Learn more about your customer

So far, you have reviewed three different ways you can access information to learn about your customers and their previous interactions. Here are  examples of how an agent might use this information. 

Example 1

Let’s say you’re a B2C dealing with a customer who requested a refund for their recent order (Figure 7). Being able to go into the customer profile to review their interaction history and past tickets requesting refunds could help you determine whether their request(s) may have got lost. 

Figure 7. Customer context example 1

Example 2

Perhaps you believe you have come across a duplicate shipment request from the same user (Figure 8). Going into their user profile and confirming whether or not a shipment request already went through will save you valuable time and allow you to get back to your customer in a more efficient manner. Maybe you will find that it is common for this organization to put in two requests right after each other, and might not need to do any more follow-up on the issue. Whatever your need, having access to past tickets and ticket events can help you when moving tickets through their life cycles.

Figure 8. Customer context example 2