Customer Services - CS Lite User Guide

CS Lite is a customer service tool which allows a CS agent to help resolve customer queries relating to DCB services that we manage on behalf of the Mobile Networks. CS Lite enables our Merchants and their CS agents to view transactions, perform refunds, and view messaging information relating to a mobile number (MSISDN). The tool also facilitates a user’s ability to escalate queries directly to Service Providers when required.

Getting Started

If you don't already have credentials, then please contact your Account Manager to receive credentials to access CS Lite.

Follow the URL https://cs.Infomedia.co.uk/lite/2.9.5 and login using your credentials.

Select the country code and enter the customer's mobile number to view the customer's data.

More information

After entering the customer's mobile number, a 'call session' will begin in the CS Lite tool where you can view all transactions associated with the mobile number in a simple, easy to understand format.

To view more details on each transaction (or subscription if it exists), click on the 'more info' button next to the transaction. This screen will provide you with:

  • Message log information so you can see any messages that have been sent to the customer in relation to this product.

  • Transaction history in relation to this product.

  • Refund history, and the ability to perform refunds for previously successful transactions.
    Note: If refunding is available for this Mobile Network, then the option to refund a successful transaction will display here, otherwise the option will not display.

  • (Only for subscriptions) - Ability to export sms/transactions details in PDF format (only for authorised users).

  • (Only for subscriptions) - Ability to view an escalation report

  • Case history, showing the CS Lite call log information for previous interactions with this mobile number.

Support

If you require further information on CS Lite please contact support@apaya.io