Account Related: How to Update/View Account Details

Voice Team:

Scenario 1 - Need to Change/Update Phone number, Password & Account Name

1. To Change (Password/Account Name) - Tap Menu  > Tap on your profile > Tap Password / Name > Enter New Password / Name > Save
2. To Update New phone number -  Tap Menu   > Tap your name to visit your profile > Tap MOBILE NUMBER > Enter New Number > Save > Enter - One Time Password (OTP) Received on the New Number to validate

Note: Make Sure the New Number is not associated with Ola earlier.

Scenario 2: Need to Change/Update Emergency Contact Details

1. Tap Menu  > Tap Emergency Contacts > Tap ADD CONTACTS (You can add up to 5 contacts)

Scenario 3: Need to Change Email ID (Customer must call from Registered Mobile Number) 

1. If Email ID needs to be changed (Typo error/Email ID Change) – Transfer to Escalation Desk - Disposition: Other > Call Transfer > Supervisor (How to Dispose?)
2. If the calls doesn't get connected - Raise a Ticket[How to Raise a Ticket?]
   (Request>Updating Account Details>Updating Email id) - Inform TAT 48 Hrs

Note:

If Customer is not calling from the Registered mobile #, Advise him to call back from Registered mobile number

Email Team:

1. Ask for the reason of the change
2. Validate the old email id & capture the new email id
3. If Validated - Submit the ticket as the “I am Solving this ticket”or “I need to Escalate this ticket” and send an acknowledgement email to the customer. (How to Solve/Escalate the Ticket)
4. If not validated - Ask the customer to raise a request using the registered email id via Self-Serve

Tech Team (Only when ticket is escalated):

1. Call the customer if you need more information to address the issue. 
2. Inform the supervisor to update the account with correct email ID if applicable.
3. Submit ticket as I am solving this ticket. (How to Solve/Escalate the Ticket)

Disposition: Query > How to > Update/View Account Details (How to Dispose?)