Customer requires assistance to make the payments

Process Name

Issue: Customer requires assistance to make the payments - does not know how to make the payment

Owner

PE - CS Team

Frequency

Escalate to:

1. PE since the customer might miss the ELC KPIs or might accumulate an outstanding above 20k. 

SLA 

First response time: Under 1 hr

Resolution time: Under 24 hours

Category: Remittance/Payment Related  

Possible reasons: 

1. Customer is new and wants to reconfirm on how to make the  payments

2. Customer needs help step by step 

How to tackle this? (Identify cause of the issue): 

1. Find out at what step the customer is finding it difficult to proceed. 

Provide Solution: 

1. Send the How to make payment via Flutterwave and Via app to customer 

2. Take the customer step by step via calls or whatsapp chat to help them make their payment 

3. Confirm with customers if they can ask their Moove buddy or would want to visit our office if they can’t understand it on the phone.