Written assignment Exotel

Satvik Nagar
12017696

1) Tell us why you’d be a good fit for this role and why would you want to do an
internship in Customer Service?

I'm an artificial intelligence and machine learning B tech computer

science student, and I know how to use a lot of new software, a lot of
new technologies, and a lot of script languages like Python, SQL, etc.
Additionally, I'm skilled in Tableau, Power BI, and data analytics. These
have taught me how to create dashboards from data and show them to
individuals who are unfamiliar with the raw data and the backend
workflow. In addition to my technical abilities, I have strong
interpersonal, empathy, problem-solving, and active listening skills.
These are some of the critical abilities needed for a sales engineer, and I
hope to use these abilities to help your company by becoming a valuable
sales engineer.

In general, pursuing a customer service internship allows me to leverage

my technical skills while gaining valuable insights, enhancing soft skills,
and expanding my career. This is why I want to do this internship: it will
help me in my overall growth by allowing me to put my skills into
practice, understand the market and business, and develop advanced
soft skills. Additionally, it will give me the advantage of career flexibility.

2) How would you handle negative feedback? How would you respond to him/her?
What initiatives would you take to convert negative feedback to positive feedback

Negative feedback handling calls for a lot of patience, attentive listening,

composure, and innovative problem-solving techniques. To address this,
I will first attempt to acknowledge the customer's feedback and try to
understand their feelings. I will then attempt to apologize for any
inconvenience or dissatisfaction the customer may have experienced.
After that, I will investigate the root cause of the issue or any negative
feedback that may have caused the customer to become confused.
Finally, I will attempt to offer the best solution possible to the customer
 by their needs and expectations. Finally, I will follow up with the
customer to make sure they are satisfied and to address any outstanding
concerns. I'll finally attempt to learn. I'll try to take what I can from that
unfavorable criticism and include it so that similar problems in the future
can be resolved with ease.

3) A user asks for a feature request that we don’t support yet. Compose a reply to
this user and the action items upon you after replying.

To xyz,
We appreciate you contacting us and letting us know about your feature
suggestion. We are always happy to hear from our users about how we
might improve their experience, and we appreciate your interest in
helping us improve our product or service.
Regretfully, the functionality you have asked for is not supported at this
time. Please know, though, that we value your input and will take it into
account when we continue to assess and rank the importance of
upcoming platform improvements.
Please don't hesitate to provide us with any more comments or
recommendations in the meantime. Your feedback is extremely
important to us as we strive to provide our users with the greatest
experience possible.
We appreciate your patience and ongoing help.

Warm regards,
Satvik Nagar

After my response to the customer, I will record the feature request from
the user along with all the details that the customer desires. Next, I will
review related requests from other users. Finally, I will get in touch with
the project manager of the relevant team to discuss the customer's
request for the feature. Finally, I will make an effort to get in touch with
the customer to inquire about any updates regarding the feature.
3) Create a trial account on our portal and share your opinion about the product
at https://exotel.com/and explain any one of the features.

After creating the trial account on the portal I got the chance to explore
all the feature that you offers like the virtual numbers, chatbot bot, and
the management system for the calls and messages for the client. As a
student of machine learning and artificial intelligence, the one feature I
looked after was the chatbot bot tool and how Exotel used the chatbot
as a bot that helps in marketing, sales, and customer service