Not every service engagement is with a known customer. CSRs have interactions with new and unknown customers, or deal with a simple question being asked that doesn’t warrant creating a new customer record. Pega supports the ability to create interactions for anonymous users, if required, as well as supporting the ability to authenticate and validate known customers and to recognize customers with a business affiliation. Pega Customer Service makes it easy for CSRs to provide high-quality service for all these scenarios.
|Customer verification (*illustrated in the figure after this table)||•|
|Customer identifiers (phone, email, messaging, social handles, and more)||•|
|B2B, B2B2X, and child interactions||•|
|Contact types and roles, for example, customer, representative, business owner||•|
The following figure shows a sample customer verification question that a CSR uses to establish the customer identify: