Managing customer care reason codes
Use the Customer care reason codes page in Subscription Settings to define the reasons your customer service representatives (CSRs) track and report on customer actions, such as subscription termination or refunds.
These codes appear in a drop-down menu for your CSRs when they enter the Activity page after searching for a customer. Without these codes, your CSRs must input reasons manually, which might impact response time.
You can have up to 40 codes active at a time
As a news organization administrator, you want to track refunds related to customers who maintain multiple subscriptions.
You create a new reason code, Has another subscription, to categorize this type of refund.
After you set this code, your CSRs can track and report these refunds, allowing you to make better business decisions.
Procedures
To set your customer care reason codes, complete the following:
Navigate to Subscriptions > Settings > General > Customer care reason codes.
Click Create reason code. The Create reason code window opens.
Enter a Code and a Description of less than 60 characters.
Note
You cannot edit a Code, only the Description associated with it.
Click Save code.
The new code and reason appear as Active in the Customer care reason codes page.
To deactivate an active code:
Navigate to Subscriptions > Settings > General > Customer care reason codes.
Click the ellipsis icon
next to your desired Active code.Select Set as inactive.
The code shows an Inactive status in the main Customer care reason codes page.
You cannot edit the code, but you can edit their description, in case you need to change the actions your CSRs perform when using it. To edit the code description:
Navigate to Subscriptions > Settings > General > Customer care reason codes.
Click the ellipsis icon
next to your desired code > Edit. The Edit code description window opens.Enter a new description.
Click Save. Your code updates accordingly.