You can easily access the context behind your customer feedback. EnjoyHQ identifies your customers across multiple channels so you can have a full view of all the interactions they are having with your business.
With customer profiles you can:
- Have instant visibility into customer segmentation data like persona, user properties, billing information, product usage, and more.
- See other sources of feedback for that customer
- See any segments that have been assigned to that customer
Creating a customer profile
Customer profiles can be automatically imported via integrations or API, or you can create them directly in EnjoyHQ, while viewing a document with no customer profile assigned. You can get started by clicking on the 'Add a customer' button:
From there you can lookup an existing customer profile by name or email address, or create a new profile by supplying new email address.
In the next screen you'll be asked to add a name and optionally add properties to be assigned to the profile.
To see the customer profile, click on their name or profile image:
And the customer profile will show up:
In this example we see a profile of Ariana who sent us two responses via Typeform and sent feedback via Delighted NPS survey.
From here you can assign or remove properties, assign a different customer, or unlink the customer from the document.
Assigning customer properties
EnjoyHQ imports user properties data from your integrations whenever possible. You can also push user properties and segmentation data to EnjoyHQ using our public API. Finally, you can add the properties within Enjoy:
In this example we have created a new customer with "email@example.com" email, and added the following properties to their profile:
- company.name (Widgets Co)
- persona (tester)
- number of events (100)
- date signed up (2020-03-01)
Customer properties are used for describing attributes of a customer such as cohort, persona, number of purchases made, and so on.
If you want to update a property with a new value, remove the existing one, and add the updated property with the new value. This applies to the customer's name.
Currently EnjoyHQ uses an email address as the unique identifier for the profile. That helps with identifying the same person when their information is coming from multiple sources (see the "how is customer data merged?" section below).
That said, the email address doesn't have to be real, in the sense of email deliverability - when creating customer profiles you can assign a anonymous emails address such as firstname.lastname@example.org. The address doesn't have to be real, it just has to look like one. Further more, you can encode personas this way, by using identifiers such as email@example.com, firstname.lastname@example.org and so on.
Assigning company properties
You can also use properties to describe the attributes of the organization the customer belongs to. By convention, these properties are prefixed with the company. (with a period between `company` and the property name) when setting the name, for example, `company.name` or `company.number of employees`
How is customer data merged?
EnjoyHQ merges customer information based on their email address. If a user record with the same email address is found when synchronizing different data sources, we will assemble a unified profile of that user. The final view of the user data is based on the following priority:
- data supplied in EnjoyHQ's UI (manually provided when assigning a user or imported via spreadsheet)
- data sent via public API
- data coming from integrations, most recently synchronized entry is used
If given user record doesn't exist (e.g. it's a new person, with an email address not currently present in your account) - a new customer profile will be created.
This way you can use our API to scrub potentially sensitive information coming from different sources, without affecting our regular data synchronization process.
Assigning customers to documents
Feedback data coming from integrations will come with the customer profile automatically assigned. However, for other sources such as notes, emails or reviews the information might not be present by default. You can assign a new or existing customer information, by clicking on the "add a customer" button in the document header:
Best of all, once customer data is linked to a document - it's always up to date, regardless of the document source.
How to update name of a customer?
Here are the steps:
- from the document got to the customer profile
- click on the 'change' button
- from the dropdown, pick the 'new' option and specify the correct name
- lastly, save the new profile
What will happen in background is that we're going to merge the 'old' profile with previous name with the new one you've just created.
In the next few months we will be rolling out changes to how customer profile data is managed to make changes to profiles much easier.