payment agreement view
customers logging into the CWP see "past due" but then see the balance for the month paid when they are on a payment arrangement. i had to explain to the customer that they already paid the current charges and installment amount this month but the past due must be there b/c there is a balance overall. it would be nice if the customer can see current versus arrangement and keep track of where they are. the more the customer can sort out on the cwp, the less likely they are to call the office.
Candace
shared this idea
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Candace
commented
Not me saying yes this is what I need only to find out I'm the one that started the ask.... LOL
Honestly, whenever the customer and CSR can see the same amount of detail and data the less likely we are to get a phone call and the more easily the CSR can walk a customer through the inquiry and teach them how to self-serve. Transparency is of ineffable value.