Once your offer is launched, it’s important that your own internal teams are informed about the offer and are ready to help with consumer requests or issues. As with any new program, consumers may have questions or come up against unforeseen challenges for whatever reason, and you always want to be prepared to handle those questions and requests.
The SheerID consumer support team handles the majority of customer service issues related to our verification solutions. we’ve put together a list of customer service best practices to help set you up for success:
Train your team(s) on the program
Whoever will be handling consumer interactions, whether it’s your existing consumer support team or someone else, should be briefed on the details of the program and how verification works within that program. They should know what the offer is, who qualifies for it, and how verification works within the existing system (for example, how the offer is redeemed).
Prior to the program going live, it’s always a good idea to share screenshots of the process and/or provide a demo for the team so your reps can see and understand the user flow for all use cases, such as instant success, document review success, as well as document review rejection.
It's also very important for reps to understand what documents you’ve decided to accept as proof of eligibility, and what information needs to be provided on those documents.
Even though SheerID will handle the majority of verification-related inquiries, it's best for our clients' consumer support teams to have insight as well, so they are providing consumers with accurate information about the program you are hosting.
Create a workflow for requests
We’ve worked with hundreds of clients, and through the years, we have seen that the most successful programs often have a designated person or team on the client side to answer offer questions.
Common issues these support agents may see include:
- how the discount is applied to a purchase
- problems with the coupon code functionality
- account issues (for account linking rewards)
- questions about products included in the offer
- billing or payment questions
Those designated experts can use MySheerID to look up more information about a verification, and/or reach out to SheerID’s Product Support Team for escalated cases, such as more information on why someone was rejected. Those escalations should be forwarded to productsupport@sheerid.com.
Always be available and responsive
As is best practice in general customer service, the same applies when running these types of programs. SheerID recommends having someone covering phones, emails, and social media to monitor for questions from consumers who are trying to redeem the available offers. Quick and thorough responses will generate the best consumer experience for your patrons. The SheerID team is always available to help address any pain points discovered after launch and make any modifications per your request.
Open communications across departments
As these programs are often a collaboration between marketing, sales, and consumer support, it’s important that each of these departments communicates openly about information related to the program. If changes are made or common issues are arising, it’s important that all parties are in the loop to ensure your consumers receive a consistent, positive experience when shopping with you and redeeming your exclusive offer.