Overview
Every time a customer creates a request, the system assigns them a Visitor ID based on the device they used to submit the request. This feature helps operators identify if multiple requests are being submitted using the same device but with different contact information, enabling them to conduct due diligence around such requests. Visitor IDs provide valuable insights into customer behavior and potential misuse of the system.
How Visitor IDs Work
Assignment of Visitor IDs
When a customer creates a request, a unique Visitor ID is automatically assigned based on the device used.
This allows the system to track requests originating from the same device, even if the customer uses different contact details like name, email, or phone number.
Identifying Shared Visitor IDs
If a Visitor ID is associated with only one customer record, it is displayed in gray.
If a Visitor ID is shared by multiple customer records, it is marked in orange for increased visibility. This serves as a flag for operators to review the associated records.
Viewing Visitor ID Details
Location of Visitor ID
Visitor IDs are displayed in the Customer Details section of a request or customer record.
The Visitor ID will show the number of associated customer records (e.g., "7 associated customers").
Accessing Associated Customer Records
Click on the Visitor ID to open a detailed pop-out panel.
The pop-out will display all customer records that share the same Visitor ID, including their:
Name
Contact information (email and phone)
Number of requests, calls, feedback, and refunds
This allows operators to quickly cross-reference and analyze associated accounts.
Benefits of Visitor IDs
Detecting Multiple Identities
If multiple requests are submitted from the same device but with different customer information, the shared Visitor ID helps operators identify and investigate potential misuse.
Enhanced Visibility
The color-coded Visitor ID (gray for single, orange for multiple) provides operators with an at-a-glance indication of potential issues.
The orange marking ensures that shared Visitor IDs receive extra attention.
Due Diligence
Operators can review associated customer records to ensure legitimacy, helping prevent fraudulent or suspicious activity.
Frequently Asked Questions (FAQs)
Q: Can Visitor IDs change for a customer?
A: Yes, Visitor IDs are device-specific. If a customer uses a different device, they will be assigned a new Visitor ID.
Q: What should I do if I see multiple customer records with the same Visitor ID?
A: Review the associated customer records to determine if further investigation is necessary. Look for patterns, such as identical or conflicting contact details, that may indicate fraudulent behavior.
Q: Can I block or flag customers sharing the same Visitor ID?
A: Yes, you can block or flag any customer record. If you block a customer with a shared Visitor ID, the system will also block future requests from the same device, even if new contact details are used.
Conclusion
The Visitor ID feature is a powerful tool for identifying and managing potential misuse of the request system. By tracking requests submitted from the same device and highlighting shared Visitor IDs, operators can take informed actions to ensure the integrity of their operations. For further assistance, contact our support team.