To ensure a seamless experience for both your brand and your consumers, it's critical to establish an efficient workflow for handling verification programs. Below are SheerID's recommended best practices for support teams.
Team awareness and general knowledge
Documentation. Your customer support team should extensively review and document the verification program and support process.
Comprehensive training. The entire support team should be aware of the SheerID verification program, including:
- How to submit verification requests
- Eligibility guidelines
- Person limits
- How many times in a given time period can one individual receive the offer
- How to unblock users who hit person limits
- Addressing common offer redemption issues related to the program
Subject Matter Experts (SMEs). Designate a small group of specialized agents with in-depth knowledge of the MySheerID Search Tool. These SMEs should be capable of navigating the system, troubleshooting issues, and supporting other team members when needed.
Establish clear escalation paths
- Define escalation protocols for unresolved issues or those requiring deeper technical assistance
- Determine when and how SMEs can assist and the process for internal escalation
- See Support escalation workflow for information on how to communicate questions regarding specific verifications to SheerID
- Ensure SMEs or dedicated teams are available to handle escalations promptly and with minimal friction for the consumer
Managing coupon code-based programs
Agent training. Train support agents to understand the following key points:
- Role of SheerID. Once a consumer has been approved for the offer, SheerID has no role in managing coupon codes or resolving code-related issues.
- Code issues are brand-owned. SheerID cannot access your systems where codes are managed and applied. Therefore, agents must redirect all code-related issues (e.g. expired codes, invalid codes, or codes not applying to specific products) to the established internal escalation path.
Internal code management. Ensure internal teams have a process to:
- Verify code validity
- Reissue or replace invalid or expired codes when necessary
- Support consumers promptly in applying codes or answering questions regarding eligible products for the codes
Account-linking programs
CRM familiarity. Train support teams to effectively utilize your brand's internal CRM (Custom Relationships Management) to check verification details, in addition to usage of the MySheerID Search. Key skills include:
- Confirming the consumer's approval status and which account it has been applied to
- Troubleshooting consumer concerns (e.g. offers/discounts not applied post approval)
Manual adjustments. Support agents should be prepared to:
- Manually apply the offer or discount to an account when the consumer encounters issues after approval by SheerID
- Transfer discounts between accounts as necessary, especially in cases of account changes or errors, or multiple accounts belonging to a single user
For any particular program, SheerID can only allow a set amount of approvals as chosen by the brand. Brands should refrain from referring consumers who have hit person limits to SheerID for assistance, as we cannot grant exceptions to set rules. Instead, brands should establish and follow an internal process for handling consumers who are not eligible for additional approvals at the time of their support request.
Proactive communication with consumers
- Provide step-by-step instructions for common troubleshooting scenarios, such as code redemption issues or account-linking errors
- Program FAQs
- Knowledge Base Articles
By empowering your support team with the right tools, training, and processes, you can ensure a smooth workflow for handling verification programs. Centralizing expertise, leveraging internal systems, and setting clear expectations will reduce friction and enhance consumer satisfaction.