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Voice Bi-weekly Assessment
Hello team, please take a few minutes of your time to complete the following questionnaire.
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1
Enter your name
2
Users mentioned product safety issues , mainly involving product burnt smell, battery cracking, spontaneous combustion, bulging, smoking, fire, sparks, leakage and explosion and other issues, may also cause other related items during use
Select 1 answer
No need to ask the user to provide information, directly reassure the user that it has been upgraded for processing
Empathize to the user and ask a video of the product
Acknowledge the user's situation and provide the correct troubleshooting steps to the user
3
User mentioned that he did not receive a reply from the seller/platform
Select 1 answer
Advise the user to go visit the store and ask for the store manager's help
Appease the user, inform the user that he has been upgraded to handle
Apologize to the user and try to troubleshoot the user's product issue
4
The user only greeted and did not confirm the specific problem.
Select 1 answer
Sorry for the long wait May I know if you have encountered any problems? If so, could you please kindly describe your problem so that we can solve it for you ASAP? Looking forward to your early reply.
Dear Customer, How can I help you today?
To swiftly address your concern, we recommend that you contact the store seller or the platform customer service of the purchasing platform directly so that they can help you solve the problem as soon as possible.
5
You confirmed that it is our store, transfer it to the corresponding responsible email address and inform the user that it has been transferred.
Select 1 answer
Click "Pending" after replying to the user
Click "Spam" after replying to the user
Click "Solved" and send an invitation to a survey
6
Prioritize replying with "New" tickets to ensure timeliness.
Select 1 answer
True
False
Always start with the tickets from the top
7
Tool to use when checking if the store is ours
Select 1 answer
baseus.com
Zendesk
Self-operated store summary
8
Information you need to provide when forwarding the ticket to the corresponding responsible email address.
Select 1 answer
User email: Order number Purchase platform: Problems encountered by the user: Paste the copied screenshot of the user's order at the same time
Purchase platform: Problems encountered by the user:
Name of the user: Email address: Purchase Platform: Order number: Issue description:
9
Does the S1/P1/B1 camera have to be used with Homestation?
Select 1 answer
Yes, the N1 or S1 Pro cameras must be used with Homestation. Baseus Security Camera relies on proprietary power-saving Wi-Fi and low-frequency wireless protocols for communication to reduce power consumption and establish a secure connection.
The S1/P1/B1 camera is temporarily incompatible with Homestation
H1 Homestation supports up to 8 N1 cameras. However, it is highly recommended to set up devices on multiple Homestations for optimal performance when more than 4 cameras need to be added to the Baseus Security app.
10
Provide the correct troubleshooting steps: Non-wireless charging stylus cannot be charged wirelessly
Select 1 answer
"Sorry for the problem. Please provide your iPad model? Currently, not all iPads support magnetic charging. If your iPad supports magnetic charging but the stylus doesn't charge, please provide a video for us to verify the issue so that we can quickly provide you with a solution."
"Sorry for the inconvenience. After checking that the stylus you purchased does not support wireless charging, you can try connecting a cable and charger to charge the stylus. If you have any other questions, please feel free to contact us."
"Sorry for the problem. Could you please charge the stylus with other cables and chargers?"
11
Choose the correct troubleshooting steps: Multi-port cable-does not charge /no response/off charge (poor contact)
Select 1 answer
"Sorry for the problem. Can you try using different chargers and devices to test the product? If you use two or more connectors at the same time, please use an 18W or more charger, otherwise the power will be scattered and cause problems."
"Sorry for the problem. Could you please try the following steps first? 1. Please try using different chargers and devices to test the product. 2. If your phone has a case, please remove it and test again.
"Sorry for the problem. After checking, we found that the cable you purchased does not support fast charging, and can support up to XX W charging for your device. hope you can understand. If you still have any other questions, please feel free to contact us."
12
User called in and wants to participate in the recall
Select 1 answer
Please do not send the Portable Charger to the company or anyone else. Please dispose of it according to local regulations and guidelines regarding the handling of lithium-ion battery products after the application approval.
Please visit our recall website【https://www.baseus.com/pages/recall_select_BS-30KP365】 to confirm whether your product is affected in the recall.
We are very sorry for the experience you had. We would like to escalate the situation to our senior team.
13
The product has been discarded/lost, can/how to participate in the recall?
Select 1 answer
We are very sorry for the experience. We would like to escalate the situation to our senior team. They will contact you within 24 hours. Please pay attention to the email from care@baseus.com. Once our team confirms the relevant information, they will help you solve the problem as soon as possible. In the meantime, if you have any other questions or concerns, feel free to contact us.
We understand your situation very well. However, if the Portable Charger you purchased has been lost, it is not eligible for the recall. Please understand.
Please stop using the Portable Charger immediately and visit our recall website [https://www.baseus.com/pages/recall_select_BS-30KP365] to fill in the application information so that we can process it as soon as possible.
14
If I have multiple Portable Chargers in one order that needs to be recalled, how should I fill out the application form?
Select 1 answer
If you have multiple Portable Chargers in one order, when filling in the information, select the correct quantity , then you must submit photos of each device and mark, with permanent marker, the number of devices. For example, if you have three devices, separately mark each unit as "1," "2," and "3" before taking the photo.
The form to apply for a replacement requires filling in personal information, order and product information. Please visit our recall website [https://www.baseus.com/pages/recall_select_BS-30KP365] for more detail. There will be instructions on the website on how to participate in the recall to receive a free replacement and how to appropriately dispose of the recalled unit.
If you have multiple orders including the recalled portable chargers, you need to fill out a recall application for each order.
15
My Portable Charger was previously bulged/exploded/caught fire/melted, but I have not claimed compensation before and threw it away for safety reasons. I did not keep a picture of the damage. What should I do?
Select 1 answer
If your unit has a different model number (NOT BS-30KP365), or if your unit is a BS-30KP365 model with a serial number (SN) ending with the letter "A", it is not part of this recall.
We are communicating with Amazon regarding the issue you encountered. We sincerely apologize again for the inconvenience and thank you for your understanding and support
Very sorry for that. This issue requires a more in-depth look, so I need to escalate it to our senior team. Can I have your contact information (Email address) so they can reach out?
16
If the user holds "PPCXM06" or "PPCXW06" to inquire about the recall, you need to tell the user that the product is safe to use.
Select 1 answer
True
False
It doesn't matter
17
Livechat: What should you do when the user is upset because his product is not working?
18
Make sure to CC ______________ before escalating to our senior team. Failure to do so will cause the escalation team to not receive and assist the users in a timely manner.
19
Choose the details required when filling the recall application
Select one or more answers
Purchase Platform
Purchase Date
Upload Attachment
Amount
Serial Number
Preferred Logistics
20
User called in response to the message he received from Amazon. After finding out that his product is part of the recall, he told you that he wanted a refund for the recalled product. As an agent, what should you do?
21
Select the details required when checking the status of recall application
Select one or more answers
Purchase Platform
Serial Number
Registration Number
Email address
Submission Date
22
If you have confirmed the user's problem and the order is form Amazon (with Amazon order confirmed), but the user has not provided a screenshot of the order, what should you do?
ask for a screenshot of the order
Provide troubleshooting methods and ask for a screenshot of the order
escalate
23
what should you do in this case?
Select one answer
Ask the user for the product model and order screenshot
escalate
Provide troubleshooting methods and ask for order screenshots
24
(Recall) Based on what information can you determine where the user purchased the product?
Select one or more answers
The delivery address on the order screenshot
A rough judgment based on the user's language
The order number (Amazon US orders usually start with "1XX-")
25
What should you do when a customer asks about a recall? (Not confirm where the customer purchased the product)
Select one answer
Please visit our recall website【https://www.baseus.com/pages/recall_select_BS-30KP365】 to confirm whether your product is affected in the recall. If your product meets the recall conditions, please stop using the product immediately and fill in the application information so that we can process it for you as soon as possible.
In order to help you better, kindly assist in providing the following information: 1, Provide proof of purchase (including purchase platform, order number, purchase date, product model, order amount). 2, A photo of the recalled portable charger showing the model number and serial number (SN), which are printed on the bottom of the device.
26
The user is from Brazil, but he purchased the product in the United States, what should you do?
After confirming that the user's product is within the recall range, upgrade
Regarding Portable Chargers sold in other regions (batches with SN numbers ending with Arabic numerals or the letter "D"), we are in close communication with local government regulators in various markets. Please refer to local official announcements for details.
27
The user is from Brazil, but he purchased the product in the Israel, what should you do?
Select one answer
Regarding Portable Chargers sold in other regions (batches with SN numbers ending with Arabic numerals or the letter "D"), we are in close communication with local government regulators in various markets. Please refer to local official announcements for details.
After confirming that the user's product is within the recall range, upgrade
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