Dispute Payment
Customers with concerns regarding payment disputes are a significant factor within Finance. Therefore, incorporating a payment disputes component into a finance bot is vital to minimise friction by keeping the conversation contained and providing efficient resolutions. This eliminates the need for customers to navigate through website FAQs, access a 'MyAccount' page, or engage with a live agent.
Payment Disputes Flow
When integrating a payment disputes flow within your bot, it is considered best practice to prioritise customer authentication or verification before disclosing any specific details regarding the disputed payment. To achieve this, various verification methods can be employed, including:
- First and Last name
- Email Address
- Telephone number
- +more
Additionally, it is essential to have an API call available to retrieve the customer's payment details from a Customer Relationship Management (CRM) system. This allows the bot to provide relevant information back to the customer, such as:
- Viewing the payment details
- Accessing the payment history
- Obtaining a breakdown of charges related to the payment
- Providing specific charge details
- Notifying the customer about any changes in the payment status
To further enhance the payment disputes flow, it is recommended to incorporate frequently asked questions (FAQs) as statements or utilise KnowledgeAI within the conversation. These FAQs can be strategically positioned before or after the customer authentication or verification process, leading to efficient containment of the conversation and quick resolutions.
Furthermore, utilising custom events to measure resolution and abandonment rates is considered a best practice. These metrics provide valuable insights into the effectiveness of containment within the payment dispute flow, ensuring successful resolutions and confirming customer satisfaction. By implementing these guidelines and creating a robust payment dispute flow within the finance bot, financial institutions can provide a seamless and efficient experience for customers seeking payment dispute resolutions.
Dispute Payment Design
This is a typical design for a fee queries flow within a bot:
