Naaptol Call Center Support 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
1/19/2012 Naaptol Call Center Process
Login/sign In on Naaptol- Login via Facebook
Steps:
1. Go to www.naaptol.com
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
1/19/2012 Naaptol Call Center Process
Login/sign In on Naaptol- Login via Facebook
Sucessfully Logged in User
Facebook Pop Up For login
1/19/2012 Naaptol Call Center Process
For First Time Users Click on Allow Button to Create an account on Naaptol
Login/sign In on Naaptol- Login via Gmail
Steps:
1. Go to www.naaptol.com
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
1/19/2012 Naaptol Call Center Process
Login/sign In on Naaptol- Login via Gmail
Facebook Login pop Up
Sucessfully Logged in User Gmail Pop Up
For login
1/19/2012 Naaptol Call Center Process
Register/Sign up on Naaptol- From Registration Page – Method I
Steps:
1. Go to www.naaptol.com
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.
1/19/2012 Naaptol Call Center Process
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
1/19/2012 Naaptol Call Center Process
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
1/19/2012 Naaptol Call Center Process
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
1/19/2012 Naaptol Call Center Process
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.
1/19/2012 Naaptol Call Center Process
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.
1/19/2012 Naaptol Call Center Process
Password Retrieval on Naaptol- Agent Actions
Scenarios Agent Action
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
1/19/2012 Naaptol Call Center Process
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
1/19/2012 Naaptol Call Center Process
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
1/19/2012 Naaptol Call Center Process
Navigate Categories on Naaptol
Selected Category and its subcategories: User can select the desired category
1/19/2012 Naaptol Call Center Process
Navigate Categories on Naaptol
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
1/19/2012 Naaptol Call Center Process
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.
1/19/2012 Naaptol Call Center Process
Order Placement On Naaptol
Various Product Pages Display on Naaptol
1/19/2012 Naaptol Call Center Process
Order Placement On Naaptol
User Login/Registration Section (Only if User is not logged in on Naaptol)
Payment Mode Selection Section
1/19/2012 Naaptol Call Center Process
Order Placement On Naaptol
Cash voucher Code Submit Section
Shipping Address Section
Select Yes if Shipping Pincode is known
Enter Pin code and Click on Find
1/19/2012 Naaptol Call Center Process
Order Placement On Naaptol
Area Pop up for Selection as per submitted pincode
Selected Pincode
1/19/2012 Naaptol Call Center Process
Order Placement On Naaptol
Select State /City/Pincodefrom the dropdown lists
Select “No” if Shipping Pincode is not known
1/19/2012 Naaptol Call Center Process
Order Placement On Naaptol
Billing Address Different from Shipping Address
1/19/2012 Naaptol Call Center Process
Order Placement On Naaptol- Agent Actions
Scenarios Agent Action
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
1/19/2012 Naaptol Call Center Process
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
1/19/2012 Naaptol Call Center Process
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.
1/19/2012 Naaptol Call Center Process
Lead generation
Click on Lead Panel Tab
Provide Username and Password to Login in CRM Panel
1/19/2012 Naaptol Call Center Process
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
1/19/2012 Naaptol Call Center Process
1/19/2012 Naaptol Call Center Process
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
1/19/2012 Naaptol Call Center Process
Register /Sign Up on Naaptol Club
Click on registration Button for registering on Naaptol.
Register/Sign Up on Naaptol Club
1/19/2012 Naaptol Call Center Process
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
1/19/2012 Naaptol Call Center Process
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
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
1/19/2012 Naaptol Call Center Process
Order Placement on Naaptol Club
Products from the selected boutique Selected Product Details
1/19/2012 Naaptol Call Center Process
Order Placement on Naaptol Club
Product Specifications and Shipping and Return Policies for The Product
Other Products from the selected boutique
1/19/2012 Naaptol Call Center Process
Order Placement on Naaptol Club
Shopping Cart: User can checkout more than one product in the same order
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Order Placement on Naaptol Club
Select the Desired Payment Modes
Enter the Cash Voucher and click on Apply button to redeem applicable discount
Provide Shipping Address
Order Summary
1/19/2012 Naaptol Call Center Process
Order Placement on Naaptol Club
Select Yes if Shipping Pincode is known
Enter Pin code and Click on Find
1/19/2012 Naaptol Call Center Process
Order Placement on Naaptol Club
Select State /City/Pincodefrom the dropdown lists
Select “No” if Shipping Pincode is not known
1/19/2012 Naaptol Call Center Process