Evaluate all of the customer's interactions on a single timeline.
The holistic customer view associates phone calls, store visits, web browsing, email, quotes, orders, and service records with the same customer.
This feature allows the telesales representative to continue a transaction that the customer initiated on another channel without needing to request further information.
Timeline
Incoming and outgoing calls
Email, SMS, and digital interactions
Offers and orders
Payment and delivery events
Appointments and tasks
Complaint, return, and resolution records.
Permission and preference changes
Identity matching
Different phone, email, or channel records of the same customer should be combined using reliable matching rules to prevent the wrong people from being combined into a single record.
Representative work area
Finding customers from the number that called.
Verification if there is more than one possible record.
Important warnings and open transactions
Summary of the last meeting
Create a quote, order, task, or complaint with a single click.
Data currency
The client view should receive up-to-date data from back-end systems. Delayed or conflicting information should be clearly indicated, and the authoritative primary source should be identified.
Don't try to get to know the customer again with every call; carry over previous interactions into the conversation in a safe and meaningful way.