When diners use the app to make and keep their reservations, they earn loyalty points. As points accumulate, diners earn gift cards redeemable for restaurants or online retailers. Despite the app’s ease of use, problems sometimes happen.
The client needed email support for reservation disputes, no-show disputes (no points for no-shows), troubleshooting for diners who cannot access their accounts, gift card activations/ cancellations, and gift card refunds.
They had several goals they wanted to achieve, including: