Collect Additional Information Automation

Overview

The Collect Additional Information automation allows you to gather details from customers beyond standard claim reasons or reason details. This can apply to returns, warranties, or even registrations. By asking targeted questions, brands can capture product-specific insights, validate claims, and ensure they have all the information needed to resolve issues efficiently.

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What You Can Expect

With this automation you can:

• Tailor Questions by Context: Ask product-specific or scenario-based questions.
• Leverage Custom Fields: Use your library of custom fields to gather structured information.
• Require Media Uploads: Collect photos or videos of items to validate return or warranty claims.
• Improve Data Quality: Ensure you receive the right details upfront, reducing back-and-forth with customers.
• Enhance Reporting: Capture additional data that can be exported and used for insights.

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Features and Functionality

Rule Setup

1. Create a new automation rule and select Collect Additional Information.
2. Add a title and define conditions for when the rule applies.
3. Conditions can be based on:
   • Order or product details
   • Claim reason or reason detail
   • Registration data
4. Example: If a customer selects “Too Small” as the return reason, you can ask additional questions about fit.

Custom Fields

• Pull questions from your Custom Fields Library.
• Field types include text, number, date, select, or multi-select.
• Examples of custom fields:
  • Shoe Condition
  • Packaging Intact
  • Manufacturing Issue

Optional Settings

• Comment Field: Choose whether to display the standard free-text comment field.
• Media Uploads:
  • Require customers to upload images or videos.
  • Set a minimum number of uploads.
  • Provide instructions for customers (e.g., “Please upload at least one photo of the damaged item.”).

Customer Experience

• Customers proceed through the claim as usual, selecting reason and reason detail.
• Additional questions appear dynamically if conditions are met.
• Required photos/videos can be uploaded directly within the flow.
• All responses are logged with the claim and visible in your reporting.

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Implementation

To set up a Collect Additional Information rule:

1. Go to Automation Rules in Corso Admin.
2. Create a new Collect Additional Information rule.
3. Add a title and conditions to control when the rule applies.
4. Select the custom fields to display.
5. (Optional) Enable comment field or require media uploads.
6. Save your rule.

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FAQs

Q: Can I reuse custom fields across multiple rules?
A: Yes. Your custom field library can be leveraged across any automation rule.

Q: Can I collect both text and media responses?
A: Yes. You can combine custom fields with required media uploads.

Q: Where does the collected information show up?
A: Responses are displayed alongside claim details in Corso Admin and can be exported in reports.

Q: Can I limit additional questions to specific products?
A: Yes. Apply product-based conditions to control when questions are shown.