Change Name
Implementing a bot that can handle name change requests on bookings brings numerous advantages. It reduces friction and improves the overall customer experience by eliminating the need for customers to navigate through FAQs or speak to agents. It also saves time for both customers and the company. With a bot, customers can quickly and easily resolve their queries, ensuring accuracy and consistency in the information provided. Additionally, empowering customers with self-service capabilities enhances satisfaction. It frees up customer support resources for more complex issues, ultimately leading to a seamless and efficient experience for all parties involved.
The flow typically commences when a customer expresses their intention to change the name on the booking. The bot prompts the customer to provide relevant information, such as:
- Booking reference
- Current name on the booking
- Correct name
Authentication and verification are essential before providing information or making any changes. API calls may be required to retrieve or submit information.
Including frequently asked questions and step-by-step instructions with GIFs or images can improve the flow. Custom events can be used to measure success metrics.
This is a typical design for a change name flow within a bot:
