Want to build good relationships with your customers? Show them that you know them by checking eDesk's Customer View. 

The Customer View allows you to see, at a glance, all of your customers, the orders they've made, any tickets that are open, their Total Order Value (TOV) and other useful information.

With these insights into your customers, you can tailor your support to suit their individual history and preferences, and deliver a fantastic, personalized customer experience.

This view combined with our eDesk omnichannel experience will enable you to take your customer support to a superior level! 

In this help file, we will show you what kind of information you can see about your customers and where.
 

01 What kind of information can I see about my customers and where?

List view 


Each Customer will be displayed in the form of a list along with their details, information about their Segment, Email, Total Order Value, Orders, and Latest Purchase

  • Segment: A group of characteristics that define a customer. More on that in section 03 of this article below.
  • Total Order Value: Measures the sum of all orders the customer has placed.
  • Orders: The number of orders this customer has made per one channel.
  • Latest Purchase: The date of the last time this customer has made a purchase.


Note: The list shows each customer, separated by the channel. For example, if the client has an Amazon store and a Shopify store connected and they place an order on both, the customer will appear on the list twice.

  • The Pre-set columns cannot be edited or customized at the moment.


Slider 

​​​When you click on a customer row, you can see more valuable data about them through the slider, such as their details (email, phone number, shipping location), Customer Since, Average Spend, and Total Order Value

We’ve also centralized all of the customer Tickets and Orders history from all channels for you in one place so your support team can provide the best customer experience. Tickets will be organized in categories to indicate their current status and amount per category, for example, To Do (1), Resolved (4), Recently updated (1), and so on. 

Clicking on View will take you straight to their ticket(s) in Mailbox or order(s) in the Orders section within eDesk.

02 How can I navigate Customer View? 


There are two main sections in Customer View. To make it easier for you to quickly find the customer information you need, you can quickly filter customers from the left-hand side panel.

The second section is the main view, which is further explained in section 01 of this article. This is where you can see customer information such as Segment, Email, Total Order Value, Orders, and Latest Purchase.

03 Default customer segments


Customer segmentation automatically groups customers who have similar characteristics into a customer segment. This is powerful when you want to easily identify them and or group them for certain purposes, like assigning custom SLAs, offering discount codes or following up with them more often. 

Segmentation is distinctly different from being a filtered view as a segment becomes an attribute of a particular customer, for example, a High Value or VIP customer, Repeat Customer, or New Customer.

The initial Segments that will be displayed in the main customer list view and in the slider are:
 
  • VIP: Customers whose total order value is in the top 10% of all of your customers spend to date
  • Repeat Customer: have placed 2 or more orders in the last 12 months.
  • Active Customer: have placed 3 or more orders in the last 3 months.
  • New Customer: have placed their first order in the past 3 months.

Segments will also be listed on the left-hand panel in the Customer View as pinned filters.


04 How will these Segments be added?


These segments will be applied to customers automatically and will be updated each time an order or a ticket comes into eDesk.

As Segments are based on the customer and not on individual orders/tickets, each row on the list can show multiple segments. For example, a customer in one row can be labelled as a VIP Customer and a New Customer if they fit both criteria.

05 Ticket view change


As part of the Customer View, you’ll be able to see additional information such as the Total Order Value, Segments and Customer Since, which is the date the Customer first made a purchase on the right hand panel inside the ticket.

 

Further Readings


If you would like to find out more about Ticket View, click here.
To find out more about Ticket insights, click here.