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Vaya Customer Retention Offers

Vaya Customer Retention Offers
Vaya Customer Retention Offers

Vaya customer retention offers

Objective: Retain customers who call/connect via chat to cancel their Vaya service

Offer A: $5 off your next 3 months

Offer B: $5 off your next 6 months

When should we use these offers?

First and foremost, a grandfathered customer should be offered the best optimal retail plan available to new customers, if they’re not already on the best plan.

For example: a $18 Power Plan customer calls to cancel. They only get $650 worth of calls and 1.5GB of data. Our $16 retail plan gives unlimited calls and text and same 1.5GB of data for $2 less – offer them this.

If an optimization offer fails or they’re already on the best plan for them, that is when you can provide them with Offer A.

If this fails, provide Offer B, making sure it’s not too soon after. This is only if they really need some extra convincing to stay or if they call after thinking about it and still want to cancel.

If all this fails and they still wish to cancel please complete the cancellation reason code as accurately as possible.

How to process retention offer

  • 1. Click on client’s ‘Transaction’ tab

How to process retention offer 1. Click on client’s ‘Transaction’ tab 2. Click ‘Redeem a promocode’
  • 2. Click ‘Redeem a promocode’

How to process retention offer 1. Click on client’s ‘Transaction’ tab 2. Click ‘Redeem a promocode’

How to process retention offer

3. Copy and paste promocode from spreadsheet into the field

How to process retention offer 3. Copy and paste promocode from spreadsheet into the field 1.
  • 1. Ensure its on the right service

  • 2. Where the promocode goes

  • 3. Click Redeem

4. Ensure it has been successfully applied to the service

How to process retention offer 3. Copy and paste promocode from spreadsheet into the field 1.

FAQs

  • Q. When do I start receiving my discount?

  • A. Your discount will apply from your next billing period. This month you will be charged as

normal, and for the next three months you will receive your discount.

  • Q. Will I get charged a $5 plan switching fee if I agree to this offer?

  • A. No, in this instance you will not be charge a plan switching fee as we’re simply giving you a

special discount on your existing plan as a thanks for being a loyal customer.

  • Q. Can I switch plans?

  • A. Sure, which plan would you like to switch to? CSC agent to facilitate this.

  • Q. Can I receive this offer more than once?

  • A. No, this is a one-time offer only.

Please note:

There will be no plan change fee charged for optimization cases or discounts.

Each customer can only ever take advantage of one offer in their lifetime. Please check ‘Purchase/charges history before providing offer to customer.

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