JKB0025
1. Purpose
Recency callback – Customers who have not used Jumbotail mobile app for past 3 days or more needs to be called back to understand the reason for nonusage of the application. Also how we can help the customer to start using the app on a regular basis.
2. Scope
By calling these customers the team can understand the issues customers face while using the application and also understand the reason why the customers are not visiting the App or placing any orders with us.
3. Prerequisites
Customer dashboard from periscope - No PPVs since last 3 days (https://www.periscopedata.com/app/jumbotail/52926/Jumbotail-Customer-Dashboard)
4. Responsibilities
Data Science Team - Responsible for having the periscope report on PPV update on a regular basis.
Current Contact - Puja
Customer Delight Team - Responsible for reaching out to the customer on a regular basis to understand the issue and resolve the same.
Current Contact - Divya
5. Procedure
Contact customer and probe to understand the reason for not using the app for x no of days and suggest solutions that will help the customer to us the jumbotail application.
Reason for not using app can be as follows :
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The Internet not available
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Phone not working
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App not working
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Data usage
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App uninstalled
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Out of town
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Doesn’t have time
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Doesn’t have money
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Not interested
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Looking for credit option
6. References
Use KB Doc - ## for detail steps to resolve customer issues related to app usage.
7. Definitions
Recency - Number of days the customer has not used Jumbotail app.
PPV- Product page view
Data Science- Team which works on back-end data and analysis
Periscope - Tool used to view compiled app data.
Important : Inform customers at the end of each call for any additional questions or require further clarification, please, do not hesitate to call us at +918880188801