Contents
1. Description
This procedure will outline how to use Next Best Action (NBA) in Zendesk to apply an offer to a customer’s account.
Important: The NBA tab in Zendesk will only be visible to those who have NBA access enabled.
2. Rules
Present NBA offers only
Only present the offers seen in Zendesk NBA.
Collections restrictions
Customers cannot receive an NBA offer if they are on a reduced service package.
No offer stacking
You are unable to combine package offers, however you can stack equipment and installation offers if presented in NBA.
CORE integration
NBA offers will need to be applied through CORE using change options.
Important: Remember packaging rules when discussing NBA offers and impacts (i.e. Platinum 2024 vs Foxtel Plus 2024) to ensure the customer is aware of impacts in any offers that may require a structure change.
3. Procedure
Enter discover information
- Navigate to the Actions tab, then select NBA.
- Under Which product is the customer waning to disconnect?, select the product from the dropdown list.
- Under What is the reason for disconnecting?, select the customer’s reason from the dropdown list. Then, click Next.
2. Apply an offer
- Two tabs will display at the top of the page: TV Offers and BB Offers. Select the relevant tab depending on if the customer’s disconnection relates to TV or Broadband.
- Under Package, two options will display: Current P&P (the customer’s current package offers) and In Market (available offers for the Foxtel Plus 2024 pricing and packaging).
- Under Price Break, Add Ons and Box / Install / Move Home, additional offer options will be available in dropdown lists.
- Once the customer has accepted an offer, select Accept at the bottom-right of the screen.
- Accepted offers will appear in the Cart, which you can access by clicking the blue Cart button in the top-right corner.
- If you need to remove an offer, click Cart, then click Remove.
3. Complete the NBA process
The final screen will ask you to confirm the products discussed in the disconnection process, the reason for disconnection and the outcome. Under NBA TV Case or NBA BB Case (depending on the product), select an option from the dropdown:
- Save: If you save the customer, select Save.
- No Save: If you do not save the customer, select No Save.
- Not Presented: If you could not present an offer to the customer, select Not Presented. Then, under the Not Presented dropdown, select one of the following options: Dirty traffic, Transferred, No offer needed or Change of account holder.
End of procedure.
Top