Overview

This specification provides a guide for implementations of TruRating in environments where multiple languages are required in order to interact and transact with the customer successfully. In these environments it is important that the TruRating interactions with the customer are also as simple as possible.

In the Payment Device environment there are three key points of interaction with the customer where language comes into play as part of the TruRating customer journey:

  1. The rating question presented on the payment device
  2. The acknowledgement message that is also presented on the payment device
  3. The receipt message that is added to the customers printed receipts

The TruRating TruModule/TruService architecture supports both single and multilanguage integrations and this specification describes how to leverage the multilanguage support correctly.

In environments where language selection is already part of the customer journey then TruRating could adapt the same mechanism as this would help ensure a consistent customer experience. However, in situations where any current language selection is done after the TruRating question within the customer journey or is not present then the language selection done for TruRating could then be applied for the rest of the customer journey.

Considerations for Implementation

The means by which multilanguage support is delivered to the customer depends on a number of factors:

  • The method by which the correct language is selected: Automatically based on information known about the customer either from their payment card, loyalty card or some other pre-defined identifier. Manually by the customer on the payment device

  • How many languages are offered via the manual method: Two languages for example means a simple toggle can be used. Three or more languages requires a more sophisticated mechanism to either select the language from a list or cycle between each language

  • The point within the transaction or payment where the TruRating screens appear (i.e the TruRating Trigger)

  • The capabilities of the payment device (touch or non-touch) with respect to providing a mechanism that allows the customer to select or switch languages manually

  • The capabilities of the payment device with regards screen size annd how the TruRating related screens are presented

  • Any existing multilanguage capability that is already in-place within the Payment/POS system.

While this means there are various different implementation approaches possible a key requirement is to make it as easy as possible for a customer to rate, and a key part of this is to limit the number of key presses or touch screen interactions as far as is possible.

TruRating Triggers & Multilanguage

TruRating supports a number of diferent customers journeys that alter where in the transaction and payment flow the TruRating question is presented to the customer. We refer to these as different trigger points and these are decribed more fully within our specifications. From the perspective of multilanguage support the trigger being used can play an important role in determining if the correct language for the customer can be determined automatically or not.

Where the TruRating question is asked before the customer has presented their payment card (i.e. Dwell Time Extend, Payment Request and possibly Amount Finalised) it is clearly not possible to determine the correct language based on any indicator on the customers card. Where the TruRating question appears after the customer has presented their card (i.e. Amount Finalised, Card Presented and Pre-Approval) this indicator can be used to maximise the chance the question is presented in the correct language first time.

In integrated environments the POS may use other information such as customer loyalty card to determine preffered customer language, which would present another way of removing the need for manual language selection if this information is available at the point the TruRating question is requested.

TruModule Multilanguage Support

This section is application for partners implementing TruModule where multilanguage support is included:

Requesting a Question

  1. TruModule can request a question from TruService in one or more languages using Rfc1766 language codes

  2. Implementors should confirm with their TruRating technical contact the current range of supported languages codes

  3. TruModule will provide the language codes in the order in which they want TruService to respond. This is important for example where the first language requested represents the default language to be used

  4. The response from TruService will only contain responses in languages that are supported by TruRating and that have been setup for the merchant outlet or test outlet

  5. The order of the languages in the response from TruService will always be in the order requested by TruModule

  6. TruService may provide the acknowledgement messages and receipt messages in a language that has been requested by TruModule but not a question in the event that the selected question is not available in the language

  7. TruModule will utilise only those languages included fully in the response from TruService. For example: TruModule requests a question in English, French & German. The response from TruService provides the question in English & German only meaning that French cannot be offered to the customer

Presenting the Question

  1. Where it’s possible to determine the correct language for the customer based on data available outside of the TruRating function then TruModule can present the question in this language to the customer. In this situation there should be no requirement to allow the customer to switch languages

  2. Where it is not possible to determine the correct language for the customer automatically then the question should be presented in the default language for the merchant outlet and a mechanism provided via the payment device that allows the customer to change the language if the default is not suitable (see below)

  3. The acknowledgement screen text and receipt text used following the rating question presentation and response must be the same as the language used for the rating question.

Delivering the Rating

  1. When delivering the rating the language code that reflects what language the customer rated in should be included in the rating request

  2. If the customer rates or skips then then language code returned in the rating will represent the language the customer saw when they responses to the question

  3. The the rating question times out if is cancelled then the language code returned will present the language present on the payment device at the point the question was cleared

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