retailCRM Documentation

Customer page

Customer page contains all necessary information about each customer, namely: main data (name, contacts, customer segment, manager assigned to the customer), legal details, key indicators (sum of all orders, orders number, average order value).

Also, it is possible to view all tasks on the customer on the page, as well as orders in process, letters, SMS, calls and files. Directly from the page one can write a letter to the customer, call or assign a task. All editing data on the customer is kept in the history of changes.

Editing customer data

For editing customer data you should click the “Edit customer” button.

After clicking, you will see the same customer page but with editable fields.

"VIP" and "BAD" marks define a "good" or a "bad”customer respectively.

When clicking the "History" button, you will see a pop-up window with previous changes on the customer page.

Main data

There is the main information on customer in this section:

You can choose variants "Subscribed" or "Unsubscribed" in "Email subscription" field. If "Unsubscribed" variant is chosen, customer will not participate in segment mailing.

Note: unsubscription is also considered in ActionAssistant.

In "Sex" field you can see supposed gender of the customer based on his/her full name.

You can use "Sex" field in printed form templates, set the customer gender on its basis in triggers and use it when forming customer segments.

This field is also available for displaying in customer list and in filters.

You can see the store and customer segments in the main data.

Registration date is the date, when the customer was created in the system.

Note that if on customer page any option in the field with possibility of selecting several options (manager, store and etc.) is deactivated (at the moment), and exactly this option was chosen earlier, this data will be of gray color in the order with "Not active" mark on the right.

Phone numbers

The system allows entering more than one phone number. When one field is filled in, the second one appears and so on and so forth.

Delivery

In this section, customer`s address is displayed, which is used for delivery.

Delivery address can be filled in using two ways:

The form set in settings Administration > Settings > Orders will be displayed by default.

When the short form of the address is displayed, enter delivery address with straight text. System compares inserted address with Yandex.Maps service base when pressing link “Divide the address by separate fields”. If the address is real, the system divides delivery address by separate fields. If the address is not real, error message is displayed.

If the value is not connected with Geohelper, an icon appears to the right of the field. When you click the icon, opens a pop-up window with appropriate options from Geohelper service.

Note: fields with icons do not identify the postal code.

Function of automatic identification of the postal code on delivery address is available.

Note: postal code identification is available if city is selected in the drop-down list.

Finance

"Personal Discount" field is edited in this section.

In addition to personal discount the following indicators are displayed:

Legal details

Legal details have “Contractor type” field. “Private individual” value is displayed in this field by default.

If you change it to "Legal entity" value, you will see all the required fields for legal details:

Also, bank details are displayed that contain:

The format of these fields (legal details and bank details) is affected by the selected country in the order. If Russia is selected, the format will correspond to the standard of the Russian Federation. If any other country is selected, all fields will have a text format and can be filled in with no particular form, with the exception of fields "RCBIC", "Corresponding account "," Settlement account " that will be numeric.

Note: fields with legal details are available for data transfer via API, when creating triggers and in history of changes, templates of printed forms, letters/SMS.

Data on customer page

Main data

Next to block`s name there is "Change History", clicking which you can see changes on customer carried out in customer editing mode.

Two marks “VIP” and “BAD” are displayed to the right of the customer name.

When pointing to the top right part of the block, you see a gear icon which allows to select the necessary custom fields on customer page.

The following data is displayed in this block:

The segment name is a link. When clicking the name you will be in this segment settings.

"Last visit" line is also a link, clicking which, you will see a pop-up window with information about the visit.

In case, when two customers have the same phone number or E-mail, the corresponding mark will be displayed to the right of the phone number and/or E-mail. Click it and get the details about the doubles.

If telephony have been set up then when pointing to the phone number, appears a handset icon. Click the icon and initiate the call.

Key indicators

In key indicators are displayed:

Communications

In communications block are displayed the general indicators on E-mail and SMS sent, as well as the total time of incoming and outgoing calls on this customer.

Also, here one can trace information about customer unsubscribing from mailing and see the link to the letter where unsubscribing occurred.

Popular categories

This widget displays information on popular product categories for the particular customer. The widget forms this indicators on the basis of created orders.

Source

“Source" block contains information from which source the customer has come to the website. Also:

Customer interaction block

Notes

In this tab you can write a note connected with customer. A standard text formatting that is above the text area is available for the note.

To save the note, just type the text and click the "Send" button. Saved note will be displayed in tab of the same name in "Earlier" block.

Adding notes is not limited by quantity. Also, notes can be deleted.

Created notes are displayed in the history of changes.

Tasks

It is possible to assign a task to the manager in this tab. The task becomes automatically fixed upon the customer, on whose page it is created.

When clicking "Add comment", opens a text field, where the manager can add any comment to the task.

After task creation, it is displayed below, in block "in work". Overdue orders are marked with a red line on the left.

Email

In "Email" tab you can send an Email to the customer.

In "To" field, customer's Email, specified on the page, is automatically inserted.

Also, you can use Email templates created for "Customer" event in system settings.

“Add File” button is used for adding and sending files to the customer.

SMS

In "SMS" tab you can send SMS to the customer.

In "To" field, customer's phone number, specified on the page, is automatically inserted.

Also, you can use SMS templates created for "Customer" event in system settings.

Files

“Upload file” tab allows to attach files to the customer page.

Important:

You can attach files using two ways:

  1. Drag-and-drop method - drag the file from explorer and drop it in file uploading zone of the browser.
  2. Click the link “select them on your computer” in file uploading zone. File explorer opens where you need to select the file.

Uploaded files are displayed below the uploading zone.

File size is displayed next to the name of the attached file. You can also delete the file there.

New order

“New order” button opens the order creation page in a new tab.

All data is transferred automatically to the order page, when creating a new order from the customer page.

Read about order creation in «New order creation» section.

“In work” block

"In work" block contains tasks that are being carried out at the moment, as well as all orders.

Note: orders from the group of statuses "Cancel" and "Complete" are not displayed.

“Earlier” block

“Earlier” block contains information about interaction with the customer (calls, letters, SMS), as well as customer`s visits to the website, orders, segments, tasks and attached files.

“All” tab

This tab displays all actions connected with the customer. For example, when and from which segment the customer was excluded and to which one was added.

Information is sorted automatically by time - from old to recent.

“Tasks” tab

This tab displays the tasks connected with the customer.

“Notes” tab

This tab displays the notes connected with the customer. The right part of a note displays the manager, who wrote the note and the time when the note was created. There is a recycle bin icon for deleting the note below.

"Letters" tab

This tab displays incoming and outgoing letters of the customer.

Please note that the system monitors letters behaviour and transfers changes to the customer page and the order page. For example, when recipient opens the letter, the customer/order page displays that the letter was opened.

If file was attached to the letter, paper clip icon is displayed to the right of the letter subject.

“SMS” tab

There are incoming and outgoing SMS of the customer here.

"Calls" tab

There are incoming and outgoing calls of the customer here.

“Visits” tab

This tab displays customer`s visits to the website. Visits are displayed in the system only if Google Analytics is connected.

There is also the duration of the visit here.

“Orders” tab

This tab displays the orders connected with the customer, as well as the main changes on orders, for example, status changes.

“Files” tab

This tab displays the attached files connected with the customer.

Next to the name of the attached file is its size. Also, you can delete the file there.

“Segments” tab

This tab displays the changes connected with segments where the customer is. For example, excluding from the segment or adding to a new one.


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Page last modified on October 09, 2018, at 12:22 PM