Switch providers
Customers wanting to switch providers is a driver for telecommunications. Therefore, having a switch provider component to 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.
Switch Providers Flow
When providing a provider switch component within your bot, it’s best practice to gain customer authentication or verify the customer details before providing any details about their plan or switching details. Some of these verification methods could include the following:
- Plan reference
- First and Last name
- Email Address
- Telephone number
- + more…
You will also need to have an API call available to submit the switch confirmation and then provide confirmation of any details required following the switch and how customers can get updates. If it wasn’t successful, then provide details of why.
Alternatively, customers can be provided with step by step instructions on how they can obtain the PAC themselves by using GIFs or images along with descriptive text.
Design
This is a typical design for a switch providers flow within a bot:
