Naaptol Call Center Support Process

Naaptol Call Center

Support Process

Login/Sign In on Naaptol

Login/sign In on Naaptol

1/19/2012 Naaptol Call Center Process

Login/sign In on Naaptol

Steps:

1. Go to www.naaptol.com

2. Click on Login Link on header

3. Pop up opens for Login for the user

4. Submit email id and password for the Naaptol account to access.

5. Click on Sign in Button

6. User Logged in


http://www.naaptol.com/

Login/sign In on Naaptol- Login via Facebook

Steps:


2. Click on Facebook Logo on Header

3. System pops up FacebookLogin for the user

4. Provide your facebookemail id and password

5. Click on Log In button in the Pop up.

6. User logs in with the Fcebook account on Naaptol



Login/sign In on Naaptol- Login via Facebook

Sucessfully Logged in User

Facebook Pop Up For login


For First Time Users Click on Allow Button to Create an account on Naaptol

Login/sign In on Naaptol- Login via Gmail

Steps:


2. Click on Facebook Logo on Header

3. System pops up Gmail Login for the user

4. Provide your Gmail id and password

5. Click on Log In button in the Pop up.

6. User logs in with the Gmail account on Naaptol



Login/sign In on Naaptol- Login via Gmail

Facebook Login pop Up

Sucessfully Logged in User Gmail Pop Up

For login


Register/Sign up on Naaptol

Register/Sign up on Naaptol- From Registration Page – Method I

Steps:


2. Click on Free Sign up Link on header

3. Navigates to Registration Page

4. Provide the mandatory details and click on Sign up Button.

5. User gets Registered.



Steps:1. Go to www.naaptol.com2. Click on Free Sign up Link on

Header3. Navigates to Registration Page4. Click on Facebook or Gmail

Icon 5. Facebook or Gmail Pop Up

comes up as per the selection for login

6. Provide Login Id and Password and click on Log In Button

7. User gets registers on naaptolwith Facebook/Gmail id as selected

Register/Sign up on Naaptol- From Registration Page – Method II



Register/Sign up on Naaptol- From Registration Pop Up-Method I

Steps:1. Go to

www.naaptol.com2. Click on Login Link on

Header3. Login Pop up opens 4. Click on New user link

in Login In pop Up.5. Registration Pop Up

Opens6. Provide the mandatory

Details and Click on Sign Up Button

7. User gets registered



Register/Sign up on Naaptol- From Registration Pop Up-Method II

Steps:1. Go to www.naaptol.com2. Click on Login Link on Header3. Login Pop up opens 4. Click on New user link in Login

In pop Up.5. Registration Pop Up Opens6. Click on Facebook or Gmail Icon 7. Facebook or Gmail Pop Up

comes up as per the selection for login

8. Provide Login Id and Password and click on Log In Button

9. User gets registers on Naaptol with Facebook/Gmail id as selected



Register/Sign up on Naaptol- Agent Actions

Scenarios Agent Action

User provides non registered email id on Naaptol for registration

Register the user on Naaptol as User Name : Provided Email IdPassword : Username+123

Customer do not want to provide his email id

Agent navigates with his email id. User places order with his own email id

Caller provided email id is pre-registered with Naaptol

Agent navigates with his email id. User places order with his own email id

Caller doesn’t have the email id Agent navigates with his email id. User places order with his own email id.


Password Retrievalon Naaptol


Password Retrieval on Naaptol

Steps:1. Go to www.naaptol.com2. Click on Login Link on header 3. Login Pop Up displayed4. Click on Forgot Password Link

in Login Pop Up 5. Forgot Password Pop Up

Opens.6. Submit the Email Id for account

for which the password is to be retrieved.

7. Click on Submit Button8. An email is triggered to the

submitted email id containing the Password for Naaptol Account.



Password Retrieval on Naaptol- Agent Actions


Caller Forgets his password for his email id

Agent asks caller about his following options:

a) Want password on his email id : Agent wants his provided email id and ask him to check his email id.

b) Customer wants to change his password: Agent changes password. An instant email id and SMS will be triggered to the account holder


Product Search on Naaptol

Search a Product on Naaptol- Method I

Steps:1. Go to www.naaptol.com.2. Make sure the Product tab

is selected in Search Section3. If Product Id/Product Code

is known to customer: Search as the

“PID:ProductID” in Search Bar for e.g if Product Id of product is 2345 then search should be done as PID:2345in the Search Bar

4. Click on Search Button 5. System searches for the

product with product id and displays the Searched Product Page

Search Keyword

Matching Product Page1/19/2012 Naaptol Call Center Process


Search a Product on Naaptol- Method II

Steps:1. Go to www.naaptol.com2. Make sure the Product tab is

selected in Search Section3. If Product Id is not known to

customer: Provide the keyword for which

you want to search like Nokia or Samsung

System provide suggestion as user types the search keyword

User can selects any one of the suggested keywords too.

4. Click on Search Button 5. System searches for the

keyword and displays the matching products list

Search Suggestions



Search a Product on Naaptol- Method II – Search Result

Matching Product List: Click on Matching Product Image or Product Name to navigate to Product Detail Page

Filters: Select filters for refining product list

Selected Product Page1/19/2012 Naaptol Call Center Process

Navigate Categories on Naaptol

Select category/subcategory from the category section



Selected Category and its subcategories: User can select the desired category



Product List for the selected category: User can click on Product Name/Product Image to reach to Product Details Page

Filters to Refine the Product List


Order Placement On Naaptol

Steps:1. Go to Product Page2. Click on “Click here to Buy” Button3. Navigates to Order Now Page 4. Login/Register if user is not already logged in. Select 5. Select Payment Mode from which the order is to be placed.6. Select “Select if you have Cash Voucher” Checkbox if Gift Voucher to be redeemed. 7. Provide the Cash Voucher Code and Click on Apply for redeeming the discount.8. System validates the entered Cash Voucher Code and apply the applicable discount in the order amount9. Provide the Shipping address.

User Knows the shipping Pin code: Select “Yes” for Do You Know Your Pincode Option. Enter Pincode and click on Find Button. If the submitted pin code is deliverable as per the selected Payment mode then the system prompts the list of areas matching . Select the area of delivery.

User didn’t know the shipping Pin code: Select “No” for Do You Know Your Pin code Option. Select State from the Dropdown list. Select City from the City dropdown list. Select Pin code from the pin code dropdown list. If the user is unable to find the state /city/pin code in the dropdown list it means that area is not shippable for delivery as per the selected payment mode.

10. If the Billing Address is different for Shipping Address: Select the checkbox Select if billing address is different from shipping address. System opens form to provide the

billing address. Provide the billing address details .

11. Click on Place Order Button to place order Selected Payment is Cash On Delivery: System displays an order success page with the details of the order Placed. Selected payment mode is EMI/Credit Card/Debit Card: System navigates to Payment Gateway for providing his

banking/credit card credentials . On Successful Transaction system displays Order Success Page with Order Details.



Various Product Pages Display on Naaptol



Product Specifications



User Login/Registration Section (Only if User is not logged in on Naaptol)

Payment Mode Selection Section



Cash voucher Code Submit Section

Shipping Address Section

Select Yes if Shipping Pincode is known

Enter Pin code and Click on Find



Area Pop up for Selection as per submitted pincode

Selected Pincode



Select State /City/Pincodefrom the dropdown lists

Select “No” if Shipping Pincode is not known



Billing Address Different from Shipping Address


Order Placement On Naaptol- Agent Actions


Caller wants a product which didn’t have an active offer for Naaptol Purchase

•Agents suggest similar products for user purchase•Agent places a lead for the caller

Product is Outdated •Agent suggest similar products •Agent places a lead for the caller.

Product is Upcoming •Agents suggest similar products for caller purchase•Agent places a lead for the caller

Product is Out of Stock •Agent Suggest similar products for caller purchase•Agent places a lead for the caller

Product is Not Available with the desired color /size options

•Agent suggest other color available for caller purchase•Agent places a lead for the caller


Order Placement On Naaptol- Agent Actions Scenarios Agent Action

Caller wants to purchase through Online Payment and not allowing the agent to place order on Cash on Delivery

Agent registers a lead for the caller

Caller wants to purchase through Online Payment and allowing the agent to place order on Cash on Delivery

Agent places order for customer on cash on Delivery from his account.

Customer wants agent to place order on COD however the product is non COD Option

Agent places a lead for the caller.

Caller provide pincode which is not shippable with the caller desired payment mode

Agent checks whether that product is shippable in that pincode with other payment modes. If yes inform the customer accordingly.If product is shippable through COD on that location agent places the order for customer from his accountIf product is non shippable through COD on that location then agent punches a lead for the caller

Caller wants to pay online but doesnotknow his 3D secure pin.

Agent suggest to place order through COD (if available)on behalf of caller.Else agent guides caller to set his 3D secure pin For Visa: https://verified.visa.com/aam/data/default/landing.aam?partner=default&resize=yesFor Mastercard


https://verified.visa.com/aam/data/default/landing.aam?partner=default&resize=yes

https://verified.visa.com/aam/data/default/landing.aam?partner=default&resize=yes

Lead Generation on Naaptol

Lead Generation

Steps:

• Go to crm.naaptol.com

• Login with your agent id and password

• Click on Lead tab

• Provide the mandatory details and click on Submit Button

• Lead is generated and a lead number is provided by the system.


Lead generation

Click on Lead Panel Tab

Provide Username and Password to Login in CRM Panel


Lead Generation

Click on Lead Panel Tab


Check Cash Voucher Status

• Go to crm.naaptol.com

• Login with your agent id and password

• Submit the Cash Voucher number and click on Submit button.

• System prompts a pop up with the submitted Cash voucher details


Cash Voucher Status Check

Cash Voucher Status Pop Up


Login/Sign In on

Naaptol Club


Login/Sign In on Naaptol Club

Provide Naaptol Email Id /Password

Facebook /Google Login for Login

Note: If user is already registered on Naaptol then he can login on Naaptol Club with the same login id/password

Register/Sign upon

Naaptol Club


Register /Sign Up on Naaptol Club

Click on registration Button for registering on Naaptol.

Register/Sign Up on Naaptol Club


Provide the mandatory information and Click on Register button to get register on Naaptol Club

User can register on Naaptol Club with his Facebook/Google Account

Password Retreival on

Naaptol Club


Forget Password

Facebook /Google Login for Login


Forget Password

Provide the Email Id for which the password is to be retrieved

Instant email will be send to the user on his email id with password

Order Placement on

Naaptol Club

Order Placement on Naaptol Club

Active Boutiques List



Steps:• Go to www.naaptol.com/club• Login with User Id and Password• List of all the Live Boutiques will be displayed• Click on boutique of interest• Navigates to the Boutique Product List Page • Click on the Product of interest • Select the desired color and size option(if available ) and click on Add to My Bag

Button• Product is added and user is navigated to the Shopping Cart .• Click on Checkout Button on shopping Cart page• Select the Payment Mode• Submit the Cash Voucher number to be redeem , if any.• Provide the Shipping and Billing address • Click on Place order button for placing the order• If Cash on delivery is the selected Payment Mode then order success Page will be

displayed • If Online Payment Modes is selected then system navigates to Banking/payment

gateway page. On successful transaction order success Page is displayed


http://www.naaptol.com/club


Products from the selected boutique Selected Product Details



Product Specifications and Shipping and Return Policies for The Product

Other Products from the selected boutique



Shopping Cart: User can checkout more than one product in the same order



Select the Desired Payment Modes

Enter the Cash Voucher and click on Apply button to redeem applicable discount

Provide Shipping Address

Order Summary



Select Yes if Shipping Pincode is known

Enter Pin code and Click on Find



Select State /City/Pincodefrom the dropdown lists

Select “No” if Shipping Pincode is not known




Documents

Naaptol Call Center Support Process