Customer Care
You need to provide world-class customer support while managing the expense of delivering that support. The Elastic Path Subscriptions solution can automate many of these processes, enhancing customer satisfaction and loyalty while also increasing their lifetime value.
For everyday inquiries and transactions, a comprehensive suite of self-service tools allows customers to manage and update their own account information without burdening your support resources. To complement these capabilities, your CSRs can be provisioned with tools to view a customer’s history, answer any question, or handle any support issue.
To further streamline customer care and improve satisfaction, many routine communications are automated, including event notifications for payments received, failed billing, or an expiring credit card.
Customer Care Capabilities
- Customer Service Representative (CSR) portal to investigate and resolve customer issues
- Self-service tools to allow customers to manage their account information
- Automated communication for many common events across the subscriber lifecycle
- Record payments, issue service credits, and reprint invoices
- Configurable Dunning solution that is customizable for each customer
- Retry logic for credit cards
- Automated communication with customizable templates
- Rich Audit Log allows you to see all the past history of your customers
