Activities and notes
Online channels can provide valuable information about the customer without requiring the customer to explicitly share such information. Correspondingly, a customer’s selections in the online stores can provide a noteworthy profile of the customer. However, when the customer goes to a physical store, they explicitly share information that must be captured by the sales associate or it will be lost. When the information is captured, it helps create a customer profile that can help in future interactions, understand the customer better, and provide more personalized recommendations, which will ultimately lead to a better shopping experience and increased sales.
Apart from the Client Book attributes, sales associates can also use the activities and notes feature to gather important information. Various activity types can be defined, such as:
- Store visits
- Appointments
- Contact information.
These activities can be viewed in Store Commerce or Commerce Headquarter. Free text notes can also be used to capture generic information. These notes are saved in HQ and can be viewed before each interaction on the customer details page in the call center or on the customer profile.
Notes and activities can be viewed by all sales associates who are employed at the same legal entity and are not limited to the associate who added the customer to the Client Book.