Turning Data into Quality Insights.

Delivery Service Gaps

• → Wrong Delivery: Missing TAT guidelines when product marked delivered but not received - Added 5-day resolution window with IMS escalation path
• → Open Box Delivery: Conflicting information on policy coverage - Standardized SOP to clarify applicability across all product categories
• → Delivery Executive Unreachable: Vague status messaging confusing customers - Designed clear communication templates for different scenarios

Returns & Exchange Issues

• → Post-Policy Returns: No timeline guidance for late requests - Created 3-day grace period SOP with specific eligibility criteria
• → Exchange Invoice Errors: Missing complaint timeline for pricing discrepancies - Defined return policy window for raising invoice-related issues
• → Repeat Return Requests: No SOP for seller-confirmed intact delivery - Designed service denial protocol with FRM update verification

Technical & Product Support

• → Defective Product Handling: No policy for local technician intervention - Added service denial SOP for unauthorized repairs
• → Protection Plan Coverage: Conflicting LCD damage coverage info - Clarified "What's Covered" vs "What's Not" in protection plans
• → Service Center Process: Dual tagging confusion for electronics - Standardized single tagging path for service center queries

Operations & Compliance

• → Address Change Protocol: Missing SOP for orders without tracking ID - Added workflow for approved-state orders and 3PL scenarios
• → Warranty Claims: Unclear 48-hour claim window start time - Documented claim initiation timeline and post-deadline consequences
• → Brand Support Channels: Conflicting WhatsApp vs call support info - Updated ASC links with correct communication channel details

1. Intelligent Gap Reporting

QA & Ops can report any issue in seconds — with screenshots, videos, order IDs, and notes — using clean, structured forms.

2. AI-Powered Duplicate Detection

The platform checks whether the same gap happened earlier and shows: prior resolution, who fixed it, and how it was solved. This reduces repeated work and stops unnecessary escalations.

3. Clear Assignment & Approval Workflow

Structured flow ensures accountability:

QA/Ops → Manager Approval → POC Assignment → Work in Progress → Resolution → Closure

4. Full Visibility for Everyone

5. POC Performance & Accountability

Every POC gets their assigned tickets, delayed tickets, reopen history, resolution quality score, and TAT extension management. Performance becomes measurable and transparent.

6. Resolution History Tracking

If a gap gets reopened, previous resolution is stored with complete details: who resolved it, what fix was applied, and when it was resolved. Nothing disappears, no story gets lost.

7. Dynamic Form Builder

Teams can create unlimited custom forms for delivery issues, product bugs, SOP deviations, ZT errors, Ops escalations, payment disputes, or any custom business workflow — no developer required.

8. Real-Time Collaboration

Comments, updates, file attachments and progress updates reflect instantly — no refresh needed.

9. Role-Specific Dashboards

1. One Unified Inbox for All Channels

All customer messages from WhatsApp, Instagram, Telegram, Twitter/X, and Website Chat come into one place so agents don't juggle multiple apps.

2. AI Assistant for First Responses

AI can give instant replies, share knowledge articles, answer FAQs, collect customer info, and escalate to a human agent when needed. This reduces overall handling time and improves first-response SLAs.

3. Smart Escalation + Auto-Assignment

When a chat needs a human: available agents get notified, they have 30 seconds to accept, if not accepted it gets auto-routed, and admin can manually transfer anytime. No customer waits.

4. Ticketing System Built-In

Agents can convert any conversation into a ticket with:

5. Email Reply Capture

If the customer replies from email, the reply comes back into the platform, attachments are captured, and the timeline shows every interaction. No more lost emails.

6. Role-Based Access (Admin / Agent)

Admins can assign chats, transfer tickets, view analytics, change agent status, and reset agent passwords. Agents get a focused view of their own tasks.

7. Knowledge Base for Faster Responses

Admins or team leads can upload PDFs, SOPs, Guides, Product information, and Troubleshooting steps. AI can also use these files to give better replies.

8. CSAT (Customer Satisfaction Ratings)

After a chat or ticket resolution, customers get a quick 1–5 rating message. Admins can view CSAT trends: agent-wise, channel-wise, and overall performance.

9. Real-Time Agent Monitoring

Admins can see which agents are online, their status (Available / Break / Not Available), how many chats they are handling, and handling time metrics.

10. Data Export & Analytics

Admins can export conversations, tickets, agent performance, and CSAT reports — helpful for monthly business reviews.