Improve Customer Profile

Introduction

Using SaleSmartly's customer information can help you improve your customer profile and implement targeted marketing strategies.

This chapter will focus on customer information and customer feature tagging functions to help you understand the use of these functions in detail.

 

Description

1. Customer profile panel

Click on the customer information on the right to view detailed customer information.

From top to bottom, this includes: customer name, customer email, customer mobile number, social media channel, social media account, customer language, customer region, IP address, customer browser environment, customer access source, customer access trajectory, visitor tags and notes.

 

1.1 Add customer note name

Customer notes can be edited to easily identify specific customers.

Click the edit icon on the right side of the customer name > modify the note name > and click OK to complete the editing.

 

1.2 Add/Modify customer information

You can add/set the customer's visitor email and mobile phone number by yourself.

In addition, you can also copy the customer's mobile number or email address.

Click the edit icon to the right of the customer's email address/mobile phone number > fill in/modify the content > and click OK to successfully edit.

 

2. View visitor information

2.1 Social media account information

You can view social media channels and social media account names.

• Social media channels: The social channels you currently use to communicate with your customers. (e.g. Messenger, Instagram, etc.)

• Social media account name: The name of the social media account you are currently using. (eg, your Facebook homepage name, WhatsApp device name, etc.)

 

2.2 View the customer's source information

You can view customer visit information, including the visitor's language , visitor's country/region , visitor's IP address , and visitor's device information from top to bottom, to help enrich the user's portrait for targeted marketing.

 

3. Customers’ sources and browsing history

By checking the user's access source, you can understand from which platform or advertising post the customer enters the chat, which will help you formulate subsequent marketing strategies.

 

By viewing the user's browsing history , you can see the user's first visit, source page, and most recent visit history.

Click More Tracks to view the tracks that customers have recently browsed.

 

4. Add a guest tag

4.1 Add visitor tags and notes

Merchants can add tags and notes to visitors to facilitate subsequent visitors' search and return chats.

To learn more about visitor tags, go to the tag management documentation.

• Click the customer profile on the right > click +Guest Tags > select a tag > click OK to add a guest tag.
• Click on the customer information on the right > click on the note to edit > fill in the note content > click OK to add the visitor note.

 

How do I manage and add guest tags?

Add tags: Click [ Client-Tag Management ] > Click the Visitor Tag page > Click Add Tag.

Edit: Click Edit to enter the editing interface.

 

 

5. Session tags

5.1 Adding session tags and session notes

Conversation tags : Customer service staff can tag conversations to facilitate supervisors to conduct chat quality inspection/review in [ Client-Session Management ].

• Click the conversation message page on the right > click +Session Tag > select the corresponding conversation tag to add it successfully.
• Click the note editing button > fill in the conversation tag content > click OK to successfully add the conversation note.

 

When the visitor finishes the consultation, the customer service can click to end the session , and can also add tags and notes to the session. After the session is ended, the visitor will be included in the managed or unassigned list when he visits again.

 

• Click + Session Tags in the upper right corner of the chat window > select a conversation tag > click OK to add it successfully.

 

5.2 Managing/Editing session tags

You can edit and add session tags in the [ Tag Management ] interface to facilitate your use in actual work.

Click [Client - Tag Management] > Select the Session Tag tab > Click Add Tag > Fill in the information to successfully add the session tag.

If you want to know more about session tag settings, you can jump to the tag management document for reference.

 

6. Blacklist

6.1 Add to blacklist

For customers who frequently post malicious comments on the merchant's Facebook page, frequently send unreasonable private messages, deliberately spread false information or slander the merchant, the merchant can choose to block these customers with one click in the chat interface to prevent their further malicious harassment, protect their own interests and avoid malicious harassment.

Click the Customer Information page > Click to add to blacklist > Click OK and end the session.

 

6.2 Remove from blacklist

You can go to [ Client - Customer List ] > select a customer > click Details > click Remove from Blacklist.