SadaPay

• Never Close a Conversation Prematurely: Always ensure that the customer's issue is fully resolved before closing the conversation. If further action is required, keep the thread open until a resolution is reached.

• Always Be Respectful: Regardless of the situation, always maintain a professional and courteous demeanor. Avoid being rude or dismissive, as this can escalate the situation and damage your company's reputation.
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• Do Not Share User Details: Never disclose any user information externally or with unauthorized parties. Protecting customer data is crucial for maintaining trust and compliance with privacy laws.
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• Avoid Unjustified Snoozing: Do not snooze a conversation without first responding to the customer. Always provide an initial reply or an update before pausing the interaction. This keeps the customer informed and prevents feelings of being ignored.
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• Fulfill Promises: If you have committed to getting back to a customer, make sure to follow through. Keeping your word is essential for building trust and reliability.
• Do Not Overpromise: Never commit to a resolution or a timeline that you cannot guarantee. Overpromising can lead to dissatisfaction and harm customer relationships if expectations are not met.

6. Collecting data from customers:

• All customers must send any files, evidence, or proof through Intercom chat or email. These methods already integrate AV scanning and file type filtering.
• CX Associates should always avoid opening shortened URLs (e.g., bit.ly/dsdiseri) or direct download links (e.g., https://drive.google.com/myfile.zip). All users should be guided to share files using the allowed methods.