Call Center Functionality
This section describes the functionality of Call Center.
Registration in Loyalty Program | You can register a Customer in the Loyalty Program (LP) via Call Center.
Registration can be done with or without phone number verification when the Customer dictates the verification code to the operator. |
Customer search | LP Member database is easily searchable by various attributes, such as phone number, card number, application form data, and others. |
Viewing information about LP Member | It is possible to view main information about the LP Member in Customer profile:
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Editing LP Member's personal information | In the Call Center, it is possible to edit the personal information of any LP Member upon his/her request. The list of application form questions whose answers can be edited is configured in the Application Form Designer. |
Change LP Member's status | If a status system is used in the LP, it is possible to change the statuses of LP Members in the Call Center manually. Using Call Center, you can upgrade or downgrade LP Member status, as well as assign a new status within another status system. You can manually upgrade the status of an LP Member, for example, if the Member won the upgrade in a special raffle or competition. You can downgrade the status, for example, if the LP Member has violated the rules of the Loyalty Program. |
Viewing LP Member's purchase history | In the Call Center, you can view the Purchase history of the LP Member. The Purchase history displays confirmed operations, as well as incomplete and canceled operations. Purchases can be sorted by dates, points of sale, and by Loyalty Programs. A specific purchase can be found by the receipt number. |
Viewing LP Member's user history | In the Call Center, you can view the User history of the LP Member. The User history contains information about all confirmed operations on the LP Member's bonus cards. In the Call Center, the elements of the Member's User history can be sorted by date, as well as by bonus card number. |
Viewing and editing LP Member's favorite products | If a Favorite products offer is active in the Loyalty Program, it is possible to view and edit favorite products of an LP Member. When viewing an LP Member's favorite products, you can see the number and the names of favorite products, as well as their change history. At the request of an LP Member, the Call Center operator can change his/her favorite products. |
Viewing messages to LP Member | In the special section of the Call Center, you can view messages sent to the LP Member by various communication channels. The messages can be filtered by date and status (for example, Delivered, Sent, etc.). |
Viewing LP Member's action history | In the Call Center, it is possible to view the actions in the LP which were performed with personal data, cards, accounts of the LP Member. |
Blocking/unblocking LP Member's bonus card | Through the Call Center, it is possible to block and unblock the bonus card of the LP Member. The operator of the Call Center can specify the reason for blocking/unblocking the card according to the words of the LP Member (for example, loss or damage of the card, or conversely the card is found). A blocked card cannot be used for accrual and deduction of bonus points, as well as for the identification of the LP Member. |
Blocking/unblocking LP Member's account | Through the Call Center, it is possible to block and unblock the account of an LP Member. If an LP Member's account is blocked it is impossible to conduct operations with any of the member's cards. It may be necessary to block an LP Member's account in case of fraudulent actions and/or violations of LP rules. |
Changing LP Member's email and phone number | Through the Call Center, it is possible to change the phone number and email address of an LP Member. To change contact details of an LP Member, the operator of the Call Center must identify the Member. There are two methods for LP Member identification:
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Changing LP Member's card category | In the Call Center, it is possible to change the categories of an LP Member's bonus cards. Example |
Sending a password to an LP Member | In the Call Center, it is possible to send a new Personal Account password to an LP Member . The password can be sent via SMS or email . This function can be used when the LP Member has forgotten his/her password and asks the Call Center to reset it. |
Replacement of an LP Member card | In the Call Center, it is possible to replace the old physical card of an LP Member with a new one, for example, if the old card is lost. When a card is replaced, all data of the LP Member from the old card are transferred to the new one (card balance, history of operations, etc.). To replace a card, first, it must be blocked. The replaced card cannot be used for accrual and deduction of bonus points, or to identify the LP Member. |
Removing and restoring an LP Member card | Through the Call Center, it is possible to delete and recover an LP Member's bonus card. Bonus cards must be deleted if they are no longer to be used in the Loyalty Program. For example, if the LP Member is an employee of a point of sale, and the Member has bonus cards of two categories: Normal and Employee card. After the dismissal of the LP Member, it is possible to delete his/her card with the Employee card category through the Call Center. When the card is deleted, information about accumulated and deducted bonus points is also deleted. It is impossible to delete a physical bonus card if it is the only main card of the LP Member. The deleted bonus card can be restored. |
Linking a bonus card to an LP Member's account | Physical bonus cards can be linked to the Member's account through the Call Center. The linked card will be displayed in the list of LP Member bonus cards. A bonus card can be linked if the number of LP Member cards is less than the maximum possible. The maximum number of bonus cards that an LP Member can have is set in the configurations. |
Merging accounts of LP Members | In the Call Center, it is possible to merge the accounts of LP Members. After merging the accounts, LP Members will have a common bonus account and will be able to jointly save and spend bonus points. Also, these LP Members will have a common purchase history. It is not possible to split the merged accounts. The maximum number of LP Members whose accounts can be merged under one is set in configurations. |
Managing LP Member's subscriptions | The Call Center provides the ability to manage an LP Member's subscriptions, i.e. configure which mailings the LP Member will receive and through which communication channels. By default, after registering in a Loyalty Program, an LP Member receives all types of mailings through all possible communication channels. |
Removal of a Member from a Loyalty Program | In the Call Center, it is possible to remove an LP Member from a Loyalty Program at the LP Member's request. It is possible to indicate the reason why the LP Member decided to quit the LP. After removal from the LP, all data of the LP Member, as well as his/her identifiers are deleted from the system. |
End call | After the Customer's issue has been resolved, the call can be ended in the Call Center. In this case, it is possible to select the reason for the end of the call. At the same time, it is possible to close the ticket created in OTRS. The functionality of the call end in the Call Center is available when a special plugin is connected. |