Discount or promotion
Customers looking for discounts and promotions are available to them 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 and providing personalised offers rather than sending the customer to search the website or having to speak to an agent.
Discount/Promotion Flow
For customers looking for discounts or promotions, brands can provide them with offers that are currently available for all customers and then provide them with options of viewing their personalised offers if they are available.
If customers want to view their personalised offers, 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, an API call will need to be made to retrieve the personalised offers for the customer for them to select or to decide they don’t want to proceed with any current offers available to them. If any offer is selected, another API call will need to be made to apply the discount or offer onto the customer’s plan.
Design
This is a typical design for a discount/promotion flow within a bot:
