The Customer Profile Page in BeDesk provides a comprehensive view of each of your customers, centralizing their information and interaction history. This allows you and your support agents to have a complete context of the customer, enabling you to provide personalized and efficient support. This article will walk you through the various sections and functionalities of the customer profile page.
At the top of the page, you'll find the customer's essential information for quick identification:
Profile Picture, Name, and Email: The customer's avatar, full name (e.g., Mr. Gabriel Block), and primary email address (e.g., customer@demo.com) are prominently displayed.
The main body of the profile page displays a complete history of the customer's chats and tickets. This section provides a chronological view of all interactions, allowing you to quickly understand the customer's journey and past issues. For each conversation, you can see:
Status: The current status of the ticket, such as Open or Resolved.
Summary: A brief description of the customer's query, along with relevant tags like presales, onboarding, refund, payment, billing, feature, pricing, etc.
Assignee: The agent or department the conversation is assigned to.
Last Updated: The time elapsed since the last update on the conversation.
Request Date: The date the conversation was created.
The "Actions" dropdown menu, located at the top right of the page, allows you to perform several key actions related to the customer's account:
Start Conversation: Initiate a new conversation with the customer.
Merge into another user: If you have duplicate customer profiles, you can merge them into a single profile.
Suspend user: Temporarily suspend a user's account, preventing them from accessing certain features.
Delete user: Permanently delete a customer's profile and all their associated data.
The right-hand sidebar provides a wealth of detailed information about the customer, organized into several collapsible sections:
This section provides key information about the customer. Fields such as Timezone, Country, Language, and Phone are editable, allowing your agents to click on them and update the information to keep customer records accurate. Any custom attributes you create for customers will also appear in this panel. You can learn more in our article on Custom Attributes.
Timezone: The customer's local timezone.
Country: The customer's country.
Language: The customer's preferred language.
Last login: The date and time of the customer's last login.
Created: The date and time the customer's account was created.
Custom Attributes: Any custom customer attributes you have created.
Primary email: The customer's primary email address.
Add email: You can add additional email addresses for the customer.
Add tag: Add custom tags to the customer's profile for better organization and segmentation. This can be useful for tracking specific customer attributes or groups.
A free-form text area where you can add internal notes about the customer. These notes are only visible to your team and can be used to record important information or reminders.
This section provides technical details about the customer's device and browsing environment, which can be invaluable for troubleshooting technical issues:
IP address: The customer's IP address.
Platform: The operating system the customer is using (e.g., Linux).
Browser: The web browser the customer is using (e.g., Firefox).
Device: The type of device the customer is using (e.g., Mobile).
This section gives you insights into the customer's activity on your website or help center:
Visited pages: A list of the pages containing livechat widget the customer has visited.
Searches: A history of the search queries in the help center the customer has made.
This information can help you understand what the customer is looking for and proactively address their needs.