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Customer service business scenario


Customer Service focuses on getting customer questions answered, requests fulfilled, or issues addressed. Good customer service helps your organization deliver on the promises that your Sales and Marketing teams make concerning a product or service, increasing customer trust in your brand. Happy customers are more likely to buy from you again or recommend your product or service to other customers.  Bad customer service results in customers that are unlikely to purchase from you and will tell other prospective customers, often on social media, about their dissatisfaction, leading to bad outcomes for your business.
In this scenario, you will see some examples of good customer service outcomes across a variety of interaction points with U+Bank’s favorite customer, Sara Connor.



Sara Connor is planning a trip to Italy, and she wants to understand what the foreign transaction fees are at her bank, U+Bank. Sara starts by doing a Google search for “U+Bank foreign transaction fees.”
Google directs Sara to a page detailing the transaction fees on the cards that U+Bank carries. However, besides the small print that Sara does not see, the page does not explain the foreign transaction fees. Sara clicks the Need Help? link on the page, and that link takes her to a U+bank card Self-Service Advisor. Sara can use the Self-Service Advisor to find the answer on her own before contacting U+Bank. Sara opens the Self-Service Advisor and goes to the “Fees and Conditions” category.

In the Self-Service Advisor display, Sara sees an article from U+Bank's knowledge base explaining that there is a one percent finance charge associated with foreign transactions.
On the same web page, Sara also sees an offer for a new Platinum card that would eliminate the foreign transaction fee.  Sara is unsure about some of the details of the offer, so she decides to chat with a representative from the Self-Service Advisor.

Logan, a customer service representative, answers Sara's chat request. Logan reviews the details of the Platinum card offer with Sara, and Sara decides to get the Platinum card. Logan confirms the card application and tells Sara that if she wishes to add someone to the account at a later date, she can do so by using the self-service application.  
In addition to planning a trip to Italy, Sara bought a new house last week. She tells Logan she also needs to update her address with U+Bank. Logan replies “Oh — you can do that yourself on the self-service site.” 

Sara tells Logan that she has never logged into the U+ self-service site before.  Logan determines that a co-browsing session is the best way to show Sara how she can update her address, and asks Sara if that is okay.

Sara accepts the co-browsing session, and once Logan can see Sara’s screen, Logan shows her that she can change her address by using either the Self-Service Advisor or by using the more comprehensive web self-service support page.

By showing Sara how to use the U+Bank’s self-service options, Logan and the other customer service representatives now have more time to spend with customers on the issues that the customer cannot resolve on their own. This higher value interaction results in a better quality experience for the customer and U+Bank customer service staff.

After receiving her new Platinum card, Sara goes on vacation. While traveling through the Italian countryside, Sara discovers that she has lost her card! She thinks she may have dropped it after paying for a vineyard tour in Tuscany, but she isn’t sure and is now 100 kilometers from that location.

As soon as Sara returns to the hotel, she logs onto the U+Bank site and starts a chat. Sensing the urgency, the chat session responds with an immediate chat queue assignment to Carol.
Carol sees that Sara is reporting a lost card, and quickly engages her in a chat conversation. Sara indicates to make sure that she is not liable for any fraudulent charges. Carol confirms that Sara is not responsible for fraudulent charges by reviewing U+Bank’s lost or stolen card policy (through embedded knowledge that she can message out to Sara) to help ease Sara's concerns. Carol provides directions to the U+Bank branch in Rome, where Sara can pick up the temporary replacement card.

Sara goes to the U+Bank branch in Rome to pick up her card. Sara is greeted by Mario, who knows exactly why Sara is at the branch. Using his iPad, Mario sees that Sara has an open request for a card replacement.  Mario continues the conversation in person that Sara started with Carol on the phone. Mario verifies Sara's identity with a photo ID and captures a signature on his tablet. Mario then gives Sara an envelope with her new card, wishing her a good stay in the country and thanking her for being a Platinum card customer.

With her new Platinum card now safely in her bag, Sarah continues her tour of Italy, worry-free, and ecstatic about the level of service she received from U+Bank’s customer service team. Sarah tells everyone she encounters during her tour stops about the fantastic service she received from U+Bank.

While waiting for her flight home and still thrilled with her overall customer service experience, Sara posts about her trip to Italy on the U+Bank’s Facebook page. Sara also tweets @uplusbank: “Thank you for saving my vacation! Can I get double points for that great meal in Florence last night? #greatcustomerservice #papperdelleforever.” Pega Customer Service harvests that tweet, and Sean, a customer service agent, responds: “@sara_connor Yes! In fact, you earn double platinum points at ALL restaurants! #wishwewerethere”

The key to Sara’s happiness with the customer service from U+Bank was the omni-channel experience she experienced. Sara was able to get support via the channels of her choice, whether it was the phone, chat, or social media. Most importantly, Sara’s customer service experience across channels was seamless. Each agent at U+Bank saw every interaction with Sara, and because Pega Customer Service manages the entire interaction, each agent was free to do what they do best: Provide an awesome customer experience.

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