--- title: "Customer Profile" canonical: "https://red-ant-documentation.refined.site/space/RET/378503561/Customer%20Profile" format: markdown --- > Macro (toc) ## Overview The customer profile provides a single customer view, unifying data from all third-party touchpoints, to create one rounded profile. ## Customer Snapshot The customer snapshot displays key information about the customer in a concise view. The information displayed here includes: - Customer name - Loyalty tier - Total spending this month, this year, and lifetime (segmented by high-level product categories) - Latest activity, with the option to view all activity - Latest purchases - Clicking on a purchase will navigate the user to the order detail page - [Recommendations](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/378503561/Customer+Profile#Recommended-Products) - Clicking on a product will navigate the user to the product detail page - [Wishlist](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/378503561/Customer+Profile#Wishlist) - Clicking on a product will navigate the user to the product detail page. ### Customer Actions Sales associates have quick access to a set of customer “actions”: - **Follow/Unfollow**: add or remove the customer from their [client list](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/380141650/Client+Book+V1#My-Clients) - **Message**: send a message to the customer - **Follow-up**: create a [follow-up reminder](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/33980417) associated with the customer - **Forget me**: anonymise customer record (this cannot be undone) - **Add customer to basket**: associate the customer with the basket > ℹ️ Customer actions are also accessible via the full customer profile. > 📝 The option to ‘Follow-up’ action is **not available in Notifications V2**. However, customer attachments functionality will be coming soon in **Task Management**, providing a way to track related actions and notes. ## Full Customer Profile From the customer snapshot, the sales associate can navigate to the full profile where they will have a complete picture of the customer record, including: - Personal details - Customer details & preferences - Notes - Loyalty - Appointments - Communication Options - Messages - Recommended products - Wishlist - Waitlist ### Personal Details The personal details section includes all personal information captured at the point of registration, this includes: - Title - First Name* - Last Name* - Email* - Phone Number - Address Line 1 - Address Line 2 - City - County - Country - Postcode - Date of Birth - Registered Store (the store where the customer details were originally captured) The information captured within this section can be passed into the checkout to streamline the process of processing orders. ![image](media://a9ebc25e-a9ba-49fa-a47e-75a22d06b549) > ℹ️ The data captured within the profile and any subsequent updates made can be synchronised with the retailers CRM to ensure the CRM remains the system of record. > 📝 The structure and presentation of the personal details section can be configured based on the needs of the retailer. > ⚠️ All personally identifiable information (PII) is anonymised in the event the customer record is anonymised via the “Forget Me” customer action. ### Customer Details & Preferences The customer details and preferences section can include custom fields to capture information about the customer that drives purchasing decisions. This could include their likes, dislikes, motivations, sizing information, allergy requirements etc. The information captured within these fields are surfaced during [in-store and virtual consultations](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/34668545), so they can be referenced by the sale associate to help aid product suggestions and conversion. ![image](media://4f953b1f-8893-4974-b8d7-2b7fd33e12a0) > 📝 The fields can be configured based on the needs of the retailer. ### Notes The notes section allows sales associates to create and store notes against the customer profile. This can be used to house useful clienteling information about the customer that can be referred to by collegues when the customer next visits their store. Against each note, you will see the name of the person who created the note (including their role), on what date/time the note was created, and the store they were logged into at the point the note was created. ![image](media://a750a569-398e-415d-9c17-d749e453b3b1) > ℹ️ Only the person who created the note can edit and delete the note. > ⚠️ All notes are anonymised in the event the customer record is anonymised via the “Forget Me” customer action. ### Loyalty The loyalty section provides the sales associate with an overview of the customer's order history, loyalty tier and lifetime spend. > ℹ️ Subject to the needs of the retailer and its loyalty program, this section can be configured to include additional loyalty information. For example - number of loyalty points, points expiry date, [credit on file ](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/1447165953)etc. All of the customers orders that have been placed through RetailOS will be displayed within this section. Before clicking into the [detail of the order](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/34045953), the sales associate has a view of: - The date on which the order was placed - The order number - The type of order (e.g. standard, consultation, referral) - The number of items within the order - The total order value - The status of the order (e.g. awaiting payment, complete etc.) ![image](media://8d4cc9af-9490-421e-a88e-565be36028d1) > ℹ️ Historic orders (or orders placed outside of RetailOS) can be incorporated into the customer profile. Either by fetching these from an external source (e.g. Salesforce) when the profile is loaded or via an import using our orders endpoint. The data from historic orders will only be reflected within [Retail Analytics](https://redantdigital.atlassian.net/wiki/spaces/~162819045/pages/33849345) if the order is stored within our orders database table. ### Appointments The appointments section displays all upcoming and previous (in-store and virtual) appointments. Appointments are broken into 3 sub-sections: - **Today's appointments** (any appointments scheduled for today) - **Upcoming appointments** (and future appointments) - **Previous appointments** (any appointments that occurred in the past) Selecting an appointment will display a summary of the appointment information, including: - Consultation type (in-store / virtual) - Service information - The customer name (including a link to their profile) - The date and time that the appointment was scheduled - How long the appointment was scheduled for (e.g. 30 minutes / 60 minutes) - The customer's contact telephone number - The calendar the appointment was booked in - Booking information - Which sales associate the appointment was with (with the option to re-assign the user) - Option to copy the customers' consultation link (virtual consultations only) - Appointment notes - A list of products that were added prior to the consultation start Within the appointment summary there is also an option to ‘Save Appointment’ (if any changes have been made) or ‘Cancel Appointment’ if the customer has decided to re-schedule or postpone their appointment. > ⚠️ Only appointments displayed under the ‘Today’s Appointments' sub-section can be started. > ℹ️ More information on appointments / consultations can be found [here](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/34668545). ### Communication Options The communication options section houses all of the customer's marketing preferences, information on how they would like to be contacted, and their preferred language for communications. ![image](media://4932cd0a-7f85-44a2-811f-b8ea0c00649d) #### Preferred Language By collecting the customer's preferred language, sales associates can use this information to ensure they are communicating to the customer in a language that they can understand. This can also be used to define what language the system-generated emails (e.g. order confirmation, consultation summary) are sent in. > ⚠️ By default, all [messaging](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/33914881) and system-generated email templates are created in English. If templates are required in different languages these will need to be set up upon request. #### Marketing Preferences This defines the type of marketing the customer is happy receiving. If we’re connected with the retailer's CRM, this information can be used to segment customers into audiences, ensuring that any mass outreach (e.g. via the likes of Mailchimp or similar) is targeted at a specific sub-section of their customer base. Marketing preferences include: - General Marketing - Store Updates - Third-Party > ℹ️ Selecting ‘Store Updates’ allows the customer to select which stores they wish to receive updates from. #### Marketing Channels The customer's communication channel opt-ins define how the sales associates are permitted to contact the customer. > ℹ️ Information on how the customer can opt-in / opt-out of each communication channel can be found within the respective pages: > ℹ️ > ℹ️ - [Email Messaging](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/228032537) > ℹ️ - [SMS Messaging](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/240222233) > ℹ️ - [WhatsApp Messaging](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/294158367) ### Messages The messages section displays the latest message sent or received by the customer, with the option to view the full message history between the customer and all sales associates. The latest message will display the name of the sales associate who sent/received the message, the date/time the message was sent, and a short summary of the message. > ℹ️ More information on the messaging functionality can be found [here](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/33914881). ### Recommended Products Sales associates can curate a list of recommended products for each customer. Products can be added from the catalogue, from [Inspirations](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/33914888), or manually uploaded. ![image](media://9433cce2-b6ef-4c01-8532-4b81453a932a) > ℹ️ RetailOS can be integrated with the retailers preferred recommendation engine. ### Wishlist Sales associates can curate a wishlist on behalf of each customer. Products can be added from the catalogue, from [Inspirations](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/33914888), or manually uploaded. When products are added by the sales associate during a [Virtual Consultation](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/114556979), the customer can choose to add and remove items from their wishlist. > ℹ️ The RetailOS wishlist can be synchronised with the customers wishlist stored in the retailers e-commerce site. ### Waitlist The waitlist includes any products that the customer is interested in purchasing that aren’t currently available (for example, if the product is out of stock, not currently available for purchase in their country etc.). However, it can also be used by sales associates to curate a list of high-value customers whom they wish to contact about an upcoming product launch as a way to encourage them to come in-store. > ℹ️ More information on the product waitlist can be found [here](https://redantdigital.atlassian.net/wiki/spaces/RET/pages/345899136). ### GDPR Compliancy If a customer is inactive for up to 3 years, i.e. there has been no recorded activity against that customer in the 3 years since the last activity took place, their data will be automatically anonymised (this process takes place at 00.00AM).