Managing Customer Profiles

Objective:

Managing customer profiles helps streamline your communication and ensure personalized, efficient service. By keeping track of key customer details such as contact information, chat history, and pet data, your team can offer tailored recommendations and provide a better customer experience. This guide will help you access and manage customer profiles so that you can maintain up-to-date, relevant information for all your customers.

Access & Manage Customer Profiles

1. When a new contact is added to the dashboard, a customer profile is automatically created in the Contacts tab.
2. To view and manage a customer's profile:
   • Go to the Message Center and select Contacts.
   • Search for the contact and click on their name.

Customer profiles are made up of three sections:

1. Relationship Summary

• The Relationship Summary section provides context about how the customer was added (e.g., text, Facebook, Google) and the last date of activity with the customer.

2. Personal Information

• Add or update the customer's email address, phone number, and pet information.
• If created through Facebook or Google, their name and profile photo are imported. If added via text, their phone number and name will appear.
• To categorize contacts:
  • Click Add Contact to Group(s).
  • To create a new group, click Create Group, enter a name, and click Add Group.
• Adding Pet Information: Click Add New Pet to create or manage pet profiles.
  • To remove a pet, click the red X on its card.
  • This helps your team make informed recommendations.
• Click Update to save any profile changes.

3. Conversations

• The Conversations section displays the full chat history with that customer.
• You can also send new messages here to maintain a continuous, informed conversation.

Keeping your customer profiles complete and current ensures stronger relationships, smoother communication, and more personalized service.

Need Help?
If you have any questions, please contact us at Support@NextPaw.com.