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

2. Click ‘Redeem a promocode’

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

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

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.
thank you