Customer Fields
Using the customer section in the right hand side bar, you can see various details about a customer which will help you in effectively answering customer queries. The right section in the CRM acts like a single source of truth of all the customer activities.
In the customer fields section you can access the following details
BIK specific customer details.
Shopify specific customer details
View and manage customer tags
Order history
Freshdesk tickets of the customer (if it is integrated).
Accessibility of Customer fields from Helpdesk:
Navigate to Helpdesk in BIK dashboard.
Look for the right panel.
Select the Customer chat you need.
Click on Customer icon in the right panel.
Customer Fields Details:
Customer details:
Here, you can find the basic customer details like Name, phone number, email and Address, if any of these details are not added, you can edit the details from Helpdesk itself.
View more details will take you to the Customer details page where you can find all the customer details.
Customer Tags:
Here you can find the tags added against the customer from shopify or BIK dashboard, you can also add new tags from here
Shopify Search:
Here you can search for shopify customers using their name, phone number or email.
If the customer details are found in the shopify it will display those details without searching for it
The shopify CTA buttons take you to the shopify site when clicked
Order history:
Here you can find all the order history of the customer, you can search orders using the order name.
Click on the order name drop down to find more details about the order, where you can find
Order related CTA buttons to cancel, edit, return and duplicate orders
All order related information like number of products, shipping cost, order cost.
Shipping address.
Product details along with images.
You can view / send the tracking link to the customer related to that order
Third party tickets
If you have fresh desk etc integrated then you can also see the tickets created on fresh desk in this section. You should also be able to create tickets on fresh desk from here.
FAQs
1) Can I add/edit customer details from customer fields in the Help desk?
Yes you can edit or add customer details from the customer field of helpdesk.
2) What is the difference between customer details and shopify customer details?
Customer details shows basic contact details like mobile number, email and address where as shopify details show order count, total order value and when did customer acquired details
3) Can I create new customer tags from customer fields?
No, you can’t create new customer tags from customer fields, you can create them in settings and add the tags to customer from customer fields
4) Can I modify orders from customer fields?
You cannot directly modify the orders from customer fields, but you can find CTAs which will take you to the shopify site to modify
5) Can I add the address of a customer from customer fields?
Yes, you can add address of the customer from customer fields, However you need to fill all the details and you cannot save partial information
For further assistance or to raise feature requests related to customer details, please contact [email protected]