Keep track of your customers
Every time a customer sends you a Mail message, attempts to speak with you or successfully connects with you via call or chat, they will be added to your My Customers List. The My Customers page allows an advisor to see a list of all the customers that an advisor has interacted with on Keen and key information about the relationship between that customer and advisor.
The My Customers page is sortable and provides all the important information an advisor needs to know about their customers at a glance, such as last contact date, type, and earnings, number of calls, chat and paid mails, lifetime spend with that advisor, and which customer list they are on. Below are some tips for how to get the most out of this tool:
A great way to organize your customers is by using the Customer List feature. This feature allows you to organize customers by a specific grouping (perhaps your customers who prefer call and those who prefer to chat, or your top spenders with others you speak to periodically). Once you have your lists organized, you can also send Keen Mail messages to specific lists at a time.
Add a nickname
Once you start speaking with lots of customers, it can be tough to keep track of all of their details, especially when they use our auto-generated names. To help make things easier, you can give each customers a “nickname” which will appear in addition to their username when they contact you. Customers can’t see their nickname but you will and it’s a great way to personalize your greeting with someone rather than asking them for their name each time.
In addition to showing transactional details about each interaction in the My Customers page, advisors even have the ability to write notes about how the conversation went. On each Customer Details page, there is a section where you can write Key Notes which is the information about this customer that may not change often (such as: Sally is worried about her job prospects). The Notes History section is more of a periodic update (such as: Sally has an interview next Monday). This is a great way for you to set reminders for yourself on when to follow up with a customer. If you update the Notes History for a customer regularly, you will be able to see a timeline of your conversations.
We recommend you take a few minutes after every reading to update some information about your reading and this customer while it’s fresh on your mind. You can even write notes about your reading during your live chat session when you’re waiting for them to reply.
When to block
Within the My Customers page, you will see the ability to block a specific customer. Advisors (and customers) have the ability to block each other and this will prevent further contact from the other user again. A consistent complaint from customers to Customer Service is the failure to reconnect with advisors because they found out they were blocked by the advisor they wished to speak with. While we recognize that blocking is an important tool to prevent harassment, we recommend that you use your best judgment when blocking customers on Keen. Please note that harassment is not tolerated on Keen so we ask that you contact us to report any situations that may be harassing in nature.
If you need to clean up your lists to remove customers who you don’t speak with often, we recommend you utilize the archive list. This will remove the customer from your All Customer view without blocking them from contacting you again in the future. This will help a customer who may have taken a break from psychic readings come back to you in a year or two to give you an update on how things are going.
|Use Customer Lists to keep your contacts organized|
|Add a nickname to each customer to remember them the next time you speak|
|Take notes while the conversation with your customer is fresh in your mind|
|Clean up your Customer Lists periodically by archiving inactive customers|