Vandrevala

Foundation
Cyrus and Priya Vandrevala Foundation
https://www.Vandrevalafoundation.com System Training V 13
Call +91 9999 666 555
help@vandrevalafoundation.com

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Contents

Section Page

1 Introduction 3

2 Getting Started: Setting-up Your Platform Vandrevala Foundation 5

3 Providing Service 11

4 Additional Zoho Navigation Information 26

5 Additional Support 29

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1. Introduction

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13 years of
About Vandrevala Foundation Serving the
community

▪ Nonprofit initiative by Cyrus and Priya Vandrevala.

▪ Started in 2008 to help mentally stressed and people in need
▪ Vandrevala Foundation is a platform for
▪ Crisis intervention
▪ Enabling Students to apply their knowledge and skills
▪ For volunteer & Serve the Community
▪ A Collaboration with the colleges and the Institutions
▪ A family 160+ active volunteers and full-time counsellors.
▪ Handling 18,000 calls, chats, emails every month

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2. Getting Started: Setting-up Your Platform

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Setting-up Your Platform: Privacy and Info Security

Strict adherence to the following rules is required in order to ensure policy is not breeched and you are
protected as well! Policy
▪ Never contact a caller/customer directly from your phone or personal number/email

▪ Do not login simultaneously from two systems or two browsers with your login ID

▪ Never share your login ID and password with anyone

▪ Change your password every 45 days

▪ You must not share information of contacts with anyone outside of the Foundation

▪ Don’t not share any statistics with anyone. If someone asks for statistics change the category of case “Seeking
Information about clients” and subcategory to “seeking statistics” for admin team to respond

▪ All information in Zoho is the company’s confidential information, do not share any information with any one outside the
Foundation

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Setting-up Your Platform: Explanation of the Systems Used

▪ As a Counselors, you will use the Zoho and Knowlarity applications over your tenure.

▪ Zoho Desk: This is the primary platform to provide services and will be used from the outset
▪ Zoho Cliq: This is the team collaboration tool which you will need to download to your mobile device.
▪ Knowlarity: This is a telecom system for routing the call to you or making an outbound calls. More information on
this platform will be provided in future training

▪ However, over your first few months, Zoho will be the primary system used since new Counselors primarily service
customers through the WhatsApp chat function.

▪ Over time once additional training is provided, Counselors will be given access to Knowlarity to take voice calls from
customers

*IMPORTANT Note: DO NOT download the Zoho Desk and Knowlarity applications to your
mobile device

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Setting-up Your Platform: Computer Requirements

1 Step 1: Ensure that your computer devices have the following requirements met:

• Computer has minimum 4GB RAM Minimum

• Latest version of Chrome, Microsoft Edge, or Firefox browsers must be installed and used.
• Disable popup blocker on your browser. If you are not sure know how to do this, check on internet for instructions
depending on which browser you are using
• One of the operating systems must be used: Windows 10 and above, iOS, MacOS, Ubuntu

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Setting-up Your Platform: Logging Into Zoho

2 Step 2: Click on the following link and save to your “Favorites” in order to access in the future https://www.zoho.com/one/login.html

3 Step 3: Click on SIGN IN

4 Step 4: Put in your username and password

5 Step 5: Select the “Desk” icon

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Setting-up Your Platform: Set-up Zoho Cliq

6 Step 6: Set up Zoho Cliq

▪ Zoho Cliq is a collaboration tool similar to WhatsApp and used to interact

with the Foundation and other Counsellors (you can send a text, make a
voice/video call, or leave a recorded message to your mentor or other team
members)

▪ Please download and install it on your mobile phone from Android play
Store or Apple Appstore

▪ Use the following channels as part of Cliq in order to communicate with the
team:
▪ Case discussions

▪ Announcements

▪ Respective Mentor Group

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3. Providing Service
Note: This section will focus on WhatsApp Chat and Email. Training on providing counselling
service over the phone will be given after a period of time providing non-voice service

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Providing Service
Step 1: Access the Case Screen:
1
After logging onto Zoho,
(https://www.zoho.com/one/login.html), access the
“Case” screen (Zoho Desk) in order to view all cases
in the queue.

You can access this view at anytime by clicking on

“Case” in the top left navigation bar.

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Providing Service
2 Step 2: Select a Case to Work

Use the “Pending WA” filter in the main Case screen to

list all WhatsApp messages yet to be responded by
changing the filter:
• First, select the down arrow next to “All Cases”
• Next, select “Pending WA” under “All Views” menu

Select cases with a status of “Recent” and a Case Owner

of “New WhatsApp” or “Overdue WhatsApp”

Notes:
• “Open” cases (as opposed to “Recent”) are ones
where we have responded and waiting for response
from the customer
• “Overdue WhatsApp” case owner are ones that have
not been responded by a counsellor in over 30
minutes

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Providing Service
Step 3: Review History (for repeat
3 customers)

Refer to previous case details by

clicking on the name of the customer to
understand if this is a repeat customer.
To ascertain this, click on left of the
chat window and familiarize with
previous case history.

In case if new customers- it will show as

‘0’ cases indicating this is a new
customer.

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Providing Service

4 Step 4: Engage with Customer (WhatsApp- Accessed

via Messagebird)

For “WhatsApp”: Read the customer message and

begin dialogue within the chat window in the middle
of the screen. Do not respond just by saying “Hello”
or “Hi”.

Please try to limit the session to 20-30 minutes.

Note: if a customer message assigned to you, is not

responded within 30 minutes, the ownership of the
case will be changed to the group.

There are two options to send a WhatsApp message

via Message bird (Continued on Next Page)…

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Providing Service

4 Step 4: Engage with Customer (WhatsApp-

Accessed via Messagebird)…. Continued

Click the two horizontal lines icon next to history

on the middle task bar and you will be able to
access message bird, through which you will be
able to chat with the customer. By choosing this
option you will be able to see the chat
conversation completely. Attachments do not work
in this option.

To send attachments, attach resources from the

knowledge base(KB) by clicking on the ‘bulb’ icon
(suggested articles) on the top left pane.

You may also collect the email id of the customer

to share resources from the knowledge base(KB)

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Providing Service

5 Step 5: Update Case Information

As the session progresses, update the case

detail fields in the mid-pane section of the
screen with new information provided by the
customer.

This section contains information about the

customer, type of case, gender, demography,
etc.

Enter as much relevant information as

possible.

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Providing Service

5 Step 5: Update Case Information

Filling these 6 dropdowns (ESSENTIAL

INFORMATION located in the PATIENT INFO
Section) is mandatory. Please do not close the
case without choosing an option for all 6.

In cases where there is a lack of information

or information is withheld by the client,
please choose: Unassessable, Undisclosed &
Unresolved

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Providing Service

Step 6: Access the Knowledge Base

6
Access the Knowledge Base for helpful
information, guides, and other materials
which can be sent to the customer by
selecting the “KB” field in the top navigation
bar.

The KB is organized by topic to make it

easier to navigate.

If you would to send a document to a

customer, copy the attachment of
knowledge base to WhatsApp. It will take 1
min for attachment to get transmitted to
the user.

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Providing Service

Step 6: Access the Knowledge Base

6
Once in the Knowledge Base, search for
topic area or use the side panel to select

Select a topic and access resources such as

documents and articles to share or
reference with the customer

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Providing Service

7 Step 7: Merging Cases

At times, duplicate cases are created for a

contact. This occurs for various reasons such
as a customer engages using a different email
ID or contact number or a counsellor creates
a new case by mistake

Whenever you find such cases, you should

review the cases and then merge the newer
case with the older one

First, select the case to which you want to

merge

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Providing Service

7 Step 7: Merging Cases (Continued)

Next, confirm you would like to merge the

cases

Add comment to merged case indicating

which cases were merged

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Providing Service

8 Step 8: Engaging a Customer Who Has Gone Silent

If a customer is not responding, then wait for 10 minutes and send the following message:

"Hello, we did not receive a reply for some time. For the moment, I will close this conversation. Feel free to
contact us again here on chat or email us at help@vandrevalafoundation.com

If a customer is not responding for more than 30 minutes, then send following message and then close the case:

Hello, we did not receive a reply for some time. For the moment, the system will close this conversation. Feel
free to contact us again here on chat or email us at help@vandrevalafoundation.com

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Providing Service
Step 9: Closing Out a Case
9
You must end the chat with a summary and clear instructions
on follow up action. At minimum, tell the customer that you
are closing the session and to feel free to contact us again on
WhatsApp at +9999666555 or email us at
help@vandrevalafoundation.com

Before closing the case, update the “Subject Line” (which

encapsulates customer issue), “Resolution” section, and
“Case Details” section as best as possible. Also, add
comments which is mandatory, by clicking on comment icon
(top right) and add your comment.

If you feel that you or another counselor needs to do a

follow-up, then inform the same on Case discussions with the
case number and add a comment in the comments section.

Close the case: at right bottom, you will see button/link close
the case and the close the case. You can reopen the case in
the same way.
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Providing Service

10 Step 10: Replying to emails

To respond to emails, open the respective case from

a customer.

Click on the name of the customer and add email

address to contact detail.

Return to the case.

Click on the reply button on the right-hand top

corner in the middle of the screen.

Compose a reply and click send.

Please note the email signature would be “Team

Vandrevala Foundation”.

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4. Additional Zoho Navigation Information

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Additional Zoho Navigation Information: Main Case Screen

Cases have four Click here and enter search
statuses “Recent”, parameter like case
“Open’, ”Hold” and number or contact name
“Closed. And can be or phone etc.
filtered by status

Cases have four

statuses “Recent”,
“Open’, ”Hold” and
“Closed. And can be
filtered by status

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Additional Zoho Navigation Information: Customer Case Screen

This Icon shows source The “Case Title” gives a
Name of the channel of the case (such
customer is right on meaning full title to a case.
as phone or WhatsApp) You can change title from
the top of the page Comment Icon is used to add
three dot menu comment on the case
Icon to replay to case
conversation

Three dot menu click here to go

Left Pan lists other to detail description of case or
the cases for you editing case title
to quickly toggle
between

Mid Pan contains

information about Use this ”Reply” icon
Caller/Contact, to reply to contact via
Demography, email.
and additional
information

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Additional Support

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How to Get Additional Support

▪ Accessing Your Performance Report: Click https://analytics.zoho.in/open-view/188358000000493466

▪ For additional support, send a mail to innercircle@vandrevalafoundation.com
▪ Make sure that you have gone through all of the training provided before sending mail to InnerCircle
▪ You will receive an automated response from the system. For all your further communication respond to the
same mail thread
▪ DO NOT DUPLICATE communication , it creates serious problem and waste of time. Respond to same mail
thread
▪ Minimum hours for certifications is 150 productive hours.

FAQs will be sent to you during training for additional support

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Thank you and Good Luck!

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