Test tuần 52/2024 - AR

App is showing review content in English, customers want to have reviews in Spanish. List your action and important notes (if any).

Evaluate responses using AI:

OFF

"I imported reviews from Amazon and it failed"

Evaluate responses using AI:

OFF

"I believe that your app has updated, the reviews that I imported is slowly display on the store than before. I have used your app for years so I can compare the speed of showing reviews from in-app to front store."

Customer complains that app displays new imported reviews slowly, kindly provide your response and action to customer and other teams such as Fulltime, DEV and Product teams.

Evaluate responses using AI:

OFF

"Why I have enabled Verified badge but there is no badge shown on front store?"

Evaluate responses using AI:

OFF

"How can I find product handle to import reviews by CSV file?"

Evaluate responses using AI:

OFF

"I have pinned the extension, but there is no Bulk import review button on DSers"

Evaluate responses using AI:

OFF

I want to extend trial days to test the app

(choose correct answers)

• It's out of customer support team's scope. I'm transferring your request to relevant team, they will if they could provide more trial day

• Please wait for few mins, I'm asking technical team extend trial days for you

• We are sorry to inform that we do not offer more trial days. All users are provided 14-day trial which is mentioned when they were at pricing plan to select plan for usage

• You try the app with Free plan

• You can activate the first charge then we will refund you amount equal to 14-day usage

Which cases you should not ask review, should only ask rating?

(choose correct answers)

• App does not meet customers' demand/ NA features

• You are not sure you provided correct answer

• You have not checked full information

• We cannot support the issue/request permanently

• Customer asked to cancel charge or downgrade to Free plan. You did not clarify the reason the want to cancel using app

How many characters this text could support?

• 16

• 32

• 64

• 128

You are supporting an unhappy customer but almost end shift, what actions you should take?

(choose correct answers)

• Generally note case > record chat > assign to CS box

• Summarize all issues that customer is having in note and also send to customer

  Inform customer that you will end shift but there will be an agent support you with the case note you have made

• Make sure next agent has taken the case with all information

• Note all important points that the team need to notice.

  Post case on Slack to let the team aware (if needed)

• Read the conversation again to make sure you don't miss any information