Change Address
Customers wanting to change their personal details is a common request for telecommunications. Therefore, having the ability to change personal details 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.
Change Personal Details Flow
For changing personal details, you can either provide the customer with step by step instructions on how they can change their personal details in a MyAccount area or you can change the details for them through the conversation.
If you provide step by step instructions, it’s best practice to include GIFs and images directing the customer along with descriptive text.
If the preference is to change the details within the conversation , 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…
You will then need to confirm what details need to be changed and use an API call to make the necessary amendment to their plan. If successful, provide them with confirmation but if it’s failed, explain the reason why and try to re-submit.
If failure happens too many times, escalate to an agent to ensure the change required is made manually.
Design
This is a typical design for a change personal details flow within a bot:
