Customer Service for Communications Microjourneys
These Microjourneys™ provide seamless workflows and a modern user experience for customer service representatives (CSRs) and customers, improving efficiency and customer satisfaction.
Featured Microjourneys
CUSTOMER SERVICE FOR COMMUNICATIONS
Guided Internet Setup
This use case helps reduce the number of long, complex calls to the call center and increases customer satisfaction by creating a frictionless mobile experience.
Overview | Configuration
CUSTOMER SERVICE FOR COMMUNICATIONS
Billing Inquiry
Provides a view of most recent two bills and the differences between them by line item. Includes dynamically generated scripting at the top that summarizes the difference.
Overview | Configuration
CUSTOMER SERVICE FOR COMMUNICATIONS
Add Mobile Device and Plan
Customer service representatives (CSRs) can quickly add a new mobile device and plan for customers by showing only compatible add-ons and accessories based on the product selected.
Overview | Configuration
Additional Microjourneys
Check Internet Equipment
Step-by-step process to evaluate internet equipment in a mobile web app.
Guided Troubleshooting
Help customers troubleshoot and diagnose common product issues using a guided, step-by-step flow.
Upgrade device
Upgrade customer’s mobile device. Includes steps for trade-in device, payment options, insurance, and get accessories.
Pause service
Pause customer’s service by selecting pause start date and resume date.
Move service
Move a customer's service on the specified date based on availability at the new address.
Customer Acquisition
Present bundles as suggested by Pega Marketing and allow CSR to negotiate with prospects to acquire them.
Proactive fee waive
Predictive, proactive fee waiver offers to online customers to reduce calls to call center.
Make payment
Helps customers make a payment for one or more accounts.
Address Change
Change the billing address of the Customer and notify the customer when the address change is resolved.