RATE PLAN CHANGE CHAT FLOW

To assist with the rate plan change chat flow, you can follow these steps and use the sample script below:

Steps:

1. Access Rate Plan Change Flow: Click Toolbox from the left-hand bar. Select the Rate Plan Change link. A browser window pops up with the Change rate plan flow.

2. Select a Rate Plan: On the Change rate plan screen, select the lines you want to change (Voice lines only, Mobile Internet lines only, or both). Choose the type of rate plan change (e.g., move all voice lines to another Family plan or select individual plans for each subscriber). Compare the current plan with available plans using the Compare plan details or Compare included features options. Select the new rate plan and set the effective date.

3. Review and Confirm Changes: Review the rate plan cart for accuracy. Check for any discounts that may be removed as a result of the change. Select Checkout to save the changes.

◘ Sample Script: "Hi [Customer's Name], I see that you are interested in changing your rate plan. Let's go through the available options to find the best plan for your needs.

First, I'll need to know which lines you want to change. We can move all voice lines to another Family plan or select individual plans for each subscriber.

Once we have selected the new plan, I'll provide a comparison with your current plan so you can see the differences in features and costs.

After reviewing the options, we can set the effective date for the new plan. Please note that any discounts you currently have may be affected by this change.

Would you like to proceed with reviewing the available rate plans?"