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.

The Pega Customer Service™ application uses the low-code Pega Platform™ for workflow automation and AI-powered decisioning to provide a seamless customer experience across all interaction channels.

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 Connor, a long-time U+Comms customer, is moving to her countryside house for a few weeks. She wants to ensure her cable and internet services are available when she arrives. Sara decides to go online and submit a service request through the service portal.

The process is clear and straightforward. While Sara is impressed with how simple the user experience is so far, she gets to the installation question, where she receives a choice between doing it herself for free or paying USD 75. She feels confused because her friend had recently made the same move with U+Comms and told her the installation was free.

Sara abandons the self-service process and leaves the Case halfway completed. A couple of days later, she calls the U+Comms contact center to inquire about the USD 75 installation fee. John Rourke, a CSR at U+Comms, picks up the incoming call.

"Hello Sara, thank you for calling U+Communications. My name is John Rourke. I see you started a request to move your services to a new address. Is this what you're calling about?"

Let's pause here for a second. U+ Comms uses the Pega Customer Service application. As soon as Sara connected with the interactive voice response (IVR), the application looked her up and determined that she had already started the move service Case in the web self-service portal. Based on that information, the application suggests to John to resume the Case.
"Thanks, John. Yes, I've got questions about moving my services to my new address."

"Sure, I can help you with that."

"I assume you still want to complete the move with the new service address that you provided on the request."

"That's right."

"OK, Sara, professional installation is available for USD 75. Would you like me to set that up for you?"

"Yes, I want the service, but I don't understand why it'll cost me USD 75. My friend just moved his services to the same neighborhood and got it for free."

Let's take another pause. The Pega Customer Service application's Process AI made a real-time decision to waive the installation fee for Sara's friend while he was filling out the service request in the self-service portal. The adaptive model recognized him as a frequent caller, and by proactively offering the fee waiver, it effectively reduced the workload for CSRs. In contrast, Process AI did not automatically waive the fee for Sara as she is in the lower-tier segment of customers, and servicing costs for these types of customers are high.

However, The Pega Customer Service application also uses Voice AI to actively listen to the conversation between John and Sara, identifying the parties involved and understanding the context of their discussion. Based on that, the Pega Customer Decision Hub™ instantly suggests a service upgrade which John can offer to Sara.

"Sara, I'm afraid the plan you're currently on doesn't allow me to waive the installation fee for you. However, we have a special offer that provides a 25% lifetime discount on our fiber optic 1000 Mbps plan. This plan is significantly faster, has no data caps and costs just $10 more than your current plan, with the added advantage of free installation. Are you interested in that?"

"To be honest I wasn't thinking about upgrading my plan, but now that you mention it, I'll have some new roommates at the new location, and they're big online gamers, so upgrading may be a good idea. Can you tell me more about the offer?"

"Sure. Let's go through the offer details."

Sara likes the offer and accepts it. Afterwards, John verifies the information Sara provided in the self-service request and submits her original move service request.

"John, I have some questions on what I need to prepare before the installation. Anything I need to take note of?"

Now, the Pega Customer Service application suggests a knowledgebase article to John, enabling him to answer Sara's question quickly.

"Good question. There are actually a few things that you should know. The new service address must have electricity, and you or any adult must be at the service address to oversee and acknowledge the work done. And was there anything else I can do for you, Sara?"

"That's all. Thank you very much."

John has completed all the tasks and is now looking at the interaction wrap up, where he instantly sees a log of all the work he performed for Sara.

Thanks to the Center-out™ architecture of Pega Platform, Sara was able to continue her service request exactly where she left off in the self-service portal. During this short interaction, the CSR quickly provided Sara with the right information, offered her a personalized service plan, and waived the installation fee for her. A ton of work completed on Sara's behalf in just a few minutes. And because all of this is automatically displayed in the interaction wrap up, John does not have to spend time after the call to write up the work.