How to get there
To get a view of some suggested steps to take with a particular customer, you can navigate to a customer page and click on the check box icon.
To get to a customer page, you can click on their name from the Latest News area, or by selecting Customers from the menu in the top right then selecting a specific customer from the list and clicking Read More.
How to interpret
This page provides you with a series of steps you could take to improve this customer's experience. You can use the Share button at the bottom to either copy the text or open your mail provider and email it.
We restrict the list to focus on recent and high priority events so you may not see suggestions relating to things that are lower priority.
We try to limit the suggestions to a manageable amount but there may be more to do here - you can derive your own recommendations by reviewing the Summary and Conversation History pages.
Do what's right for your customer! We base these suggestions on what we see in your data but there will obviously be things outside of this going on as well, so combine our action plans with what you already know about the customer for a recipe for success.
You may want to also consider more holistic solutions to a problem - if there's a theme of issues across multiple customers, it could be that it's better to roll out a companywide solution. The best way to find out if this is the case is simply to use search, e.g. "are we seeing issues with <topic> across multiple customers?"
💡Tip: If you think you have important data in other sources, this can be really valuable for being able to provide you with the clearest picture of trends and action plans - see here for more information on what other sources we can ingest.