Tracking Customer Interaction History in Getfly CRM

Tracking Customer Interaction History in Getfly CRM Getfly CRM enables businesses to store all interaction histories with customers, including exchanges, calls, emails, and SMS. This feature allows easy access to past interactions, helping businesses stay informed and continue managing customer relationships effectively.

1. Exchange History

Recording the details of exchanges with customers is essential to ensure that information is preserved, easily retrievable, and can enhance customer service quality, improve sales processes, and foster strong customer relationships.

To record an exchange, go to the Exchange tab and click Send.

Important Notes:

Record the details immediately after the conversation ends, ensuring that the information is updated and customer data remains secure.

Write clearly and accurately, using straightforward language to document the interaction.

2. Internal Coordination and Tagging (#key)

When updating exchange histories, it's beneficial to use keywords for tagging important information, making future data retrieval more efficient. For example:

#tele: Use for notes related to phone calls.

#tuvan: Use for notes related to consultations.

#cskh: Use for notes about customer care activities.

In addition to using keywords, Getfly CRM offers other features to help manage exchange histories effectively:

Attach Documents: Attach relevant documents directly in the exchange section.

Tagging: The tagging feature allows for quick communication with team members. By tagging someone’s name in a comment or note, they will receive a notification and can confirm reading the message by ticking a checkbox.

Filter and Search: Use filters and the search function to find specific information (by employee, status of unread/read/deleted comments).

Check-in: Getfly CRM uses Google Maps to track the location of employees when they check-in, displaying the check-in location below the exchange details, so you can easily monitor team activities.

Important:

The file upload limit per transaction is 20MB, with no total document storage limit.

3. Adding Viewers

Currently, the system allows you to view only the customers assigned to you. However, if you need assistance or support, you can add additional viewers to a customer profile:

In the Related People section (on the left of the screen), you’ll see the employees who have permission to view this customer’s data. To add viewers, click the + icon to select more employees, and then click Add New to finalize the process.

You can also add viewers to multiple customers at once by accessing the Customer List screen:

Select the customers you wish to add viewers to.

Check the Viewer box and choose the employee accounts you want to add as viewers for the selected customers.

Important: You must have editing permissions to add viewers.

4. Customer Feedback

The Customer Feedback section within Getfly CRM helps you collect valuable feedback and ratings from customers through the C3S customer loyalty platform that your company owns. This feedback can provide insight into customer satisfaction and help refine your business strategies.

5. Transactions

The Transactions section under the customer details tab in Getfly CRM records all transactions with the customer. This includes the following information:

Revenue Statistics: View the customer's revenue over the year, displayed in a graphical format.

Orders: Add new sales or purchase orders and manage all related orders for the customer.

Products: Manage a list of frequently purchased products or products provided (if you use the Supplier module for purchasing).

Contracts: Add sales contracts for customers or purchase contracts from suppliers.

Emails/SMS: Manage all emails/SMS sent to the customer and add new communications.

Calls: View the call history if you have integrated an automated call center system.

Documents: Upload and manage documents related to the customer.

Quotations: Add and manage all quotations provided to the customer.

6. Appointments

The Appointment section allows you to manage all tasks related to a customer, including:

Adding new tasks.

Searching by task status.

Searching by the person assigned to the task and task type.

7. Opportunities

In the Opportunities tab, you can see the opportunities related to the customer, including:

Which campaigns the customer is involved in.

Who is responsible for the opportunity.

The current approach or stage of the opportunity.

You can also quickly add the customer to a campaign in this tab.

8. Automation

The Automation tab tracks all automated actions applied to the customer. The system will log activities triggered by specific actions such as:

The customer’s first entry into the CRM system.

Changes to customer information.

Changes to customer relationships.

Customer referrals.

Changes in loyalty points or rewards.

9. Referrals

In the Referrals tab, you can see a tree diagram of customers referred by this customer, along with details such as:

Name, Status, Revenue, and Creation Date of referred customers.