How to verify customer details

Mistakes happen. Even the most well-meaning customer can provide incomplete or incorrect details when asked for their own name or street address for shipments.

The Verify Customer Info steptype, usually used early in flows, solves this problem by giving your team a chance to fix these issues before they become follow-up tickets. Your team can quickly remove typos in names or email addresses provided by customers, and verify or fix incorrect mailing addresses before you send a replacement order - all saving you time and money.

After you've verified the customer's name, email and address you gain a new set of variables you can use in other steps of your workflow:

<%= verifiedCustomerAddress %>             | Full street address with all lines
<%= verifiedCustomerAddressStreet1 %>      | Usually the street and number
<%= verifiedCustomerAddressStreet2 %>      | Usually the apartment or unit number
<%= verifiedCustomerAddressCityLocality %> | The customer's city
<%= verifiedCustomerAddressStateProvince %>| The customer's state or province
<%= verifiedCustomerAddressPostalCode %>   | The customer's Zip or Postal Code
<%= verifiedCustomerAddressCountryCode %>  | The customer's country code
<%= VerifiedCustomerAddressType %>         | Address type (Residential or Commercial)
<%= verifiedCustomerEmail %>               | Customers email address
<%= verifiedCustomerFirstName %>           | Customer's first name
<%= verifiedCustomerLastName %>            | Customer's last name
<%= verifiedCustomerFullName %>            | Customer's first and last names combined

Title

Use this field to guide your team at this step. For example, "Verify the customer's details before shipment"

(Optional) First name placeholder

If your customer's first name is captured in a field, either directly in your CRM or the ticket intake form, you can render it here using the ➕  button. You could also leave it empty to prompt your team to enter the customer's first name manually.

(Optional) Last name placeholder

Exactly the same as the "First Name Placeholder" above, but for surnames.

(Optional) Address Placeholder

This runs whatever is entered through two different address validators (Google and Shipengine) to ensure the address is correct and deliverable.  Remember, use the ➕  button to auto-fill this field for your team if this information already available in another system integrated with FlowEQ.

Require Complete Info

Check this box if you want your team to fill out every field (name, email, street address) every time they reach this step. If this box is checked, your team will not be able to skip this step in the flow.

Automatically update requester name in Zendesk?

Zendesk does its best to determine the customer's first and last name using their email addresses. But it doesn't always get it right, and fixing it takes several clicks. Check this box and the customer's verified name will be automatically update in the ticket requester's Zendesk profile.

Change Requester Email and Name in Zendesk?

If Zendesk didn't quite guess the customer's preferred email, and name correctly check this box. Both the customer's name and email address will be used to automatically update the ticket requester's profile in Zendesk.