Home > Help Desk > Knowledge Base > Multichannel Engage > User Guides > Customer Details

Customer Details

Table of contents
No headers

Customer Details - Custom Data tab

 

We can add additional editable data fields, to store information against individual customers.  This information can be used in message templates and auto replies.  Click on the Custom Data tab, screen displays;

 

 

 

We can have up to 30 ‘short fields’ – to store information up to 255 characters.

 

We can also have up two 2 ‘long fields’ – to store information that is unlimited in length.

 

We can also have up to 2 ‘date time fields’ - This allows the user to click on a pop up calendar allowing for easy selection of an applicable date in the extended customer screen in the Message Console. When in the customer extended details screen when you tab thru either of the DateTime01 or DateTime02 fields the following pop up calendar displays;

 

 

The screen labels can all be changed – ShortField01 has been changed to be Registration Number (in the above screen shot) to reflect the data that you are capturing in this field.

 

Updating and Maintaining Contact Records

 

 

Searching for a Customer

 

You can search using any field in the customer database by entering the characters you are searching for in the appropriate fields then clicking on Search icon or hitting Enter on your keyboard.  This search will try and find these pieces of information in the fields you have entered information for but it doesn’t matter what field you enter the data into.  For example you could enter ‘Administration’ in to the Email Address field and the search will still be carried out. 

 

You may launch the search popup window by clicking on the  button in the Customer Console screen.

 

Any information can be entered into the search criteria field, or it may be multiple pieces of information that you know about the contact separated by spaces.  When the <SEARCH> button is selected, the entire customer database is searched for these pieces of information in any fields in the database and if a customer record contains both of these pieces of information the record(s) will be returned for you to select the applicable customer. Please note that the search only looks for word matches that start with the data entered.  For example entering ‘Ops ame will not result in the record being returned as per the following example as there is no match in the database for any customer record(s) where any word(s) start with tration or somewhere.  You do not need to type the entire word, for example ‘admin Blog would return the customer record in following screen shot. 

 

 

 

Clicking on the <CLOSE button on the Customer Console screen will close the search window.  To change the search criteria highlight all of the text as contained in red box above and type in new search detail.

 

Deleting a Record

 

In some cases there is a need to remove a customer from the database. This may occur if for example a duplicate record has been set up for a customer.

 

A record can only be deleted if it has no messages stored against it (e.g. a customer’s message history is completely empty).  If a record does have messages stored against it you must reassign all existing contacts in the message history for the selected customer to the correct customer record and then click on <DELETE>. If there are still contacts in the customer’s history the following message will be display “Unable to delete. This item is referenced by another part of the system”

 

 

 

 

Setting up a new customer

 

To add a new customer, simply enter the data to the Customer Details tab as required.

 

The customer details tab displays the standard fields within Multichannel for any newly added customer.  Site specific additional customer fields can be added in the Custom Data tab.

 

 

We can have up to 30 ‘short fields’ – to store information up to 255 characters.

 

We can also have up two 2 ‘long fields’ – to store information that is unlimited in length.

 

We can also have up to 2 ‘date time fields’ - This allows the user to click on a pop up calendar allowing for easy selection of an applicable date in the extended customer screen in the Message Console. When in the customer extended details screen when you tab thru either of the DateTime01 or DateTime02 fields the following pop up calendar displays;

 

 

The screen labels can all be changed – ShortField01 has been changed to be Registration Number (in the above screen shot) to reflect the data that you are capturing in this field.

 

 

 

You should add as many details as you can – it’s much easier to add these now than to add them later.

 

Once the fields have been entered, add any file notes that you want other members of your team or contact centre to be aware of.  These will appear every time the customer record is accessed.

 

 

When a record is added, the status of the customer is automatically set to Active.  Where a customer is Inactive, the customer can send inbound messages but these can’t be automatically responded to.  Inbound messages when a customer is currently inactive can be responded to if the customer is set to be active and the customer record updated.  The agent can then go back to completing the message, at which point the message will display an outbound option.  Otherwise the inbound message will only be able to be assigned to a category and closed.

 

If a general user is processing a message from a customer that is flagged as being inactive and the general user has access to updating customer records then they can carry out the above update.  Otherwise an admin user will need to change the customer record accordingly.

 

If the agent is able to carry out the update to ‘active’ then the screen will refresh and the option to send an outbound reply will now be available to them. 

 

Should it be another user who carries out this update then once the update has been completed the agent then needs to click on the  text again and the message will display an outbound option.

 

Adding or removing an individual from a group

 

Customer Groups are used to send bulk messages to customers with something in common, via the Broadcast Console.  One customer can belong to as many different groups as required.

 


 

Setting up Customer Groups, uploading customers in bulk to a group and sending broadcast messages are generally functions reserved for Admin users.  General users are able to add or remove individuals by clicking on the  tab on the customer console screen;

 

 

 

The count value displayed on the tab (#) is the number of customer groups that the customer is currently assigned to. 

 

This count includes both active and inactive customer groups.

 

Unless a customer is in an inactive customer group the default display will only be active customer groups.

Customers can be manually added / removed from a customer group by ticking (to add) / unticking (to remove) the applicable customer group and clicking <SAVE>, or click on close <CLOSE> to ignore any changes made / close the customer record.

You must to post a comment.
Last modified
13:45, 14 Sep 2014

Tags

This page has no custom tags.

Classifications

This page has no classifications.