Types of Help
While the verification process is very streamlined and efficient for the vast majority of consumers getting verified, inevitably some folks will run into issues. Those issues tend to be one of the following:
- Unclear of eligibility requirements for the offer
- Uncertain why their document was rejected
- Never received the expected email
- Technical issues
- Got verified, but having trouble redeeming or using the offer
The starting point for all consumer verification support is our consumer help center. The type of help provided includes:
Ability to self-trigger the latest email notifier. This greatly helps someone who misplaced their reward code, or forgets what was wrong with document they submitted, or who simply wants to jump back in to a verification already in progress.
Direct links to the brand’s help site. We show the path forward for questions un-related to the verification.
FAQ content, with concise answers. When the community is known, only FAQ content relevant to that community is shown to the consumer.
NOTE: all verification forms and emails link to the consumer help center, so it's easy for your customers to find it. When clicking from a form or email, the URL includes the programID; the help center is smart about showing FAQ content that is relevant to the specific community.
Verification Support Team
If a consumer is unable to resolve their issue through self-help, they can submit a help request to SheerID's verification support team through the consumer help center. We staff that support queue 24/7/365 and 100% of help requests will receive a personalized response.
Your Support Team
We recommend you train your internal teams on your offer, so everyone is prepared when customer service issues arise. Read our best practices guide.
Sometimes SheerID's consumer support team will deeply partner with your own support team, so your team can handle the basic level of inbound questions (ie tier 1 support). In these cases, we help you set up your support team with access to our customer service search tool in MySheerID.