Overview

As bank customers interact with the Cardlytics Offer program at their bank, sometimes, they do not get a redemption that they expect to achieve. There are many reasons for this from customer misunderstanding of the way the program works to uncleaned transaction keys. The customers will then call the bank, reaching a Customer Service Representative whose goal is to help the customer resolve the issue.

The CSR Portal is a tool we provide to the bank to help the CSR resolve the customer's issues quickly by informing the customer about the state of their redemption or giving the CSR the option to credit a courtesy redemption. It also gives us the ability to report on issues in our process like uncleaned merchants which may simply be the result of timing or show the first signs of a deeper issue.