Customers

Overview

Customers list is a single place where you can manage your customer records as well as blacklist certain parts of records or a record as a whole.

By default Customers list shows the list of customers who were ever imported to VoC Feedback via an Import file. Please note that once an import is made the record of the Customer is permanently stored even after you delete the related Questionnaire created as a result of the import. However, the logic of reassigning Customer ID is still applicable for future imports. For more information on Customer ID, please see this article.

Customers list

When entering Customers list by default you're presented with the following screen:

All customer lists are sorted in the descending order by the internal Customer ID value.

Main table

This table consists of 6 columns:

Dropdown filters

In the top you can see the dropdown menu which filters the list according to which entries are blacklisted:

Example of Blacklisted customers list

In this example customer record with and External ID "Demo" has an email address "user@example.org" tied to it.

Customer clicked the Unsubscribe link when they were offered an invite from Survey called "Support Tickets Feedback" which can be seen in the Survey column.

This customer is fully blacklisted.

Example of Active customers list

Here you can see a list of customers added to the Customers list recently:

Example of Partly blacklisted customers list

In this example you can see two customer records:

1. Customer record with the Customer ID 5004 has an email address example@sandsiv.com tied to it.
   
   This customer is only blacklisted by their email address which means that if the customer is imported with the same External ID and a new email address then that new address will be tied to External ID 5004 and an invite will be sent out.
   
   If this Customer ID is imported to an SMS or IVR channel the phone number will be tied to their customer record and an invite will be sent out too.
   
   
2. Customer record with the Customer ID newcustomerid1 has an email address example123@example.org and a phone number +41431234567 (same number for both SMS and IVR channels) tied to it.
   
   This customer is only blacklisted by their phone number in SMS and IVR channels. If you import this customer to an SMS or IVR channel then the questionnaire will not be created and "Customer is blacklisted" message will appear next to the relevant row in the import log file.
   
   If this Customer ID is imported to an SMS or IVR channel with a new phone number then that number will be tied to the existing record and an invite will be sent out.
   
   If this Customer ID is imported to the WEB channel the invite will be sent out.

Search bar

In the top right corner, you can see a search bar. It searches by customer's email address, phone and Customer ID.

Note: The search functionality requires you to provide either a full match of the value or a partial match with specific rules. The following logic is applied:

• abc - will match all values which are equal to abc
• abc* - will match all values which begin with abc
• *abc - will match all values which end with abc

Edit customer record

Next to each customer record there is an Edit button. When you click it a popup similar to this one will show up:

This window allows you to perform multiple actions with the record:

• Blacklist customer record either by Email/Phone or by Customer ID. To blacklist/unblacklist a certain value click the relevant checkbox.
  Note: Blacklist by Customer ID functionality is called Add customer to blacklist.
• Tie a new Email to existing Customer record by clicking the Add new button.
• Tie a new Phone (SMS channel, IVR channel or both) to existing Customer record by clicking the Add new button.

You can also blacklist a newly tied Email/Phone right after you've added it by ticking the relevant checkbox.

Add to blacklist

In the top right corner right under the search bar you can find Add to blacklist button.

When you click it the following popup window will appear:

The behavior of this window is the following:

• If you only provide the value of Customer ID then the customer will be blacklisted by Customer ID.
• If you provide Customer ID as well as an Email/Phone value then if the provided value isn't tied to the customer then it will be tied to the customer record referenced by Customer ID and then Customer ID and provided value will be blacklisted as well.

Note: Currently it is only possible to provide a value for the email/phone that isn't already tied to the customer because these fields require unique values that don't exist in the database. Instead, you can search for the customer by these values and blacklist the customer record in the way mentioned above.