Loyalty solutions: Cardholder support

24/7 live, bilingual customer service

Cbsi provides each of its clients their own unique toll free line for program participants to use in order to access customer service. Customer Service is provided on-site at our corporate headquarters, where we maintain a 24/7 staff of professional representatives to manage all program inquiries, such as:

• Point balance inquiry
• Participant maintenance
• Point redemptions
• Order history
• Reward tracking
• Call transfers to card services

Cbsi provides a custom IVR that allows for program branding at the initial greeting of each call. Once a participant has been greeted, they have the ability to listen to their current point balance and/or choose to speak with a travel agent or customer service representative. Call statistics are made available upon request and are typically reviewed with the client during periodic program review sessions.

Custom rewards website access

Participant information is made available online for all program participants. It can be accessed through a pass-through authentication from the institutions online-banking site, or through direct user name and password authentication at the home page. Cardholders can view their current point balance, redeem points for rewards, view reward transaction history, view program rules, view cross-sell points, make travel reservations, and earn double points through our exclusive members-only “More Points” shopping site.

Secure online redemption
Our sites are tested and certified daily to pass the Hacker Safe Security Scan. We are enrolled in Trustwave’s Trusted Commerce program to validate compliance with the Payment Card Industry Data Security Standard (PCI DSS) mandated by all the major credit card associations including: American Express, Diners Club, Discover, JCB, MasterCard Worldwide, Visa, Inc. and Visa Europe. And through Network solutions, we are validated for secure online transactions.

Loyalty solutions

Overview

Enterprise bonus solutions

Program structure

Value proposition
– Gift card rewards
– Merchandise rewards
– Travel rewards
– Experience rewards
– Green product rewards
– Additional points

In-house marketing

Cardholder support

Program analysis

Technology solutions