Author: Livia Tay, MY
Last Updated: May 8, 2024
Email verification is an essential part of maintaining account security and ensuring proper communication between our system and our clients. Occasionally, clients may face issues verifying their email, either due to technical errors or external factors such as spam filters. This guide outlines the proper steps for customer support agents to handle such cases efficiently and professionally.
Step-By-Step
- Identify the Issue
The first step is to determine where the verification problem is occurring.
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If the issue is within our CRM system:
Request the client to provide proof of email verification, for example, a screenshot of the verification email or a confirmation message. This helps us confirm that the client attempted verification and that the system may not have registered it. -
If the issue is on the client’s side:
Ask the client to:
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Check their spam/junk folders.
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Confirm they are using the correct email address.
- Try resending the verification email. (To Client)
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Verification Process
Once the issue is identified and the client has provided the necessary proof, navigate to the client’s profile in the CRM and manually mark the email as verified, ensuring the client has met the verification requirements. Kindly refer to image 5.1.6.2a for detailed information.
image 5.1.6.2a -
Update the Client
After completing the verification process, inform the client professionally that their email has been verified.
Properly handling email verification issues ensures both system integrity and client satisfaction. By following this step-by-step guide, support agents can resolve issues promptly and maintain clear communication with clients. A consistent and structured approach not only improves workflow efficiency but also builds trust with our users.