There are several reasons you might want to view or edit a customer profile. To effectively manage the information, we will break down the ‘Customer Profile’ into manageable sections.
How to open a customer profile
To begin, you can open a Customer Profile by searching for a specific contact. Click on the ‘person icon’ next to the name of the individual you wish to view or edit.
Opt-In Statuses
This action will open a new window. First, let’s focus on the icons located in the upper right corner, then we will examine the Customer Profile window on the left side of the screen.
In the upper right corner, you will notice two icons featuring green checkmarks. These indicate the Opt-In status of the contact. A green checkmark signifies that the contact has opted in for both SMS and email communications. If you click on either of these icons, you will be presented with the option to opt them out. Conversely, a red circle with a line through a bell indicates that they are opted out.
Edit a Contact's Information
To make adjustments to the profile, you can also select the ‘Edit’ button in the Customer Profile window on the left. For instance, you can manually update fields by clicking the ‘Edit’ button in the upper right corner, scrolling to the ‘SMS On’ field, selecting your preferred option, and then saving your changes. If you decide not to apply any updates, you can choose ‘Clear Changes.’
You have the flexibility to edit any of the visible fields, change existing entries, or input new information. If you scroll to the bottom of the fields list in the Customer Profile window, you can add additional fields. By clicking ‘Add a field…’, you can browse through the available fields for the account. Once you select a desired field, it will be added to the Customer Profile for easy access.
If necessary, you can also create a new field and add it to the profile using the same method for adding additional fields. For more details on how to add a field, click here.
Contact Indicators (Stats)
In the lower half of the Customer Profile window on the left, you will find various calculated statistics. Most of these statistics are straightforward.
The ‘Current Bucket’ is determined by the RFM Score, which measures a customer’s shopping behavior based on the recency of their last purchase, the frequency of their purchases, and the total monetary value of their purchases.
- Customer Since: Displays the date the contact was created.
- Total Purchases or Check-ins: Indicates the total number of purchases made by the customer.
- Loyalty Cash: Shows the amount of redeemable cash or points available to the customer.
- Current Bucket: Categorizes the customer into one of five possible buckets: Loyal, Promising, New, At-Risk, or Lost.
- Last Purchase: Provides the date of the last purchase and how long ago it occurred.
- Total Revenue: Reflects the total revenue generated by the customer to date.
- AOV: Represents the Average Order Value.
- RFM: Refers to the score based on Recency, Frequency, and Monetary Value.
Customer Support
If you need help or need assistance determining next steps, please contact our Customer Support team by phone at 888.605.4429 or email at success@patchretention.com.