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 about a product or service and increases customer trust in your brand. Happy customers are more likely to buy from you again or recommend your product or service to other customers. Poor customer service can result in customers who are unlikely to purchase from you and might tell other prospective customers, often on social media, about their dissatisfaction, which leads to bad outcomes for your business. In this scenario, you see some examples of good customer service outcomes across various interaction points with U+Comm’s favorite customer, Sara Connor.

Sara has recently purchased a summer home in Maine and is eagerly looking forward to spending a long summer living there. Of the many things that Sara needs to set up in her new home is internet service. Sara prefers to use self-service channels first, so she goes to the U+Comm website and looks at the various plans.  Sara picks the plan that makes the most sense for her and clicks the Schedule Appointment link. Sara completes the Schedule Appointment service case, and on the specified date, the technician comes out, and her new home internet is ready to go.

In this example, Sara runs both the new account and schedule appointment service cases directly on the U+Comm website. She does not need an agent to fulfill the tasks she needed, and she can actually run the same service cases that an agent performs if a customer calls in.

After a great summer, Sara is getting ready to head back to the city. Sara receives a monthly payment reminder in her email and decides that she does not want to pay for internet service that she will not use while she is away. Sara goes to the U+Comm website and looks for a way to pause her service. Sara decides to click the Need Help icon to start a chat session because she cannot find an obvious choice.

Sara says that she wants to pause her service. The web chatbot processes that text and starts a pause service case. Sara then completes the pause service case, and successfully places her service on hold for the winter.

In this example, Sara interacts with a web chatbot to complete her customer service request without requiring the help of an agent.

As ski season approaches, Sara decides to use her house on the weekends to ski. She remembers that she paused the internet service and is certainly going to need that while she is at the house. Sara goes to the U+Comm website to see if she can temporarily enable service. She cannot find a clear way to resume her service, so she starts a chat session. Unfortunately, the web chatbot cannot handle this request, so the request is escalated to Smith, an agent with U+Comm. Smith can see Sara’s existing chat session with the web chatbot to gain context of Sara’s conversation.  Therefore, he can get right to Sara’s issue. Sara asks to resume her service for weekends only and has questions about how much the service costs and when she can see the cost in her bill. Smith suggests to Sara that while a U+Comm does not have a weekends-only plan, he can discuss the benefit of having the service year-round. Sara thinks about it and decides to  keep her current service plan because she might use the house more. Smith does let Sara know that if she wants to pause and resume her service in the future, she can do that on her own. Sara is very interested in this feature, and Smith starts a co-browse session to show Sara where to pause and resume service the next time she wants to do it herself.

The key to Sara’s happiness with U+Comm’s customer service is that she could meet her needs as quickly as possible. She engaged with U+Comm through self-service or assisted-service channels in a quick and timely manner. When Sara finally needed to talk to an agent, Smith had all the information about her previous interactions and the current interaction. As a result, Smith could focus on providing great customer service by not having Sara repeat much information. This outcome is the power of Pega Customer Service™. Empower users to work through issues on their own. When customers need an agent, empower the agent with all the information necessary to handle a customer request quickly and with high satisfaction.