Updating Phone numbers



1.1 Purpose

 For any contact, we will update the customer's phone number in the Phone number field which will be mandatory going forward.


Document title

Phone number updation

Current Version

1.1

Status

Live

Document Owner

Process Excellence Team

Approved by

 Chethan Kumar




 Responsibility:

 

-Whenever a customer contacts us for any queries/ assistance, it will be mandatory to capture the Customer's phone number in the Freshdesk properties along with other tagging.


For Chats, wherever we can get customer phone numbers and email IDs in WhatsApp contacts or Social Media chats, ensure this is added in the Chat fields.

 

For Inbound Process: Agents will capture phone numbers from the dialer and reconfirm on call if the number is the registered number for their order and point of contact.


In any discrepancy where the customer number is different from the dialed number, capture numbers in Private notes.


For Email Process: Agents will have to check on Shopify and capture phone numbers on Freshdesk.


In any discrepancy where the customer number is different or not an existing customer, ask the customer the same and capture it.


Incase there is no customer number, please add the Phone number field as “000” only.





Revision History:


Document created by

Sandhya.G

12/11/2023