Fee Queries

Customers often have queries and concerns regarding fees or charges associated with their financial accounts. Implementing a fee query flow within a finance bot can significantly streamline the process and enhance customer satisfaction. This flow allows users to submit their fee-related queries directly within the conversation, eliminating the need to navigate website FAQs, visit a 'MyAccount' page, or engage with a live agent.

Fee Queries Flow

When incorporating a fee query flow in your finance bot, it is essential to follow best practices. To initiate the process, the bot should prompt the user to provide relevant information, such as their account details and transaction ID, to identify the specific fees or charges in question accurately. Once the necessary information is provided, the bot can seamlessly check the user's account and retrieve details about the fees or charges.

If the user has follow-up questions or additional concerns, the bot should be equipped to provide further information or facilitate a connection to a live agent for personalised assistance.

By implementing this fee query flow, customer concerns can be efficiently addressed, and they get transparent information about fees or charges within the bot platform. This not only improves the overall customer experience but also reduces friction by keeping the conversation contained and resolving queries effectively.

Design

This is a typical design for a fee queries flow within a bot: