Customer 360 Console
Customer 360 Console provides a complete view of a customer profile. Data from numerous sources are aggregated to create the customer 360 profile, which provides a deep dive into customer status, segmentation, preferences, language, products and services, activities, sales history, payment history, profitability, contracts, case history, and more. To provide more insights and strengthen customer loyalty, metrics such as CES and customer sentiment are captured, in addition to NPS and CSAT. This key information supports the customer service agent during customer interactions.
All agents and supervisors can access Customer 360 Console. Refer to the following topics to know how you can navigate and access the customer profile from various consoles:
- Navigating-the-Frontliner-Workspace
- Navigating-Resolver-Workspace
- Navigating-Team-Leader-Workspace
- Navigating-Collaboration-Console
- Navigating-Service-Quality-Console
Overview of Customer 360 Console
The following image shows the different UI elements in the console's header:
The following table describes the UI elements on the console:
UI element | Description |
|---|---|
Dashboard | This option helps agents to find detailed customer information in graphical formats. |
Call from | Displays the name of the customer who called the agent. |
Recent survey result | Displays the latest scores that customer provides through surveys |
NPS | Displays the latest NPS score. Net Promoter Score (NPS) is the measurement of the customer loyalty and satisfaction. |
CSAT Score | Displays the latest CSAT score. The Customer Satisfaction (CSAT) score determines the satisfaction level of a customer with a product, a service, or an interaction with a support team. |
CES | Displays the latest CES score. The Customer Effort Score (CES) determines how much effort a customer must put to use a product or a service, or to resolve an issue. |
Customer Details
The following table describes all the customer details visible on the Customer 360 Console:
UI element | Description |
|---|---|
Customer ID | Displays the unique ID of a customer |
Name | Displays the full name of the customer |
Customer Segment | Displays which segment the customer falls under. There are 4 segments available: Gold, Silver, Platinum & Standard |
Nationality | Displays the nationality of the customer |
Customer Status | Displays the customer status, if it is an active, potential or lapsed customer. |
Customer Since | Displays the year since the customer first purchased the product/service |
Customer CLV | Displays the customer's lifetime value |
Primary Contact No. | Displays the customer's primary contact number |
Secondary Contact No. | Displays the customer's secondary contact number |
Preferred Language | Displays the customer's preferred language |
Preferred Contact Time | Displays the customer's preferred contact time during the day |
Preferred Contact Mode | Displays the customer's preferred mode of contact (email or SMS) |
Displays the customer's email id | |
Customer Type | Displays if it is an Individual and Corporate customer |
Social Media Status | Determines the social status of the customer. For eg. Influencer. |
Personality Type | Determines the customer personality type like Discount Customer, Referral Customer, Impulse Customer, etc. |
Address, State, City, Country & Postal Code | These fields display the current location of the customer |
Services/Products | Displays the customer's active and inactive services and products. |
Case History | Displays all the cases that a customer reports. It includes case details like Case ID, Case Status, Category, Customer ID, Summary and Case Nature. |
Interactions | Displays all channels in which the customer interacted with the company and the activities that the customer performed in each interaction. |
Payment History | Displays the payments that the customer makes. It also displays the invoice number of the payment and the month in which the payment was made. |
Sales History | Displays the purchases the customer makes, along with the product or service the customer purchases and the channel used to make the purchase. |
Additional Contacts | Displays the additional contacts that the customer provides; for example, a friend, a colleague, or a family member. |
Surveys | Displays the surveys the customer fills and the survey scores such as NPS, NPS Tag, CES, CSAT, and Customer Sentiment. The section also displays the type of survey the customer takes and the month in which they take the survey. |
Call Schedule | Displays the date and time the customer requested to service quality agent to callback. |