Response Time & SLA Performance
- What is the minimum acceptable Chat Response Rate (CRR)?
- How is my overall Seller Rating calculated?
- Are there separate SLAs for non-order related inquiries (e.g., product details)?
- What is the maximum response time for customer chat messages?
- If I receive a message after business hours, when must I respond?
- If I am away from my desk, how can I maintain my CRR?
Communication Standards & Channels
- What if a customer calls my personal business line about an order?
- What should I do if I receive a message in a complex foreign language?
- What should I do if a customer asks for communication in a different language?
- What language must I use in customer communications?
- Should I use a translator for non-English customer queries?
- What types of inquiries should I handle directly?
Automation, Tools & Escalations
- What data is acceptable to log in my external CRM?
- Can I integrate my own Customer Relationship Management (CRM) tool?
- What are the limits on using automated chatbots?
- Can I use automated responses for initial customer inquiries?
- Can I use a chatbot to process simple return requests?
- Will I be penalized for not responding to an officially reported abusive customer?