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Points earned: the customer received these loyalty points due to this transaction.
Points used: the customer used these loyalty points to purchase items in this transaction.
Total: sums up points earned and used for this specific transaction.
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It’s also possible to see the total balance of loyalty points for this given customer, in the same view, but on another section. This is the total balance after transactions completion:the last completed transaction.
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Given these two available data points - total final loyalty points balance and total for the transaction - the customer support agent can calculate the total initial loyalty points balance.
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The customer support agent must solve all queries very fast, as the customer sometimes is waiting on line. Thus, it’s important to get access to the whole information in the same view, to be able to just inform the customer. Analysis and calculations can affect this efficiency and may lead to errors / misinformation. Thus, this type of calculations should be avoided.
In addition, in Iberia, most of the customer support contacts are related with loyalty points information. Sometimes customers complain that their balance is not correct and they want to know what influenced it.
However, as we saw before, this leads customer support agents to do some calculations to be able to solve these queries. As this This type of calculations must be avoided , it’s as they reduce customer support team efficiency and they can also lead to errors and misinformation situtatons.
It’s important to show as much information as possible on admin tool to help the customer support agent in this process.
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