Managing Customer Details
Buzzeasy attempts to associate customer records to the tasks you work on as best as it can. Sometimes you might want to update, replace or add customer records by hand.
Whenever a task is active, the Customer Data panel shows up in the work area – or can be made visible using the small "+" icons at the right and bottom edges.
The Customer Data panel contains the Customer Details section, which has a couple of features to help you.
Engaging a customer in lookup
You can initiate ad-hoc outbound conversations while in Lookup mode by clicking the available phone or email icons in the respective customer data fields.
You can also trigger the script that is associated to your Workspace or schedule an outbound call to a designated date and time using one of the available phone numbers.
Edit customer details
You are free to modify the customer properties at any time you see the Edit option in the Customer Data panel.
On top of the First, Middle and Last names, you can modify the Email Address, and can add any number of Phone Numbers.
Marking a Phone Number as Preferred will set that one as the default for callbacks.
Swapping and merging
You can swap the customer Buzzeasy associated to the active task, or merge it with another record:
While engaged in an active task, click the *Close Customer Data' link, to see the full list of customer records available to you.
Use the generic filter button, or type the first few characters of the name, email address or phone number of the target customer to zoom in on your target entry.
Click the card of the proper customer entry. The Customer Data shows up for this customer, including their activity history. Crucially, the buttons Swap and Merge show up as well.
Select the action you need. The previous customer record the system associated to the active task is either swapped or merged with the one you found.
Adding a new customer record
You can add a new customer record while in Lookup or during an active conversation.
To add a new customer record while engaged in a task, click the Close Customer Data link to have the customer list show up.
To add a new customer record with no active task, enter Lookup mode, select an optional Agent Workspace to have the customer list show up.
The Create customer button is at the right of the search field above the customer list.
Click Create customer. An empty Customer Data panel opens up. Fill the various fields for the new record.
When done, click Save contact. The new record is saved (with an empty Activity History).
In case you are in an active task, you can now perform swapping or merging to alter the customer record of that task.
Schedule a callback
In case your administrator configured it, you can click the Schedule call button in the Customer Details section while in Lookup or during an active task.
Click Schedule call. Additional fields show up to configure the callback request.
Select the designated callback campaign from where the callback call will be initiated.
In case of multiple phone numbers, select the one you'd like Buzzeasy to call the customer on.
Specify the date and time of the callback.
Click Schedule. A message shows up confirming the callback request has successfully been filed.
In case there is a callback set to this customer using this phone number, a warning message shows up. You might wish to renegotiate the callback details with the customer in these cases.
Next steps
- Read up on the Activity History
- Learn all about the Directory