Upgrade/Renew
Customers wanting to upgrade or renew their plan 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.
Upgrade/Renew Flow
For customers wanting to upgrade or renew their plan, you can either provide the customer with step by step instructions on how they can do this in a MyAccount area or 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 upgrade or renew a customer’s plan 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…
Once the customer has been verified, it’s best practice to ask for details of how much they want to spend on a plan and get a good idea of the customer’s circumstances to ensure the correct details are provided to the customer.
The customer will also need to confirm the upgrade they want or options need to be provided for the customer to choose what upgrades are available to them based on their current plan and their circumstances.
In both cases, an API call will need to be made to check what options the customer has on their account that can then be provided back for confirmation before an additional API call sends the confirmation back and makes the necessary updates.
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 upgrade or renew plan flow within a bot:
