Customer Relationship Management

Manage your clients efficiently and orderly

The reason why we decided to incorporate a CRM (Customer Relationship Manager) in our system is because we realized that a large part of our clients did not have effective processes to follow up on the contacts that Cliengo generated, and that is simply a waste of resources.

That is why with some functionalities, such as the assignment of clients, management of sales statuses, notes, qualification, among others, you have the possibility of increasing the sales chances with each client through an orderly and effective organization.

From the Customer Management section, you can manage all the clients that come to you from the chat robot, forms, integrations or entered manually.

As a first recommendation, if you have several sites added to your account, you have the possibility of filtering by website to see the clients belonging to that particular site, this can be done by choosing the desired site in the bar that shows me below:

The main benefits and functionalities within CRM are:

Customer Status Management:
This function of our CRM plays a fundamental role in the measurement of monthly sales results, since it allows each user to indicate what stage each customer is at, dividing into different tabs as follows:

• New
• In progress
• With sale
• No sale

Customer details
Another important aspect is the possibility of seeing all the details and information of each client. If you click on a client, you will see:

The complete conversation that the client had with the robot and the user (in case the chat was intervened) On the right margin you will see:

• The customer's name.
• The date and time of the first contact.
• Qualification
• Contact details (email and / or telephone).
• The client's status (to be contacted, in progress, with sale or without sale)
• Notes or "add note" button if there are no added notes about the client.
• The Cliengo user to whom it was assigned.
• The approximate location of the client, signposted area within the Google map.
• The website where the contact comes from. (This is important when more than 1 site has been added to the account)
• On which page or section of the site the contact was generated.
• The source and medium: where the contact comes from: Facebook, Google, Not informed, etc. (Additional Information)
• The IP of the computer from where the client connected.

Automatic assignment to an account user:

It is automatically possible to "auto-assign" the clients that come to your site to users of your company. You can do it very easily from the section Client Management → Automatic Assignment.

To have users in the automatic assignment: We must give the appropriate accesses to the people who are going to receive Clients in their specific CRM.
Those users with the User level will only be able to see the clients they have assigned (They can be filtered by available actions and by web pages) as well as make modifications to the status of each Client that reaches their CRM.

How to choose users in Automatic Assignment?

First of all we must have more than one user in the account, as was the previous step.
To assign specific users, we first enter CRM → Clients → Automatic Assignment

First, system will ask which web page we want to work with and then it will inform us of the available users to carry out the self-assignment.

Once checked in the boxes, we must click the save button and the Leads that are generated will begin to arrive equally in succession to the CRM of each user.

Note: Administrators will still be able to see total customers, even if they are assigned to different users.

At the time of being assigned, the user of your company will receive an email as notification.

Qualification:

Within the administration of all your clients, you can also rate your contacts with stars. As a benefit, it not only allows you to have more information about each client internally, but also reflects the quality of the contact that is entering the CRM through campaigns, so it would be very useful for those who campaign on Adwords or Facebook .

Manually adding Customers and Forms Tracking

By clicking on the "New customer" button, you can enter all the data manually for those customers you had before or new ones that do not come from any of the sources registered by Cliengo. With this you have the possibility of having the entire complete database in one place.

Also in customer management, you will see those who come from forms that the site contains. Cliengo's automatic form tracking allows that when a visitor to your website enters a query it will automatically be entered into your Client Base (CRM).

To activate this option, you must do it from: Chatbot → Integrations. (More information)

Filter and Export

If you want to see the list of customers filtered by assignment to users, you can do it as indicated in the image below:

To export your database to a .csv file for certain periods, you can do it as shown in the image below:

Note: if you want to know more about Cliengo Live, go to our article: Cliengo Live - Chat with your customers in real time