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Billing Inquiry Microjourney

Updated on January 8, 2022

The Billing Inquiry Microjourney™ is about helping communications companies save money by efficiently handling their most common call type. Quick resolution of calls also helps clients meet their AHT targets and improve NPS.

Pega Customer Service for Communications Product Overview

The Billing Inquiry case allows a CSR to easily explain bill increases, proration charges, taxes and fees, and search a customer’s previous bills for a term or dollar amount that is related to the customer inquiry. The case was designed to have all relevant billing information on a single screen so that the CSR does not have to go to multiple locations to get a comprehensive understanding of a customer’s billing history. The interface was also designed to minimize the number of clicks a CSR needs to perform the most common tasks.

The following figure shows the Billing Inquiry workflow in the Interaction Portal:

Billing inquiry workflow example in the Interaction Portal
Billing inquiry workflow example in the Interaction Portal

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