Call Сenter Functionality
This section describes the functionality of the Call Center
Registration in the Loyalty Program | You can register the Customer in the Loyalty Program via Call Center.
Registration can be carried out with the verification of the phone number when the Customer must dictate the verification code to the operator, or without verification of the phone number. |
Customer search | In the Call Center, it is possible to find any LP Member by various attributes. For example, by phone number, card number, by personal data, and other attributes of the LP Member. |
Viewing information about the LP Member | It is possible to view main information about the LP Member in customer records:
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Editing personal information about the LP Member | In the Call Center, it is possible to edit the personal data of any LP Member upon his/her request. The list of questions of the application form, the answers to which can be edited, is configured in the Application form designer. |
Change of the status of the LP Member | If the status system is used in the Loyalty Program, it is possible to change the statuses of the LP Members in the Call Center manually. Using Call Center, you can upgrade or downgrade the Member's status, as well as assign a new status within another status system. You can manually upgrade the status of the LP Member, for example, if the Member won the upgrade in a special drawing or competition of the LP Partner. You can downgrade the status, for example, if the Member has violated the rules of the Loyalty Program. |
Viewing the purchase history of the LP Member | 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 where they were made, and also by Loyalty Programs. A Member's specific purchase can be found by the receipt number. |
Viewing the user history of the LP Member | 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 the number of the bonus card. |
Viewing and editing favorite products of the LP Member | If the Favorite products offer is active in the Loyalty Program, it is possible to view and edit favorite products of the LP Member. When viewing favorite products, you can see the number of the Member's products, the names of favorite products in the Call Center. At the request of the LP Member, the Call Center operator can change his/her favorite products. |
Viewing messages of the 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 filters by date and status (for example, Delivered, Sent, etc.). |
Viewing actions of the LP Member | In the Call Center, it is possible to view the actions which were performed with personal data, cards, accounts of the LP Member in the Loyalty Program. |
Blocking/unblocking bonus card of the LP Member | 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 an account of the LP Member | Through the Call Center, it is possible to block and unblock the account of the LP Member. After blocking the account of the LP Member, it will be impossible to conduct operations with any of the member's cards. Blocking of the account may be required if fraudulent actions with the bonus account of the LP Member and/or violations of the rules of the Loyalty Program by the Member are identified. |
Change of phone number and email address of the LP Member | Through the Call Center, it is possible to change the phone number and email address of the LP Member. To change contact details of the LP Member, the operator of the Call Center must identify the Member. There are two methods for identification of the LP Member:
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Changing the category of the LP Member card | In the Call Center, it is possible to change the categories of the LP Member's bonus cards. Example |
Sending a password to an LP Member | In the Call Center, it is possible to send the Member a password from the Personal Account of the Loyalty Program. The password can be sent via SMS or email to the Member. For example, this function can be used when the LP Member has forgotten his/her password and asks the Call Center to reset the new password. |
Replacement of the LP Member card | In the Call Center, it is possible to replace the old physical card of the LP Member with a new one, for example, if the LP Member has lost the old card. When the 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, as well as to identify the LP Member. |
Removing and restoring the LP Member card | Through the Call Center, it is possible to delete and recover the deleted bonus card of the LP Member. 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 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 the 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 the LP Members. After merging the accounts, Members will have a common bonus account and will be able to jointly save and spend bonus points. Also, these Members will have a common purchase history. It is not possible to split the merged accounts. The maximum number of Members whose accounts can be merged under one is set in configurations. |
Managing subscriptions of the LP Member | The Call Center has the ability to manage the subscriptions of the LP Member, i.e. configure which mailings and through which communication channels the Member will receive. By default, after registering a Member in the Loyalty Program, the Member receives all types of mailings through all possible communication channels. |
Removal of a Member from the Loyalty Program | Through the CallCenter, it is possible to remove him/her from the Loyalty Program at the initiative of the Member. In this case, it is possible, according to the Member, to indicate the reason for his/her refusal to participate in the Loyalty Program. After removal from the Loyalty Program, all data of the LP Member, as well as his/her identifiers will be deleted from the system. |
End call | After the Customer's question 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. |