🏪Online and offline channels
Overview
In some situations,physical stores also need to record customers and manage services through the system, for this we designed the "Online-Offline Channels" feature, allowing offline and online channel information to be integrated and consistent.
You can add channel names according to actual needs, for example "Zhongshan Store", and create corresponding customer data and contact records within that channel. The system will help youquickly create service records, making it convenient to perform subsequent follow-ups and record interactions with physical stores, improving the efficiency and consistency of the overall service process.
Create "Online-Offline Channel" data
If you need to add an "Online-Offline Channel" to record physical store contact information, you can follow these steps:
Go to the left menu's "Apps" > "Channels" category to enter the "Online-Offline Channels" settings
Click the top right "Add" button to enter the add channel screen
On the add screen, please fill in the following fields:
Store name(Required)
Description(Optional)
Store code(Required)
Store address(Optional)
Please note,"Store name" and "Store code" are required fields, if not filled out, the system will not be able to save. After completion, you can select that store when creating service records, making it convenient to record interactions and follow-ups with the physical store.
How to create service records using "Online-Offline Channel" data
If you want to create service records for a specific store or offline channel, please follow these steps:
Go to the customer's profile page If the customer has not been created yet, please add the customer data first.
Click the "Online-Offline Call" category in "Contact Information"
Find the channel record If it has not been added yet, please first create the corresponding "Online-Offline Channel" data (such as stores, physical channels, etc.).
Press the "Create Service" button The system will automatically fill in that contact source and open the service record creation page.
After completing the above steps, you can record service details for that physical channel, facilitating subsequent queries and follow-ups.
Other application notes
"Online-Offline Channels" is not only suitable for physical store scenarios, but can also be flexibly used forthe attribution and source labeling of online channel data. As the name implies, "Online-Offline Channels" emphasizesthe unified classification and management of channel sources, so it is also very suitable for platform data such as "orders" that need source tagging.
For example, you can use "Online-Offline Channels" to record the following information:
This order came from the momo shopping platform
This order was through a certain referral/shopping guide website Enter
By applying it this way, you can more clearly grasp service records, sales performance, and customer behavior from different sources, thereby improving the efficiency and accuracy of subsequent tracking and analysis.
In the future, "Online-Offline Channels" will also support more derived applications to help companies perform more detailed channel and operational analysis. For example:
Representative affiliation management: You can set the store or channel each customer service or sales representative belongs to, making centralized management and allocation easier.
Sales performance analysis: Based on the "Online-Offline Channel" tags, you can further analyze each store's or channel's order volume, conversion rate, and revenue contribution to support regional management strategies and performance evaluation.
Through these extended applications, companies can more flexibly integrate online and offline data and build omnichannel service and sales insights.
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