Cancellation

Even though brands want to keep customers, it is still important to provide a great experience when a customer wants to cancel as it is a common request for telecommunications. Therefore, having the ability to automate this process in any bot will reduce friction by keeping information in the conversation rather than sending the customer to website forms, tools or having to speak to an agent.

Cancellation Flow

For customers wanting to cancel their plan, it’s best practice to gain customer authentication or verify the customer details before changing anything on their plan. Some of these verification methods could include the following:

• Plan reference
• First and Last name
• Email Address 
• Telephone number
• + more…

Once the customer has been verified, it’s important to understand the reason they want to cancel so they can either be provided with an alternative that might help their situation or give a brand vital feedback for new and existing customers.

If the customer is presented with different options in an attempt to retain them, an API call will be needed to obtain what options are available to them to be presented back in the conversation.

If the customer still requires a cancellation, an API call will need to be made to submit the cancellation request and confirmation will need to be provided. Some additional information about charges might also need to be provided either before the cancellation is submitted or after to make sure the customer has their expectations set if they receive any future bills or notifications.

Design

This is a typical design for a cancellation flow within a bot: