App Related: App Usage Issue

Voice/Email Team: 

Check with the customer about the issue he/she is facing while using the App

Reasons:

1. Ola app is slow, freezing or crashing
2. Unable to select or use few options in Ola app

Step 1: Follow the troubleshooting steps mentioned below.

1. Check for internet connectivity issues
2. Confirm the customer using latest Ola app
3. Make sure GPS enabled in the phone
4. Confirm the phone has enough free space
5. Restart the phone & try again

If issue not resolved by step 1, Raise a ticket and inform TAT “within 48 hours” (How to Raise a Ticket?)

Do not ask the customer to send an email to [email protected]

Email Team:

Step 1: Follow the steps mentioned above – Submit the ticket as “I am solving this ticket”. (How to Solve/Escalate the Ticket)

Tech Team (only when ticket is escalated):

1. Verify the issue as described in the ticket.
2. Get additional info from customer if required
3. Create a JIRA ticket to Tech Team with full details of the issue (How to raise a Jira Ticket?)
4. Follow up with tech and monitor the closure of the issue
5. Once the issue is solved, Submit the ticket using the macro I am solving this ticket with the details of resolution (How to Solve/Escalate the Ticket)

Disposition: Complaint > App Issue > App Usage Issue (How to Dispose?)