1 What information can I find in CRM panel?

CRM where you can find full information about customers saved in your database. Note that you must embed Synerise tracking codes on the website where you would like to monitor customer activity in order for the CRM module to work properly.

what-information-can-i-find-in-crm-panelWhen you select the CRM section from the left vertical menu, you get a list of six sections:  Date of last transaction, Smart lists, Smart segments, Last activity date, Created date, Tags, and Filters. In the middle of the page you'll find a list of your customers with their last date of activity, updated in real time.

3 What is marketing permission and how do customers unsubscribe from the subscription list?

Marketing permission is a confirmation that an individual agrees to the processing of his personal data. When you obtain consent to receive commercial messages, you can send marketing content to that person via email, SMS or PUSH notification.A customer can unsubscribe from the subscription list via a special unsubscription form. This form can be placed on a particular part of an email or text message, e.g. in form of hyperlink.

4 What do my customers’ profiles look like?

In the CRM module you can click on a customer's name to get into his full profile.On the left you get details like:
  • customer name
  • customer profile picture (often downloaded automatically from social media)
  • settings button
  • creation date
  • last activity date
  • campaigns which the customer receives (email, sms, PUSH, WiFi, BLE, RFiD)
  • tags he is assigned with
  • contact information like address, email, phone number, etc.
  • demographic data (gender, age, etc.)
  • websites (customer’s website, if applicable)
  • social media (links to customer’s social media accounts)
  • organizations (organizations in which the customer operates, if applicable)
  • technical environment (customer’s IP, browser and operating system, etc.)
In the middle of the page, you can see all customer Activities (online and offline) updated in real time. When you click on the Activities button at the top of the screen, you will see a drop-down menu with Tasks, Notes, Message and Scoring. To get to know more about this menu go to:What is the Activities section in the customer’s profile for?What can I do in the Tasks section in the customer’s profile?What is the Notes section in the customer’s profile for?What can I find in the Message section in the customer’s profile?What is the Scoring section in the customer’s profile? zmienionyc-screenYou can give and block particular permissions to customers. When you get to a customer’s profile, on the right side of his profile picture, there is a settings button. When you click it, you get a hidden menu - just choose the Subscriptions option and select the type of campaigns you want to allow or block for the customer.how-does-my-customers-profile-look-like

5 Can I edit data in customer’s profile manually?

Yes. Click name of the selected customer to get his full profile. Then click the Settings button on the right side of the profile picture. Select Edit profile from the hidden menu.

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Now you get a full list of editable fields with the customer's data. Enter the new data, change them or delete part of them. Then click the Save button in the upper-right corner, and the customer’s profile is updated.

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6 Can I manage customer fields (add or remove fields)?

Yes, you can do it in two places - in Synerise’s Settings or in the customer's profile.

In the first option, click the account button in the upper-right corner and select the Settings section from the hidden menu. Then select the Client attributes section from the left vertical menu. Here you get list of fields that describe a customer's profile. You can edit, add or delete chosen fields. For more information, check Is it possible to set additional fields which describe my customers?

In the second option, open the customer's profile and click the Settings button on the right side of profile picture. Select Edit profile from the hidden menu. You'll get a full list of editable fields with the customer's data and a list of added attributes (you can delete any of them). To add a new one, click the "Create new predefined field" button under the list. Then you will be redirected to the Synerise Settings page. To create a new customer field, go through the steps described here.

7 Can I manually add or delete a customer profile?

Yes. When you get to a customer's profile, on the right side of his profile picture you'll find a settings button – when you click it, you will see a hidden menu. Just choose the Delete option and the profile is removed from your customer database.

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To add a customer to the database manually, go to the CRM section and click the Plus icon above the customer list. You will get a full form to fill in with the new customer's data. Fill it in and click Save (on the upper-right side).

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8 How can I import a customer database from another system?

Go to the CRM section. At the top of the page, next to the Plus icon you will see the Import icon. Click it and a new window will open.

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First you need to browse for the right CSV file. After you chose it you need to fill in all necessary fields in the form. In the Column delimiter fill in how the columns in your file are separated (with comma or dot), next decide if you want to skip some lines in your file. If you want to add a tag to the imported customers or add marketing agreements to them you can do it here.  Then click the Import button in the upper-right corner.

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In next step, you have to define your data to appopriate field.  On the left you have example of data which you imported. You need to assign columns to the field by selecting type of data from pull down menu. Then, click Import button at the right top corner of site.

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9 How can I export a customer database to a CSV file or to other systems?

Go to the CRM section. Select all customers whose data you want to export by clicking on squares on the left site of their names (you can select all customers using the square icon above list of customers). After making your selection, the Export icon will appear at the top of the page. Click it and choose the appropriate file format from the hidden menu. Exporting will then start automatically.

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Exported files will be ready for download in the Import reports tab in Synerise Settings. For more on this topic: Where exported CSV files are stored?

10 How to create smart list?

To create a smart list, first you need to create the proper group of customers. You can do it using filters, tags, creation date or last activity date from the left vertical menu, or you can select particular customers directly from the list. Check the chosen customers and then click the Checklist button on the top of the screen to save them in the smart list. screen-faq Give a name to the to new Smart list and click the Save button in the upper right corner. The new smart list is ready now and you can find it in the Smart List section (left vertical menu in CRM).  how-to-create-smart-list2  

11 Can I sort my database by a customer’s most recent activity?

Yes, you can. Go to the CRM section and click the Sort button in the upper-right corner of page. Done! Do the same once again, to get the reverse order. You can sort your customers with more parameters in the hidden menu that appears after clicking the Activity date button.

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14 How does Synerise collect my customer activity? What are the sources of the activity?

Synerise gets data about your customers’ activities from several sources. The first one is your website. You can integrate Synerise with Google Analytics to collect all information about visits and actions on the website, e-shop, etc.The second source is data from cookies files. When customers visit your website for the first time, Synerise collects data from cookies files when the customer consents and they are tracked with anonymity. We don’t have his full profile, but Synerise assigns him a unique ID number, making it possible to track activity history. When customers register in our database as dentified customers (e.g. sign up for the newsletter) and install your mobile application which operates with beacons and WiFi, we can track much more of their activities.Now it is possible to gather offline activities too. It could be information about visits in traditional shops, about reactions on push notifications, beacons and WiFi campaigns you send to your customers. This set of information is completed with other data acquired from the transactional system. This means you know the who, when, where and why did of every  transaction.If you want to know more go to the Synerise Data Sources

15 How do I create a new segment?

You can create new segment in three places - in Synerise Settings, in the CRM or in the Quick Menu.

If you want to create segments of customers in the CRM section, choose the special icon for segmentation at the top of the page. Click it and you will be redirected to the Synerise Settings page where you can configure the new segment. Detailed information on how to do it you can be found in Where and how can I manage all my segments?You can also create a new Segment directly in the Synerise Settings - just choose the Segments section from the left vertical menu. Synerise offers one more method of segments creation: you can use the Quick Menu feature. 

16 What is segmentation for?

Segmentation is a technique used to enable a business to better target its products at the right customers. It allows you to aggregate prospective buyers into groups (segments) that have common needs, interests and will respond similarly to a marketing action. Thanks to identifying the specific needs and wants of customers' groups you can use those segments to provide products and services which meet the needs of your customers and increase your efficiency.

21 What is the Date of last activity section in the CRM panel for?

This is where you can select customers who were active only in a specified period. Just enter the activity period you are interested in. You have two options: relative date and absolute date. To use the first option, choose a condition (More than...; Exactly...; Less than...) that you are interested in, and next just enter the number of days and your database will be filtered to match the search. To use the second option, choose a condition (After...; On...; Before...), and then select the desired date from the calendar or enter it in the DD.MM.YYYY format.

22 What is Created date section in CRM panel for?

Here you can select customers who were added to your database in specified period. You have two options: relative date and absolute date. To use the first option, choose a condition (More that...; Exactly...; Less than...) which you are interested in, and next just enter a number of days you like to. In a result your database will be filtered. To use the second option, choose a condition (After...; On...; Before...), and next select the desired date from the calendar or enter it in the DD.MM.YYYY format.

24 What are Filters in the CRM panel for?

This category lets you choose a specified filter which can be used to select a specific group of customers/leads you want to work with. You can apply filters to created segments or to database records. When you get to the CRM section, on the left side you'll find a vertical menu containing the Filters submenu. It contains a lot of ready to use filters, like Clients, First name, Last name, City, Region, Zip code, Company, Agreements and more.
  • Customers - here you will find two types of customer filters:
    • Identified – customers who are registered in your database, they shared their details like email address etc., and consented to receive email campaigns, dedicated push notifications etc.
    • Anonymous – customers who haven’t been registered yet. You don’t have any marketing permissions from them, but Synerise assigned them a unique ID number (UID) so you can track their activity on your website, save transaction data etc.
  • First name - by using filters from this section you can select customers whose names start or end only with a particular letter, contain or don’t contain a particular letter or  a string of letters. Select one of the options, enter the appropriate character or characters and on the right you will get a list of matching customers
  • Last name - by using filters from this section you can select customers whose surnames start or end only with a particular letter, contain or don’t contain a particular letter or string of letters. Select one of the options, enter appropriate character or characters and on the right you will get a list of matching customers
  • City - you can filter your customers by the city where they live. Just choose the one you are interested in by using filters from this section. For example you can select customers who live only in cities with names that start or end with a particular letter, contain or don’t contain particular letter or string of letters etc. Select one of the options, enter appropriate character or characters and on the right you will get a list of matching customers
  • Region - if cities are too small an area for your campaign, choose a region instead. By using filters from this section you can select customers who live only in regions with names that start or end with a particular letter, contain or don’t contain a particular letter or string of letters etc. Select one of the options, enter the appropriate  letter or letters and on the right you will get a list of matching customers
  • Zip code - another way to filter your customers is to sort them by postal code. By using filters from this section you can select only customers who live in areas with postal codes that begin with a particular digit, contain or don’t contain particular digit etc. Select one of the options, enter the appropriate digit or digits and on the right you will get a list of matching customers
  • Company - if you run a B2B business, you can filter your customers by company name. By using filters from this section you can select only customers who work for a company with a name starts or ends with a particular letter, contains or doesn’t contain a particular letter etc. Select one of the options, enter the appropriate letter or letters and on the right you will get a list of matching customers
  • Agreements - this filter gives you the opportunity to choose only those customers who signed marketing permissions to send them messages via a particular channel: SMS, push notifications or newsletters. Furthermore, you can use an internal search engine to find the relevant agreement. You can find it at the top of the described submenu

25 What is the Activities section in a customers’s profile for?

It is list of customer’s activity (starts from the most recent) which you can see in the central part of the screen. You will be able to see, whether he visited your page, login or logout to your app, what types of campaigns did he get recently, if he opened or clicked emails you send to him, to which tag or egment he was assigned, etc. All in real time.

26 What can I do in the Task section in a customer’s profile?

Here you will find a list of tasks to be performed on the customer or you can add a new task. Just click the Plus button at the top of the screen or, if you haven’t prepared any tasks yet, you will also see the “Add new one” button in the middle of the page. In the new window, enter the name of the task and its description.  Then set the status, priority and assign the task to the right person. how-to-create-task-on-client2These tasks are part of Task section (To learn more about how to create a new task go to How can I create new project with TASK?