Account Related: Trouble Updating My Account

Voice/Email Team:

Update / Change: - Account Name / Password / Contact Number / Emergency Contact Number

1. Probe & Verify the issue – Ask the customer to Update Ola app to the latest version
2. Guide how to update the details
3. Still unable to update/change – Raise a Ticket – Inform TAT “Within 48 hours” (How to Raise a Ticket?)

Note - Do not ask the customer to send a mail to [email protected]

Email Team: 

1. Follow the steps mentioned above
2. Submit the ticket as the“I need to Escalate this Ticket” and send an acknowledgement email to the customer. (How to Solve/Escalate the Ticket)

Tech Team (Only when ticket is escalated):

1. Verify issue as in the ticket.
2. Create a JIRAticket to Tech Team with full details of the issue. (How to raise a Jira Ticket?)
3. Follow up with tech and monitor the closure of the issue.
4. Once the issue is solved, submit the ticket using the macro I am solving this ticket with the details of the resolution. (How to Solve/Escalate the Ticket)

Disposition: Complaint > Account Issue > Trouble Updating My Account (How to Dispose?)