Chat Process in HDFCERGO Website

Basic Process flow:

Company Confidential
Customer need to login with Name, mobile number, email id followed by few drop
downs

High Level Discussion

1. Chat feature on HDFCERGO Website Home page.

To be shown on the static part of Website Footer and floating option on the website
header so that is available on all pages.
2. Chat feature on HDFCERGO Website on different pages as floating option.
3. First level question will be
a. Existing customer- Please share policy no
b. New customer
4. Need information about: questions
a. Buying a new policy
b. Renew existing policy
c. Service related query/request

5. Chat timing words to be displayed.

Chat timing as 9:30 AM 8:00 PM on Monday-Saturday.

6. While the chat agents are not available customer to have a canned message..
7. Screen co-browsing option to agents for real time support/service to the
customers.
Services
1. Post the chat is closed an interaction will be created in Talisma, with complete
Chat history, in below logic
a. Service chat: Interaction will be created in email team, with identifier as
Chat created interaction, Property Interaction Created Through Media =
Video Chat.
b. Sales Chat: Chat to be created
2. Chat idle from Customer end, for more than 1.5 mins, will display a canned
message automatically.

Company Confidential
 3. Chat can be transferred btwn the teams with complete history, e.g. btwn Sales
and Service team.
4. Canned message, e.g. welcome message, some predefined service message,
exit messages and linkage to external library
5. Option to have the CSAT to customer while closing the chat, need configuration
of CSAT questionnaire:
6. Option to Agents to fill some property before ending the chat
a. Sender Type: As per the Talisma Master values
b. Category: As per the Talisma Master values
c. Classification: As per the Talisma Master values
d. Reason: As per the Talisma Master values
7. For complaint cases agents to get the option to fill
a. Interaction Type: As per the Talisma Master values
b. Service Type: As per the Talisma Master values
c. Service Sub Type: As per the Talisma Master values

8. Interaction status: Open/Resolved. Incase Resolved no auto ack, from Talisma

for the particular interaction, to be sent to customers mail id.
9. While the Interaction is created the chat agent will see the pop-up of the
interaction number:
10. Search process of the interaction, in Talisma, to be same as the current one
11. Option to create multiple interaction for one chat with multiple requests:

Sales Requirement
1. Data of Chat to be manually created in Leap(Phase I) but a requirement to auto flow the
data to Leap based on a trigger

1. Would need to have a console via which Chat can be transferred to another user

2. Documents on Chat can be send by the tele-caller to the customer and same cannot be
vice versa

3. Canned message to customers, e.g. welcome message, some predefined

service message, exit messages

4. Campaigning/Marketing pages on the Chat

5. The minimum threshold for chat window to be different for different teams

Below mentioned are some of the basic reports required.

1. Chat Usage Day Wise Report to be shared with the team. Mentioned report should
clearly define the total time spent by the tele-caller on Chat.
2. Chat History Should be readily available
3. Reports on Chat Assignment between the teams, e.g. Sales to Service.
4. Customer wait time
5. CSAT report for CSAT on chat
6. Conversation tracking

Company Confidential
7. Out of box reports ( no of customers clicked on chat in non operational hours)
8. Number of interactions created (daily)
9. Agent utilization
10. Disconnection report
11. Abandon report
12. Image/Video search report.

Company Confidential