Introducing Care Experience
Using Care Experience, you can completely transform the way customer support is delivered by providing digital omnichannel customer care with comprehensive industry-specific processes for both assisted and unassisted channels.
Through this application, you can enable customers to interact through the channel of their choice by providing prebuilt and integrated experiences for call center agents as well as unassisted channels such as digital assistants.
Core capabilities include:
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Intelligent 360 customer service: You can provide agents with smart, and context-aware customer 360 dashboards. The dashboards deliver personalized and guided experiences to efficiently and effectively resolve all types of customer inquiries.
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Industry-specific tasks: You can integrate different processes using TM Forum (TMF) Open APIs. The application enables agents and customers to resolve inquiries related to billing, ordering and subscription care.
As a customer service representative, here are some examples of your journeys.
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User Journey |
For more information |
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As a customer service representative, you receive a call from the customer and the screen displays the relevant dashboard to help resolve the customer inquiry.
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Dashboards > How You Navigate To Dashboards Dashboards > Billing Care Dashboard Dashboards > Customer 360 Dashboard Dashboards > Order Care Dashboard |
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You, as a customer service representative, can view Payment and Bill history to address customer's inquiries on billing and payment. Both the searching and filtering capabilities enable you to retrieve relevant information related to the customer's query. |
Payments > View Payments History and Allocate Payments |
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The customer inquires about the current usage to make the payment. You can view unbilled usage and generate a new bill for this period. |
Payments > Capture Payments |
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Agent views a specific bill, views account, and service level charges to address customers inquiry about reasons for the high bill. You can compare bills from multiple periods showing an increase or decrease in amount across those selected bills. |
Bill Details > Compare Bills |
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A customer wants to pay a bill, you can search for the relevant bill and take payment. |
Payments > Capture Payments |
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The customer has an outstanding bill due but has made the payment. You can allocate payments across multiple bills. |
Payments > View Payments History and Allocate Payments |
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The customer has an issue with dropped calls or is charged for download that didn't happen. You can create an adjustment request. |
Bill Adjustments and Disputes > Manage Bill Events Adjustment Requests Bill Adjustments and Disputes > Manage Bill Item Adjustment Requests Bill Adjustments and Disputes > Manage Bill Total Adjustment Requests |
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The customer raises a dispute and you can then initiate the dispute. You can create dispute on the total bill, bill charge, and bill events. |
Bill Adjustments and Disputes > Dispute Bills |
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The customer asks for assistance to update contact and profile information. You can view and edit information on the relationships between the customer and other parties. This information is displayed on the contact details page that you can access from the landing page. |
Contacts > Agent Assisted Contacts Management |
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The customer asks for assistance to suspend, resume, or suspend a subscription. You can perform these actions on behalf of the customer and at the same time explain any applicable early termination fees. |
Subscription Care > Agent Assisted Subscription Care |
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The customer asks for assistance to cancel an in-flight order. You can cancel the order from the order summary tile or from the order details view. |
Orders > View and Manage Orders |
As a customer service manager, you can perform all the tasks associated with a customer service representative. Additionally, you can review and approve, reject, or edit adjustment requests above the agent threshold level. For more information see Bill Adjustments and Disputes.