Wireless - Multi-Line & Sub-Section Support

The Wireless - Multi-Line & Sub-Section Support feature is designed to help customers who manage multiple lines under a single account. This feature allows for a clear, organized view of each line on the account, including detailed information about plan specifics, charges, and usage for each line. By breaking down the billing information into sub-sections for each line, customers can easily track the usage and charges associated with each device or user on the account.

This feature is particularly useful for families or businesses that manage multiple lines, as it provides transparency and clarity about how each line contributes to the overall bill. Customers can view detailed breakdowns for each line, including any shared plan features, individual usage, and associated charges.

Key Benefit

• For Consumers: Provides a detailed and organized view of multiple lines on a single account, helping customers understand how each line contributes to the total bill.

• For Customer Service Representatives (CSRs): Enables CSRs to quickly access and explain billing details for each line, reducing call handling time and improving customer satisfaction.

• For Analysts: Offers insights into multi-line account usage patterns and billing trends, allowing for more targeted service offers and improvements.

Use Case

The Problem

Customers with multiple lines on a single account often struggle to understand how each line contributes to the total bill. This lack of clarity can lead to confusion and dissatisfaction, particularly when unexpected charges appear.

The Solution

Wireless - Multi-Line & Sub-Section Support provides a clear breakdown of each line’s charges and usage, organized into sub-sections. This allows customers to easily see the details for each line, including plan specifics, usage, and any additional charges.

Benefits

• Transparency: Customers can see a detailed view of each line on their account, reducing confusion about charges and usage.

• Convenience: The feature provides a single location for customers to manage all their lines, making it easier to track usage and billing.

• Proactive Management: By understanding the charges for each line, customers can better manage their account and make informed decisions about plan changes or upgrades.

How it works

• When a customer accesses the Bill Explainer microsite, the Wireless - Multi-Line & Sub-Section Support feature displays the account’s billing information in a structured format.

• Each line on the account is represented by a sub-section that includes detailed information about plan specifics, usage, and charges.

• Customers can click on each sub-section to expand it and view more details about that particular line’s usage and charges.

• The feature allows customers to easily compare usage and charges across different lines on the account.

Common Issues/Troubleshooting

• Issue: "I can’t find the sub-section for one of my lines."
  Solution: Ensure that all lines are correctly linked to the account. Missing information may indicate an issue with the billing provider’s data feed.

• Issue: "The usage details for one of the lines don’t seem accurate."
  Solution: This could be due to a delay in updating the billing information. Recommend waiting for the next billing cycle or contacting customer support for immediate assistance.

• Issue: "The charges for one of the lines seem higher than expected."
  Solution: Check whether the line exceeded its plan limits or incurred additional charges. The sub-section should provide a detailed breakdown of any extra charges.