You can add comments to customer accounts to document important information, preferences, or interaction history, helping provide personalized service and maintain institutional knowledge. This improves your retail operations by capturing customer context, with properly maintained account comments typically enabling better customer service consistency and more personalized interactions across staff members.
Understanding customer account comments involves recognizing comment visibility, historical tracking, and service enhancement opportunities to help retail operators focus on the right customer knowledge management activities, ensuring your retail strategy consistently drives better service personalization and customer satisfaction outcomes.
Using Back Office you can track notes against your customer account for interactions, for example, if you've discussed their account on their phone.
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Navigate to Customers > Customers
- Use the Filters to search for a customer
- On the search, results tab click the Contact icon in the Function column (the head icon)
- The Contact Details page will be displayed, with details populated from the Customer account
- Enter the details as per below (some fields are self-explanatory and not included below)
- Click Save Changes
- Select your name from the Person ID field (the person entering the comments)
- Select the Outlet
- Enter notes in the Contact Details section
| Field | Description |
| Contact ID | A unique reference for the comments; this will be automatically updated once the Contact Details are saved |
| Commencement Date | The date of the notes |
| Order ID | If the comments are related to an Order |
| Person ID |
The first box is used to filter the second box by:
- All Users
- Active Users only
- Inactive Users
The second box contains individual user accounts, select the employee name of the person entering the comments.
|
| Outlet | The outlet where the notes were entered |
| Contact Details |
Enter comments into this field.
To resize the field to make it easier to view comments, click the striped lines in the bottom right-hand corner and drag it downwards
|
| Contact Method |
How the customer interaction occurred:
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| Next Contact Date |
If the customer requires follow up action select the date of the next contact by clicking on the entity (Day/Month/Year) and selecting a value.
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