DateTopicDetailsPODEffective Date
June 18, 2024AI bot for MCCBot will now predict the 4 possible [nearest] MCCs based on the merchant's BMC. Agents can make use of this incases where merchant doesnt' have a website/ has a unique business usecasePre OnboardingJune 18, 2024
June 18, 2024Call scripts for the live chat agentsif agents aren’t aware of the answer they will transfer the call - For this specific query, I'll need to involve a specialized team to ensure you get the best assistance. I'll forward it to them right away. Thank you for your understanding and patience.

When agents outcall from a chat queue to the MX, can the agent say why do we want to call - To help explain the next steps or actions more clearly, would it be okay if I give you a call? This way, I can ensure all your questions are answered thoroughly. Please let me know if this works for you. Thank you!
Live chatJune 18, 2024
June 20, 2024Omni channel onboarding moduleSOP: LinkPre OnboardingJune 20, 2024
June 20, 2024Closing and Survey Script recommendations : CTC / CHAT / EMAILSCHAT AND CTC :

Thank you for reaching out to us.

After this call, you'll receive a short survey. Please take a moment to share your valuable feedback to help us improve our service.

Thank you for choosing Razorpay. Have a great day!

Ticket:

Dear Partner,

Thank you for reaching out to us. We are pleased to inform you that your issue has been resolved.
To help us continue improving our service, we kindly request you to take a moment and share your feedback by completing a short survey.
Wishing you a great day ahead !

Regards,
Agent's Name | CS Team
The future of payments is here at Razorpay, Stay Safe.
All PODSJune 20, 2024
June 20, 2024Update on the Business Name to be mentioned on websiteUpdated process :
Agent is not required to raise NC for business name to be updated with suffix like Pvt Ltd, LLP, etc on the website as long as the business name matches the Name on PAN and Business proof.
Pre OnboardingJune 20, 2024
June 20, 2024Canned responses - FreshdeskMutplie canned responses on FD are being updated on a daily basis. Agents to follow the canned responses as per FDAll PODSJune 20, 2024
June 20, 2024Process for blacklisting of customersSOP: LinkCustomer supportJune 20, 2024