Billing Inquiry
The Billing Inquiry Microjourney™ in Pega Customer Service™ for Communications enables customer service representatives (CSRs) to quickly handle billing inquiry calls by aggregating key billing information into a single intuitive view.
This use case helps reduce call handle time because a CSR can answer a customer's questions efficiently without having to refer to several different sources of information.
The Billing Inquiry Microjourney is intended specifically for call center CSRs who handle dozens of billing-related calls per day.
This use case helps reduce call handle time because a CSR can answer a customer's questions efficiently without having to refer to several different sources of information.
The Billing Inquiry Microjourney is intended specifically for call center CSRs who handle dozens of billing-related calls per day.
The Billing Inquiry Microjourney is available in the assisted service channel.
Assisted service channel example: from the Interaction Portal, CSRs can perform all the tasks that customers need to manage their accounts.
Assisted service
Billing-related calls are the most common call type for communication companies. Within billing, customers may ask about many different topics such as prorated bills or taxes and fees. Pega makes handling billing inquiry calls easy for CSRs by putting all the information they need at their fingertips, including the ability to search and view current and previous bills.
- Dynamically generated personalized script.
- Column showing month-over-month difference.
- One-time charge indicators.
- Click to view a different bill period.
- Search multiple PDF bills.
App Studio provides personas, stages and steps, and data objects in one window.
Personas
Personas help you to group users according to the cases they work on, the channels they can access, and the responsibilities they have within a process.
Stages and Steps
Stages and steps show the visual path of the business process. The image below details the stages and steps of this particular Microjourney.
Data Objects
Data objects organize and store data that your Microjourney requires. These categories of data have fields, field mappings, and connections to data sources.
Persona in this Microjourney.
Customer service representative
The contact center representative who helps customers who call with questions about their bills.
Stages and Steps
This Microjourney includes the following stages.
Implementation team members and developers can easily view and modify the billing inquiry process in App Studio. Key personas and data sources are also tracked on the same page, making it easy to see what is going on.
- Bill compare: main billing comparison view used to answer questions and send notifications.
Personas
- CSR: walks customers though their bill to help them understand things such as a prorated bill or taxes & fees.
Data Objects/Models
- Billing information: typically sources data from the company's billing system.
- Product and services information: typically sources data from multiple sources that contain a customer’s products and services.
Additional Information
See this article for more information about implementing the Billing Inquiry Microjourney.
