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How can I purchase additional data?
Best Response
50% effective
Question:
How can I purchase additional data?
Answer:
Script:
I understand that you need assistance adding data on your phone and I can help you with that.
Verification:
May I ask how many data do you need?
May I ask your phone number?
Step 1:
Verify if how much data the customer needed.
Step 2:
Verify if the number is with FIG.
Step 3:
Ask customer confirmation for the rates based on the GB they needed.
Escalation:
If need assistance from other departments or higher ups.
Other Response Scripts
85%
Okay. So the payment has been successful. You will receive an extra gig of data. Give it about 10 minutes and then restart your phone, and then the data should be available on your account.
85%
I see the credit card being charged and I didn't get the data. I'm going to go ahead. I'm going to redo it right now. Bear with me on the phone until we see that it was done. $5.50. It's processing. OK, and it was successful. So, your data should be working in a matter of, I would say, 15 minutes, OK?
85%
I can have more data for you. If you want to have more data it will be $5 for the whole year. Just for this next few days because your line is renewing on November 29.
85%
Yes, I can do that and continue about the same every month the same amount 1780. So just $5 for a one-time payment and I will continue to have everything.
85%
Yes, sure, I can do that for you right now. So your phone will now want to work for about 20 minutes and after that, it will come back working with data and everything, okay? And you won't have to worry about it. I'll do it right now.
85%
Yes. Alright, you're all set. I have to reset my phone?
85%
Yes. Give it like a minute, and then you should reset your phone.
85%
Okay, then I'll go ahead and I'll do it for you, the data should be working in about five minutes, okay? Five to 15 minutes.
75%
Yes, I can add one gig for you.
70%
It's only going to be one gig, not unlimited, only one gig. I think it will be enough to send also pictures, audio clip, everything you know.
70%
When it should be working in 15 minutes.
70%
Fine, thank you so much. I appreciate your call, thank you.
70%
You should be getting it in a few days.
70%
I see a refund for August 25th.
70%
You're all set.
70%
Alright, you're all set.
55%
It's going to charge the card that ends in 1211.
45%
Yes, you can. Give me one moment. Let me take a look into the system and add it for you.
45%
So when you update your phone, so when you go into system, you go to settings and system update. And when you click that, it also gives you like a notification on your phone that says you're using cellular data, right? So a little notification pops up on your phone. If you see that and you click okay to use the cellular data, that's when it uses up all your data.
45%
Now, if you wanted to come into the store and connect to Wi-Fi so that you can update your phone in the store without using your data, you could do that. You can go into the store, you can connect to our Wi-Fi, and you can update your phone.
45%
So remember, if you see an update, all right, just don't click on the cellular data, all right? Because that will eat up.
45%
I can charge your account for $5.50 to give you an extra gig of data. Will a gig be enough or no?
45%
I can do it twice if you would like, if you feel like you're going to run out of gigs. I could add two gigs.
45%
Okay, just add a gig.
35%
So would you like to add more data? I guess for this month. How much is this? I want every month 2 gigs. So you want 2 gigs, right? Yeah. Let's say if I want each month repeatedly 2 gigs, how much would it- Give me one second. Let me check for you.
35%
So you should be connecting to Wi-Fi. Because when you connect your phone to Wi-Fi, to a Wi-Fi connection, it doesn't use up your data.
35%
If you have Wi-Fi on your own, then, yeah, you can do it there. But if you don't, then you'd have to come to a place that has Wi-Fi.
35%
Okay, great. Can I have your phone number, please? Or is it the same phone number you're calling? Yes, no, same number. I'm sorry. Got you. I'm going to take a look at it right now, okay?
35%
Yes, I can do this for you right now if you want. That's the extra cost? Yes, it's going to be $22 plus taxes. Yes, it's going to be $22 plus taxes and that will be about $25.50, okay? So that's every month? That's going to be every month, yes, if you want to do that.
35%
If you want to add more data just for this month, I can do that for you. And yes, that will be $5, okay?
35%
Alright, can I have your number, please?
35%
I can have more data for you, it will be $5 and we'll be taking directly from your card on file, okay?
35%
Yes, that would be $5, okay, thank you so much.
35%
What I can do is I can charge your account for $5.50 to give you an extra gig of data.
35%
If you feel like you're going to run out of gigs, I could add two gigs.
35%
I can add a gig now.
35%
I could, but it's going to take effect next month.
30%
So the plans for the 1 gig is 15, which you currently have, and then the plans for the 3 gig is $22. There is no 2 gig right now.
30%
Okay, so just to make sure, you're trying to get more data on your phone line, is that correct?
30%
So the only way for you to be able to send or receive picture messages again is to add more gigs of data to your plan.
30%
So your period? Yeah, it ends on December 20th. So on December 21st, you would get more.
30%
So as long as you don't click on that update button, one gig is plenty for a month, okay?
30%
It's just running out of data. That is why it's not working so well. But your plan will be renewed on November 15th, so that's going to be on Shabbos. So it's going to be by Shabbos night, you should have your data and your picture test working with no problem.
30%
Yes, I'm adding the data, give me one second, alright? It'll be $5.50, it's going to charge the card ending in 6474.
30%
If I know you need it for this month, I would have it for next month or no? No. So it would only be for this month.
30%
The next step up from this plan, that is a three gig a month one. And it's $22.
30%
If you switch from the one gig to three gig, it'll start on the 21st of November.
30%
Okay, and I can add more data for you, it's going to take $5 from your card or file, and I can do it right now.
30%
If you renew it today, it's going to be $5 just for two days.
30%
You exceeded your data. Did you recently download the update off of Wi-Fi?
30%
No, so it would only be for this month.
30%
So for the next step up from this plan, that is a three gig a month one and it's $22. You currently have the one gig. One gig for $15.
30%
I wouldn't be able to start until this month is over. Like this pay cycle is over.
5%
Let me first check your account. What's your number?
5%
I can help you with that. Please follow me to the left, I'll be on the right side of you, okay?
0%
A gig will be enough. As long as you don't update your phone off of Wi-Fi, a gig is more than enough.
0%
No, you'll be able to change it. Not being in a complex, no? No, you're not locked in, no.
How Customers Ask This
"The customer is having issues with data usage and wants to add more data to their plan."
"Customer inquired about adding data to their plan due to being out of data."
"Customer needs to refill their data plan"
"Customer did not receive additional data after payment"
"The customer is inquiring about not receiving additional data after a previous request."
"The customer is inquiring about data usage and options for increasing their data plan."
"Customer inquired about renewing their plan and adding more data."
"The customer is inquiring about data usage and options for increasing their data plan."
"The customer is inquiring about adding more data and previously experienced issues with data usage and charges."
"The customer is experiencing issues with mobile data not working and wants to know how to add more data to their plan."