B2B Customer Care 101
How do I complete the customer's task?
You are an authorized Issuing Partner with credentials for accessing the B2B Customer Care API. You know your configuration and which endpoints apply to you. And your customers sometimes call to ask for help doing basic operations in the wallet, such as removing the wallet account or unlocking a device. Now what?
Each customer care use case starts with an objective to help your customer do something. In most cases, you will need to use more than one API call in order to complete the customer's task. Typically, you need to:
- Retrieve the customer's profile.
- Verify the customer's identity.
- Retrieve any supporting data related to the customer's task.
- Complete the customer's task.
Retrieve the customer's profile
Nearly every use case begins by looking up the user's profile to obtain the WLW identifiers that are needed to invoke any B2B API request.
The sample interface shown below illustrates how a portal might direct a support representative to retrieve a customer's profile.
As the sample portal indicates, the
retrieveCustomerLookupInfo endpoint allows you to find a customer record using a a variety of search parameters:
- Email Address
- First Name + Last Name
- Phone Number
- External ID (An Issuing Partner-assigned identifier, such as an account number)
- Customer ID (An alternative identifier, often related to a merchant account)
Depending on which parameters you provide, the response returns one or more matching records as
customerLookupInfo objects. So, for example, if the request includes values for first and last name parameters, the response may return multiple matching profiles. On the other hand, since email address is a unique identifier within a issuer database, searching by email address should return a maximum of one matching record.
Design your support interface to display the data returned in the
customerLookupInfo object in a way that allows the support representative to verify that the record is that of the customer, perhaps by asking for other qualifying information, such as an address or phone number.
For more details on how to implement the
retrieveCustomerLookupInfo request and response, see B2B Customer Care API Guide.
Verify the customer's identity
Your support process design should include a user identification verification strategy that is consistent with your company and industry standard. The WLW B2B Customer Care API has a few different methods available to address this need. Work with your WLW solution architect to determine which B2B Customer Care API endpoints support your company's standard.
For example, your process may use:
- Custom profile lookup data, such as birth date or social security number.
- Secret question responses.
- Confirmation of a recent transaction amount.
- Verification of last transaction date.
Retrieve any supporting data
Depending on the specific support case, you may need to gather preliminary support information before you can complete the task. For example, if the customer asks to delete a device from their wallet, you must first invoke a call to obtain the list of devices associated with the wallet, then use the returned data to correctly identify the device to delete with its WLW system identifier in the delete call.
Complete the customer's request
Once all the preliminary look-up and retrieval tasks provide you with all the property values needed to complete the customer's request, you can correctly populate the request call and invoke the appropriate API endpoints to retrieve and update the data.
Want to see some examples of this process in action?