Getting Started with the CSR Area

Overview

For many companies, Customer Service Representatives (CSRs) serve as the primary point of contact for loyalty program Members who have questions or problems. CSRs often require access to a Member’s entire account in order to review Member Profile information, and to perform a wide range of tasks associated with managing the loyalty program. For example, a CSR may need to edit a Member’s contact information, reset their password, make an adjustment to their Metric balance, redeem a Reward, or deactivate their membership.

The People screen within the CSR area of the Loyalty platform is designed to provide Customer Service Representatives with a powerful search tool for finding the desired Member based on a wide range of possible information (email address, name, Member ID, etc.).

Once they find the desired Member, the CSR can navigate to the Member Profile screen, from which they can perform many critical support functions. This screen serves as a streamlined and simplified version of the full Member Details screen, and is designed to make CSRs more efficient and responsive to Member questions or problems.

Key features of the Member Profile screen include:

  • Access to basic Member account administrative functions, such as creating, editing, merging, deactivating, and deleting Member Profiles, and resetting passwords.

  • Quick summary of a Member’s entire timeline of Activities.

  • View into a Member’s Metric balances, with the ability to make any necessary manual adjustments.

  • Access to a Member’s responses, including any earned Offers or redeemed Rewards.

To access the People screen, select Members from the top navigation bar, then select CSR > People from the side navigation menu. For more information on the search options available on the People screen, please see Search for a Member.

Exports

Exporting Members is managed through the use of an Export Definition on the Exports screen. For more information, please see Configure an Export Definition - File Transfer.

Imports

For details on how to import Members, please see Imports.

 View Member Profile Adjust Member Metrics Reset Member Password