Chat Process flow

• Verification

• If a chat is received from unregistered number irrespective of source (WhatsApp or Alia) agent to take 4 step verification

• If PAN is not updated in system agent can proceed with 3-point verification where DOB of policy holder remains a mandatory question

• If chat is received from registered mobile number and nominee asks, we can share information without verification

• If chat is received from unregistered mobile number and nominee asks, we cannot share information without verification

• Opening
• First response (Opening) should be sent within 30 seconds
• Second response should be sent within 1 minute

• Hold refresh
• If we gave holding to customer the same needs to be refreshed in 2 minutes

• Customer asks for a callback on chat

• Agent will probe once from his end to assist customer on chat. If customer is still adamant agent can share toll free number. Below response can be used

• To probe for assistance – “We certainly understand your concern and would love to extend our support. Be assured we are here to assist you. Please let me know how I can assist you over chat.”

• If customer wants to speak on call only even after probing – “We understand your need to connect with us over call. Please be informed you can reach out to us via our toll-free number 1800-209-9090 Mon-Sat | 9am-7pm IST.”

• Multiple queries even when customer is not online.

• Agent will respond to each, and every query raised by customer irrespective if customer is online or not online

• H2H and technical & non summit

• Agent will not raise H2H or summit on chat and will route customers to drop an email to us. Only in case where customer is very adamant and is not willing to drop an email agent will get it checked with floor support available and take necessary action.

• Closing

• If after providing resolution there is no response from customers end. After 2 minutes agent can drop an are you online text. If still there is no response after 1 minute agent can close chat.

• Lead pitching

Chat Scenario Wise Template

Opening for WhatsApp & Alia

How may I help you today?

Holding sentences

Please allow me a moment while I gather relevant information for you.

To ask policy number

Can you please help me with your policy number, to fetch relevant details for you?

When customer shares his policy number

Thank you for sharing! Please hold on while I check the records.

When customer informs his concern

Surely! I will assist you with the same.

When you reply late

Thank you for being so patient!

When there is no response from customer

May I know if you are still online?

Since, there is no response from your end I have to close the chat!

When customers query Is resolved

Is there anything else apart from this that I may assist you with?

When customer expresses his dissatisfaction

We sincerely apologize for the inconvenience caused to you.

When customers query is unclear

Would request you to elaborate on your concern so that I can serve you more effectively.

Closing of chat

Have I satisfactorily handled your issue? (Do not use this when the customer is irate)

Final closing

Thank you for choosing Bandhan Life Insurance, have a wonderful day ahead!

Draft Header Alignment

When call connects

Dear XXXX

Thank you for your time on call.

This is with reference to our telephonic conversation dated XXXXXX, with regards to XXXXXXXX 00000000.

When call doesn’t connect

Dear XXXX,

Thank you for writing to us.

This is with reference to your email dated XXXXXX, with regards to XXXXXXXX 00000000.

We tried reaching out to you via call on XXXXXXX at XXXXXX but couldn’t establish connection with you as the number went ringing/ number was busy/ as the line was switch off.

Hold refresh on emails – Date is not required as we are doing a top up on same email

Dear XXXX,

In continuation to your below email we are still working on your query. Please allow additional 2 days while we update you with the resolution.

General Drafts

Header

Dear XXXXX,

Thank you for your time on call.

This is with reference to our telephonic conversation dated 0000, with regards to <Plan Name> < Policy Number>.

Footer

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Opening  Sentences

• Thank you for your e-mail
• Thank you for writing to us

Apology Sentences

• We are extremely concerned about the matter and would like to offer our sincere apologies for the inconvenience caused to you due to xxxx.
• We are extremely concerned about the matter and would like to offer our sincere apologies for the inconvenience caused to you due to xxxx. It is our constant endeavor to provide the highest level of service to our clients and we assure you that we will investigate our internal processes so that in future, such an incident does not recur.
• We regret the inconvenience caused to you with regards to xxxx
• At the outset, we would like to apologize for the delay in responding to you.
• Please accept our sincere apologies for the inconvenience caused.
• At the outset we sincerely regret the inconvenience caused to you during your recent service interaction with us
• At the outset we regret for the inconvenience caused on account of the service incident experienced by you. Please be assured that the same was not intentional and it shall not be a repeat occurrence offered by our services.
• Please accept our sincere apologies for the inconvenience caused we appreciate your feedback and have forwarded the same to our concerned department to revisit the processes and take corrective action to ensure that this does not recur and cause a service failure.
• While we take this opportunity to thank you for your feedback, we would like to assure you that this is not the level of service that we intend to provide to all our customers and we hope this experience does not dilute your perception of our services.
• While we completely understand your concerns and once again regret the inconvenience caused to you, I assure you that we have taken this matter seriously to prevent recurrence of similar issues

Closing Sentences

We trust to have addressed your concerns adequately.

We trust to have addressed your concerns to your satisfaction.

We trust that we have clarified your apprehensions appropriately.

We assure you of our best services always.

We trust that we have satisfactorily been able to clarify your concern.

Trust we have satisfactorily clarified the matter

We trust the matter stands clarified to your satisfaction.

Hope your query is addressed satisfactorily.

We thank you for your understanding in this matter and trust that we have been able to address your apprehension suitably.

Should you require any further assistance please feel free to write and we shall be glad to assist you

We thank you for choosing us for your insurance related needs and assure you of our best services always.

We thank you for your co-operation in this regard.

We thank you for your understanding and request you to continue accruing benefits under the chosen plan.

We value your patronage and look forward to a long and mutually beneficial relationship.

We thank you for your patience and understanding and look forward to your co-operation in this regard.

We thank you for your patience and understanding in this regard.

We look forward to your cooperation in this regard.

We thank you for your understanding and look forward to a fruitful association with you.

We regret any inconvenience caused and hope to re-establish our relationship sometime in the future.

Looking forward to your continued patronage as a very valued customer and assuring you the best of services and facilities always

We thank you for your valuable time to provide us with your feedback. We assure you that basis your feedback, we shall take appropriate actions to further improve on our service standards.

We value your patronage and look forward to serving you better.

Please feel free to contact us, should you need any further information. We shall be glad to assist you.

We hope that we have been successful in clearing all your doubts regarding this policy

Basic Holding

For any customer service request received:

We wish to inform you that we have forwarded your XXX request to our processing unit and shall reply to you within XXX working days.

Please note that we are looking into your request and will get back to you within XXX working days. Request your patience and co-operation in the interim.

For investigation cases

We are in the process of investigating the matter and shall revert to you within XXX working days.

Your matter/request is under investigation and we will revert to you within XXX working days.

As discussed, customer has already updated new nominee in his policy , hence as per his query I have share the process of nominee card.

We would like to inform you that request is registered to surrender the policy and request will get processed in 15 days.

Dear XXXXX,

Thank you for your time on call.

This is with reference to our telephonic conversation dated 0000, with regards to <Plan Name> < Policy Number>.

Thank you for choosing Bandhan Life Insurance for your insurance needs.

You can also reach us through the following channels:

• Chat now on WhatsApp: Click here or just send a Hi on 9867452226.
• Login to our iAssist portal: iAssist with your registered contact number to access your policy details and make the required changes.

Regards,

Customer Service

Bandhan Life Insurance Limited

Inbound Script

Inbound Script - WhatsApp number - 9867452226

CSE: - Welcome! To Bandhan Life, this is ____________, how may I assist you? (Greet & Opening)

Customer: - Wait for customer query.

CSE: - Definitely! I will assist you with same! (Assurance Statement)

For General Enquiry

CSE: - NO Verification Required

For Non-General Enquiry

1. If a customer is calling from registered mobile number & is enquiring about policy details/ process details

- No verification is required

2.  If the customer is calling from non-register mobile number, then, please follow the below grid

3. If the Nominee/Life Assured is calling from the registered number, 2-point verification to be taken from the below grid

CSE: - May I place your call on hold to check necessary details for you? (HOLD Process)

Customer: - Ok/Yes

CSE: - Thank you! (Acknowledge)

CSE: - Thank you for your patience! (Un hold Process)

CSE: - To answer the query asked by customer.

CSE: - Is there anything else, I may assist you with? (Further Assistance - To be asked only once in overall call)

Customer: - No/Thank you!

CSE: -Thank you for calling Bandhan life. Have a Nice Day! (Closing)

Technical & Non-technical

Points to Remember while raising a Summit

• Under the new procedure, no H2H request will be raised at the agent level unless there is a scenario that the agent is unable to resolve through summit or follow-up email.                                     
• Further, for any technical related queries agent will raise a summit(incident) with the help of the given link https://helpdesk.bandhanlife.com/MDLIncidentMgmt/IM_LogTicket.aspx                                                             
• Please be aware that the incident will be classified as New Retail iTerm Product for iAssist/website/ops console issue, and queries related to FFA will be raised under the FFA category. PFA complete journey on how to raise an incident.                                                                                        
• When an issue is reported, an automated message is sent to the appropriate agent generating an incident ID. Simultaneously agent will drop an email to below mentioned Spoc looping the support staff in CC. For non-technical issues, an email needs to be sent to respective stakeholders, and no incidents will be raised.                                                                                      
• Once the incident is raised it will be processed in 3 days. If in case resolution is not provided within the given TAT agent may write to second level escalation. Resolution of the incident raised will be updated in the ticket by the stakeholder.                                         

Non-Technical stakeholder grid

Technical stakeholder grid