editing orders from track screen or chat/Help Center
Special Instruction Acknowledgement on track screen
Premiumization
Priority queue changes for zero wait times
Agent Skill and Quality level mapping
IGCC rule changes
Request a call back from CC