SOPs

Goal

To provide guidelines and procedures for the customer support team to ensure efficient handling of inquiries and issues related to Orbit card and FASTag.

Scope

These SOPs apply to all members of the customer support team responsible for addressing customer queries and providing assistance regarding Orbit card and FASTag.

Customer Support Channels

• Phone Support: Available 10 am to 7 pm from Monday to Saturday. Contact Number: +91 7676354969
• Email Support: Available 24/7. Email address: help@support.in

Groups:

• L1: All the issues that can be solved by the support team will be mentioned under L1 group
• L2: the issues that can not be solved by the support team will be mentioned under L2 group

Procedure for Handling Queries

Customer queries received via Calls

• Greet the customer politely.

  • Use a professional and friendly tone.

• Example: "Hello, thank you for contacting Orbit Wallet customer support. How can I assist you today?"

• Verify the customer's identity using their  Last four digit card/account number, or registered phone number or DOB

• Listen carefully to the customer's issue or inquiry.

• Gather all necessary information related to the issue

• Provide immediate solutions if possible

• If the query can’t be solved by the Support executive or the issue requires further investigation, Document the inquiry in the FreshDesk CRM system with relevant details

• Inform the customer of the estimated resolution time.

• If the issue is beyond the support representative’s scope, escalate it to the L2 team.

Handling Common queries

• Orbit Card
  • Balance Inquiries: Verify the customer’s identity and provide current balance information and transaction history.
  • Activation and Deactivation: Guide customers through the activation and deactivation processes, ensuring clarity and confirmation.
  • Transaction Disputes: Verify disputed transaction details, explain the dispute resolution process, and assist in filing disputes as necessary.
  • Lost or Stolen Cards: Immediately block lost or stolen cards, and verify customer identity.
• FASTags
  • Balance and Transaction Inquiries: Verify customer identity and provide FASTag balance and transaction history information.
  • Activation and Troubleshooting: Assist customers with FASTag activation and troubleshoot issues related to toll payments and recharge.
  • Replacement Requests: Process requests for replacement FASTags, ensuring accurate delivery and activation.

Customer query received via Email

1. Ticket Reception

1. Email Monitoring:
   • Monitor the customer support email inbox continuously during working hours.
   • Ensure all incoming emails are acknowledged within 24 hours of receipt.
2. Acknowledge Receipt:

• An automated acknowledgment email is sent to the customer. The acknowledgment includes:
  • Ticket number
  • Estimated response time
  • Contact details for further inquiries

2. Ticket Categorization

1. Identify the Issue:
   • Read the email to identify the nature of the query or issue.
   • Categorize the ticket based on the following categories:
     • General inquiry
     • Card activation
     • Balance inquiry
     • Transaction issues
     • Lost or stolen card
     • FASTag issues
     • Complaint or feedback
2. Assign Priority:

• Assign a priority level to the ticket based on the urgency:
  • High: Lost or stolen card, transaction failures, FASTag activation issues
  • Medium: Balance inquiries
  • Low: General inquiries, feedback

3. Ticket Resolution

1. General Inquiry:
   • Provide clear and concise information in response to the customer’s query.
2. Card Activation:
   • Verify the customer’s identity and card details.
   • Provide step-by-step instructions for card activation.
   • If necessary, escalate to technical support.
3. Balance Inquiry:
   • Verify the customer’s identity.
   • Provide the current balance and recent transaction history.
4. Transaction Issues:
   • Verify transaction details.
   • Investigate and resolve issues such as failed transactions, incorrect charges, etc.
   • Provide a detailed response and resolution steps.
   • If necessary, escalate to technical support.
5. Lost or Stolen Card:
   • Immediately block the card to prevent unauthorized transactions.
   • Provide information on the status of the remaining balance.
6. FASTag Issues:
   • Verify the customer’s identity and vehicle details.
   • Provide instructions for activating and using the FASTag.
   • Resolve issues related to toll charges and balance.
7. Complaint or Feedback:
   • Acknowledge the complaint or feedback.
   • Investigate the issue if it is a complaint and provide a resolution.
   • Thank the customer for their feedback and assure them that it will be considered.

4. Ticket Escalation

1. Criteria for Escalation:
   • Escalate cases involving complex issues, angry customers, or situations beyond the agent’s scope of knowledge.
   • Issues requiring technical intervention.
   • Complaints that need managerial attention.
2. Escalation Process:
   • Document the details of the issue and previous interactions.
   • Escalate the ticket to the L2 department.
   • Notify the customer of the escalation and provide an updated timeline for resolution.

5. Follow-Up and Closure

1. Follow-Up:
   • Ensure all actions promised to the customer are completed.
   • Send a follow-up email to the customer to confirm the resolution of the issue.
2. Closure:
   • Close the ticket in the ticketing system.
   • Update the ticket with resolution details for future reference.

Documentation and Reporting

• Ticketing System: Use the FreshDesk for creating and tracking all customer interactions.
• Notes and Comments: Record detailed notes on each interaction for future reference.
• Reporting: Generate and review daily, weekly, and monthly reports on common issues, resolution times, and customer satisfaction.