Customer management with CRM

The main CRM asset is customers’ data. In the CRM app each customer is represented by an entry called contact.

In Webasyst CRM you can view information not only about customers but about your staff, too; e.g., therefore all such entries in common all called “contacts”.

To manage customers’ contacts, use the Contacts section.

Contact profile

Click on a customer contact’s name to view their profile, i.e. a page with all contact’s details.

At the top you can see main contact data. If you click on an email address or a phone number you will be able to send a message to the contact—by email or SMS.

To send SMS first set up connection to an SMS provider (complete steps 1–3).

For each customer you can select a responsible user who must be in charge of dealing with that specific person or company.

If necessary, set up access for your CRM users who must be able to work with this customer.

To change the customer details, use the Edit link.

Under the top bar on the profile page you will see tabs with extra information. Additional tabs are added by the apps installed in your Webasyst backend.

Actions on contact lists

In the Contacts section you can select one or more contacts using check marks.

For selected contacts several actions are available:

  • add to segments,
  • export to a CSV file,
  • merge several contacts to one customer profile,
  • delete,
  • assign tags,
  • select a responsible user.

Selecting contact groups using the “Selected contacts” list

If you have quite a few contacts then their listing is broken into several pages and you can see pagination links at the page bottom.

If you need to select contacts visible on several pages to perform some actions on them, e.g., on the 1st, 3rd, and 7th pages, you can do it as follows:

  1. Select some contacts on one page.
  2. Open another page and select other contacts there.
  3. Open other pages and select the rest of the contacts that you need to work with.
  4. Once finished selecting contacts, open the Selected contacts list. Here you will see all contacts which you selected on different pages.
  5. To execute some action on them, select these contacts with one common check mark or with individual check marks next to each contact and select the desired action link at the top.

Contact segments

A segment is a list of contacts on which you can perform some marketing actions. For instance, you can select a segment to send a bulk email message to all contacts in that segment. Read about setting up segments in CRM.

Assigning tags to contacts

Sometimes you may find it useful to associate contacts with certain ideas or actions which are specific to your business. For example, you may want to include some customers in a group of highly loyal ones and some others in a “black list” to immediately see a customer’s status every time you start working on that customer.

You can accomplish this by using tags:

  1. Select any contacts in a list.
  2. Click on the Tags action link.
  3. Type or select the desired tags in the pop-up dialog.
  4. Click on Assign.

You can also assign tags to an individual contact on their profile page by using the Assign tags link.

The list of assigned tags is displayed on the profile-viewing page.

To view the list of all contacts associated with a certain tag, click on the tag name:

  • in a customer’ profile,
  • or in the tag cloud in the Contacts section.

Contact classes

You can set up CRM so that each user can access only a limited set of contacts. This can be achieved by means of contact classes. You can view the list of available classes and contacts linked to each of the classes in the Contacts section.

Read about setting up access to contacts using contact classes in CRM.

Selection of a responsible user

For any customer you can select a responsible user who must be in charge for working with that specific customer.

You can do it:

  • on contact profile viewing pages,
  • in contact listings.

To view the list of all contacts assigned to some responsible user, click that user’s name in section Contacts → Responsibles.

Merging customer profiles

During your work with the customer database it may turn out that one customer has several profiles. For convenient work it is usually recommended to merge multiple customer profiles into one so as to allow you to view all customer-related information on one profile page. Read about merging contact profiles in CRM.

Importing contacts

If you used to store your customers’ data in a different system, or a spreadsheet file or online document, then you can quickly transfer them to CRM using the import feature. You load all data once to CRM and it automatically creates all necessary customer profiles. Read about importing customers’ data to CRM.


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