Customer Support Entry Points

Customers can reach out to our support system through multiple channels for any queries or concerns. On both our mobile and web applications, we have implemented contextual BOT flows to address frequently asked questions and common issues. Additionally, customers can directly speak to our support representatives through our IVR channel or reach out via email or social media platforms. For every customer interaction, regardless of the channel used, a support ticket is logged. Our team of in-house and vendor agents is available to provide assistance for any queries or concerns. We also have a dedicated grievance team to handle severe grievance cases.

• IVR:  The IVR Customer Support System allows customers to contact the support team directly by dialing 080-68727687. Registered users must authenticate their identity with a One-Time Password (OTP) sent to their registered mobile number. If OTP authentication fails, the system will prompt the user to call from their registered number. Live support agents are available from 9 AM to 6 PM, 7 days a week. In case of suspicious activity, the customers can temporarily freeze their account by dialing 080-68727702. They can dial the same number to request for unfreezing. The IVR system provides self-service options for common issues and offers the option to connect to a support agent. It is designed to be user-friendly and accessible to all customers and also support two languages (English and Hindi). 
  
  

• Portal (App & Web):
  Clients can utilize our online portal to find solutions to frequently asked questions, resolve issues they may be experiencing, and receive assistance with other matters. Additionally, they can search our knowledge base for informative articles. Should they require further support, they have the option to call on IVR from the help section. 
  
  

• Social Media:

Customers can also contact us on Share.Market's social media channels (including Twitter, Instagram, Play Store, and LinkedIn). For each customer interaction on these platforms, corresponding support tickets are created in our helpdesk system (FD) and tagged with 'Social Media'. This ensures comprehensive record-keeping of all social media support contacts. Agents are authorized to provide callbacks to customers who have directly requested them or whose communication suggests a callback is necessary. Escalation of FD tickets follows the established guidelines, with the option to forward information to appropriate L2/category contacts via email for timely resolution. It is essential that agents provide responses to customers both within the original social media platform (via DM or Inbox) and within the newly created FD ticket.

• Email: The customers can write an email to the CX support email ID (customerhelpdesk@share.market). If the customer writes from an unregistered email, there will be an auto-verification of email and an auto-response will be sent to the client requesting to write from registered email and the ticket will be resolved. The contacts from unregistered email IDs will not be assigned to the agents. 
  
  

• Via Exchanges/ SCORES & ODR: 

  1. PPWB (PhonePe Wealth Broking Pvt. Ltd.) has created a dedicated email id (customerhelpdesk)  for correspondence to the Investor Grievance Department of the Exchange(s). The Exchange(s) will communicate the grievance received from the investors to PPWB on the dedicated email id.

  2. GRO or team members have to login on scores and ODR portal to review complaints . The GRO will share it with the agents via an email with relevant details. The tickets will be created on the Freshdesk (CRM)  manually by agents and acknowledgement we will have to send to clients

  3. The agents will then work on the ticket and send the responses to the GRO, Compliance team and / or the Legal team to verify (will be updated as a private note on the Freshdesk).The GRO, Compliance team and / or  the Legal team will verify the list and share it with Exchanges/SCORES & ODR Portal if there is no further investigation required. The agent will then send it to the customer over the Freshdesk ticket. A mail also will be sent with the same response to the customer’s registered email ID.

Grievance Related

The grievance handling process involves managing customer contacts received through the dedicated grievance channel (customer helpdesk). A grievance support email ID is required on the website. Customers can raise grievance tickets via various sources. An automated acknowledgement with a ticket ID is sent to the customer's Freshdesk ticket and registered email upon ticket creation in Freshdesk CRM. Agent responses on Freshdesk trigger automated email notifications to the customer's registered email and SB PhonePe email ID.

Contacts from Exchanges/SCORE & ODR Portal are shared with SB Grievance L1 agents by SB Category Ops (GRO), who manually create tickets in Freshdesk. GRO verifies and approves responses (with Legal team involvement if needed). GRO updates the Exchange/SCORE & ODR Portal, and agents respond to customers via Freshdesk. The grievance redressal timeframe is 21 calendar days per IG Policy. The Legal Team is involved when a contact is identified as a grievance case (case to case).

Find the detailed workflow here. 

Routing Rules for SB MF tickets:

• If any MF ticket is assigned to Non-MF agent, the agent can dispose off the ticket in ubona under MF_Broking_L1 Campaign in callback request option.

• Incase there’s a final resolution, MF Ops will update the child ticket and parent ticket would be routed to  L2_MF_Broking campaign. Incase such tickets are assigned to non MF agents, they need to route it to  L2_MF_Broking campaign.

• In an existing SB ticket if CX has a MF related query, create a new ticket with the following GTIS and route it to MF_Broking_L1 Campaign

Tagging: 

Status: Pending for CB, Due by: Current time + 1 hour

• If any MF agent received any non MF query, they need to understand the nature of issue and route it to specific campaign mentioned below:

Tagging:

Status: Pending for CB, Due by: Current time+ 1 hour

Ticket Assignment Logic for WFM & Automation:

If any ticket is unassigned to agents (first time assignment) within 24 hours of creation, below rule should get applied

• Ticket priority Low changes to Medium

• Medium and High: Urgent

How to route to inhouse: 

Trigger: When a vendor agent selects the "Assign to Inhouse" status on a ticket (Agent to dispose ticket in Ubona).

Action: Regardless of the current Group-Type-Subtype (GTIS) combination, assign the ticket to the "Inhouse" campaign. (Select status as: Assign to Inhouse). 

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For the vendor agent’s reference:

1. Vendor agents will only mark the tickets “Assign to Inhouse” for the following scenarios and will not mark WOTP directly, where escalation is needed. 

• Compensation-related cases

• PCN/Report visibility issues

• Voluntary freeze/unfreeze

• SEBI grievance cases

• Refer & Earn cases

• Edge scenarios that are not included in DT

• A/c closure cum transfer

2. Apart from the scenarios mentioned above, vendor agents should handle the ticket and will directly escalate to L2 wherever required. {Wrong escalation will be marked as fatal}.

3. When in doubt, vendor agents can route the tickets to the “Inhouse” campaign (Set status: “Assign to Inhouse”, dispose of the ticket in Ubona, and it is mandatory to add the details in a private note before routing). 

1. Points to remember

• No update: If there’s no update from the L2 Teams, there’s no need to call the customer. However, if the customer requests a callback make sure to call him/her. Send out a response stating that we will get back once there’s a resolution.

• Resolution available: Call the CX and share the resolution. If the call is not connected/RNR then change the status to PCB and arrange a call to customer in the next 1 business hours. Meanwhile share the resolution over the ticket. If the call is still not connected in the 2nd attempt reiterate the same and resolve the ticket.

• Multiple Tickets from the Same CX: If CX has multiple actionable tickets for different issues, agent to work on all the actionable tickets(Open,reopen, cx replied, PCB). Check if CX needs support with any other issue and try addressing them all at once. However, if the agent is not skilled in a specific category or group they can route the customer onto that campaign for that specific issue informing the customer that a specialist from that group will reach out to you to help you further.(Leave a private note specifying all the details)

• Before outcalling a customer, agent to check if there are any PCB tickets for that user. If yes, check the following:

1. CX requested CB: Agent to check if a customer requested a callback at a specific time on that ticket. Do not initiate a call and arrange a callback within the same timeframe in all actionable tickets. 

2. Agent arranged CB: Incase, CB was arranged due to non connectivity with CX. Then the next agent can work on the ticket as per SOP.