Vandrevala Foundation: Privacy & Information Security

• The Vandrevala Foundation is owned by Cyrus and Priya Vandrevala.
• The Vandrevala Foundation's website is https://www.vandrevalafoundation.com
• Contact Vandrevala Foundation by phone at +91 9999 666 555
• Contact Vandrevala Foundation by email at [email protected]
• System Training V 14
• The Vandrevala Foundation is a nonprofit initiative.
• The Vandrevala Foundation was started in 2008.
• The Vandrevala Foundation helps mentally stressed and people in need.
• The Vandrevala Foundation is a platform for:
  • Crisis intervention
  • Enabling students to apply their knowledge and skills
  • Volunteer and community service
  • Collaboration among colleges and institutions
• The Vandrevala Foundation has 160+ active volunteers and full-time counselors.
• The Vandrevala Foundation handles 18,000 calls, chats, and emails every month.

Privacy and Information Security Policy

• Strict adherence to the rules ensures that policy is not breached and user information remains protected.
• Direct contact with callers/customers from private phones or emails is prohibited.
• Simultaneous logins from multiple systems or browsers using the same login ID are not allowed.
• Login IDs and passwords must never be shared with anyone.
• Passwords must be changed every 45 days.
• Contact information should not be shared with external parties outside the Foundation.
• Sharing statistics, if required, should change the case category to "Seeking Information about clients” and subcategory to “seeking statistics” for admin team response.
• Information in Zoho is confidential.

Explanation of Systems Used

• Counselors will use Zoho and Knowlarity applications
  • Zoho Desk is the primary platform used from the outset.
  • Zoho SalesIQ enables interaction with customers over chat.
  • Zoho People facilitates requests for HR processes.
  • Zoho Cliq is the team collaboration tool that needs to be downloaded on mobile devices.
  • Knowlarity allows call routing for making outbound calls.
• Zoho is the primary system for new counselors to service customers through WhatsApp chat for the first few months.
• Counselors will gain access to Knowlarity for taking voice calls from customers once additional training has been provided.
• The Zoho Desk and Knowlarity applications should not be downloaded on to mobile devices.

Computer Requirements

• Computer devices must meet these requirements:
  • Minimum 4GB RAM (8GB preferred)
  • Latest versions of Chrome, Microsoft Edge, or Firefox
  • Popup blocker disabled
  • Windows 10+, iOS, or MacOS operating system

Logging Into Zoho

• To log into Zoho:
  • Save https://www.zoho.com/one/login.html to "Favorites."
  • Select “SIGN IN."
  • Input username and password.
  • Select the “SalesIQ” icon.

Setting up Zoho Cliq

• Zoho Cliq allows interaction with the Foundation and other counselors via text, voice/video calls, or recorded messages.
• Download and install on your mobile phone from the Android Play Store or Apple App Store.
• Use the following channels to communicate with the team:
  • Case discussions
  • Announcements
  • Group Therapy Announcements
  • Respective Mentor Group

Providing Service

• The focus will be on WhatsApp Chat and Email, with phone counseling training to follow.

Accessing the SalesIQ Screen

• To access the SalesIQ screen:
  • Ensure status is set to Available.
  • On the home page, go to "Chats," expand the drop-down, and select "Missed Chats."
  • Select chat from Priority and then General Department.
    • Use the filter to check on Missed Chats in Priority department.
    • If none available, check in the General department.
  • Or wait for the new incoming alerts.

Responding to Missed Chat

• To respond to a missed chat:
  • Select a Missed Chat.
  • Click on Reply to start a conversation.
  • To send a voice note
    • Click on the microphone and speak.
    • If the browser requires you to enable the microphone, accept access.

Closing the Chat

• To close a chat:
  • Add notes
  • Close the chat.
  • Open Zoho Desk and update the mid-pane.

Responding to Incoming Chat

• To respond to an incoming chat:
  • Select the incoming Chat.
  • Click on Accept button to start the conversation
  • If you want to send a voice notes, click on the microphone and speak; accept access.

Operational Guidelines

• The canned responses option must be used.
  • Send canned replies by writing "/" in the chat window, or by clicking the canned response option.
• The Knowledge Base Articles and FAQ section is helpful. -The Knowledge Base articles and FAQ sections must be shared from here. - You must also click here to share these articles.
• Before logging off, be sure to close all active chats, or transfer active chats to your colleagues.

Review History

• To review history for returning visitors:
  • On the right-pane, find all the old closed cases under the Zoho Desk.
  • Click on the case to open Zoho Desk and see old cases.
  • On Zoho Desk, update the mid-pane.
  • Enter as much relevant information as possible.

Updating Case Information

• In the mid-pane section, update the case details with new information provided by the visitor, including:
  • Type of case
  • Gender
  • Demography
• Filling in the 6 dropdowns in the "Patient Info" section is mandatory.

Closing a Case in Zoho Desk

• To close out a case:
  • Update the “Subject Line” with customer issue.
  • Update the “Resolution" section.
  • Update the "Case Details" section.
  • Add comments (mandatory).
  • If a follow-up is needed, inform the counselor on Case discussions with the case number and add a comment.

Accessing The Knowledge Base

• The location for helpful information, guides, and other materials which can be sent to the visitor is by selecting the “KB”/”Knowledge Base” field in the top navigation bar.
• The KB is organized by topic for easy navigation.

Merging Cases

• Duplicate cases can be created for various reasons
  • Contact engages using a different email ID or contact number or a counselor creates a new case mistakenly
• To merge cases:
  • Review the cases.
  • Merge the newer case with the older one in Zoho Desk.
  • Select the case to which you want to merge.
  • Add a comment to the merged case indicating which cases were merged.
  • Confirm merge

SalesIQ Navigation

• This section displays key features and navigation tips for the SalesIQ interface.
• Find the filter for changing department.
• The icon shows ticket numbers of older instances when the visitor reached out to the helpline.
• Find canned replies.
• The icon shows contact profile of the visitor such as severity, age, and gender.
• Returning visitor means that this is not the first time that the client has reached out to the helpline.

Replying to Emails

• The Process is:
  • Open the case from a customer.
  • Click the customer's name and add the contact email.
  • Return to the case. -Click "Reply" on the right-hand side. -Compose the reply, using "Team Vandrevala Foundation" and click "Send."

Accessing the Case Screen

• Log into Zoho (https://www.zoho.com/one/login.html).
• Access the “Case” screen (Zoho Desk) to view all cases in the queue.
  • Access “Case” from the top-left navigation bar.

Main Case Screen

• Main Case Screen includes:
  • Cases have statuses “Recent”, "Open", "Hold" and "Closed”, filtered by status -Search for parameters (case number, contact name, or phone number)

Customer Case Screen

• Customer Case Screen includes:
  • The customer's name at the top
  • Source channel for the case (phone or WhatsApp)
  • The 'Case Title" to change the name you should use the Three dot menu
  • Add a comment on the case with"Comment Icon" and replay to case with the "Icon to replay case"
  • Use the Three dot menu to detail or edit a case -"Reply" icon to replay via email
• Left Pane lists cases and Mid Pane contains information: -caller/contact demography
• Other Features: -Other Cases