Process
Live Chat
Available 24/7
Maximum 5 concurrent seats.
SLA of replying (On the spot)
Agent should be online along his shift time
For breaks or any issues, he should log out his seat
Maximum concurrent chats at a time is 3 sessions
Hotline
Maqsam: URL: https://portal.maqsam.com/sign-in
Available 24/7
Maximum 1 Seat
SLA of replying (On the spot)
Agent should be online along his shift time
For breaks or any issues, he should log out his seat
Maximum concurrent calls at a time is 1 session.
Bitaqaty Hotline Number: 920031205
OneCard Hotline Number: 920031280
Ticket
Daily operation tickets:
Resolution Time:
Resolved within 24 hrs = 70%
Resolved within 48 hrs = 15%
Resolved within 96 hrs = 10%
Resolved More than 96 hrs = 5%
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** New Tickets / Replies :
Should be Replied within 30 Min. from creation Maximum.
** Current Tickets:
Resolved from first time:
1- Customer's inquiries (Clear inquiries or not clear ones).
2- Out of stock complains.
3- Dropped chats.
4- Complain solved on the spot.
5- Waiting customer Feedback (Screenshots, Call without answer, ...etc)
Pending for 24 hrs.:
1- No pending tickets needed to still pending unless approved from support manager
Open:
1- Complains need third party.
Kinds of Complaints :
*Used Code : Please provide us with the redemption information of the below card/s
*Invalid Code : Please provide us with the correct voucher code of the below card/s
*Inactive / Expired : Please provide us with a replacement for the below (Inactive/Expired) Voucher/s
*Product details : Please provide us with the complete card details of the below transaction.
*Contact details : Please provide us with our brand partner contacts for the below transaction
*Refund: Please refund the below transaction.
Integration : Please complete the below transaction or issue a refund as our customer did not receive purchased item(s) while transaction is successful from OneCard side and amount was deducted from user balance
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Complains need third party Process:
1- Customer Ticket :
** Creation : Please be informed that we have raised your complaint regarding card serial number () to our brand partner, and we should get back to you shortly once we received an update from them.
After Ticket creation / Original or brand partners tickets:
1- A follow-up reply on ticket should be sent to customer every (36-48) hrs.(2 times max.)
2- Reminder should be sent to brand partner / internal or external departments every (36-48) hrs. (2 times max.)
3- on the Fifth day without response:
a) Add Note on brand partner ticket asking leader for escalating case.
b) Call the user for smart follow up as follows:
- Check the problem if it might be solved from user's side
- Apologize from the delay out of our hands
- Inform him with the current situation of his problem
- Inform him that we are on a daily basis following up his issue with brand partner, and we are in final steps solving it
- Inform him that we will get back to him shortly again once the issue is resolved.
c) Reply on original user ticket with call done.
No more comments on case from your side, only you can do so if, user replied on his ticket with a new response.
3- Product Escalation "Done by (seniority level and above)
New Separate email for the issue attaching original email
Subject :(Product Name) Escalation - Date
Body :Please check the attached original email as this issue didn't solve yet from our brand partner since ()
Attachment : Original Email
Social Media
Facebook / Twitter / Instagram :
Handled: 24/7
SLA: 30 Min
Bitaqaty Business WhatsApp (00966597206666)
Handled 24/7
SLA of replying (On the spot)
Agent Should be online along his shift time
For breaks or any issues, he should log out his seat
Maximum concurrent chats at a time is 7 sessions
