The main details page of a single customer account has a vast number of areas to cover. Available where it applies—some sites don’t support all features.
Customer Information:
Starting at the top, the first section called “Customer Information” shows the Signed Up date, which is when the account was created. If they are part of a Group or a Club it will show here as well. Finally, the grid section of Purchases showing their lifetime dollars purchased and number of orders, the last order total and date, and any credits they may have available.
This is where you can add or remove credits as well. Click the “Adjust” button and that will take you to a new page. Enter in a dollar amount (if you need to remove some credits enter the number with a negative in front, -$100.00), add a note for reference, then click the Adjust button. Any amount of credits available will be applied to the next order processed, but only to the SubTotal amount. To return to the customer account page, click the blue arrow in the upper left corner next to the customer’s name.
Tags:
The second section of the account details page allows you to create and apply “Tags” to a customer account. There are three steps you must complete to save a tag:
1 - Type the name of the Tag you would like to “create”. If you start typing a Tag that has similar words as one that has already been created, you will be provided with a drop down of choices. Therefore, if you plan to create similar Tags related to customer needs or requests like shipping preferences, keep the naming/words similar so the drop down menu will offer you existing choices.
2 - Hit the Enter/Return button on your keyboard to “apply” the Tag.
3 - On the right side there is a blue button “Save Tag Changes”. If you do not click this Save button the Tag will not stay applied to the customer.
As you build tags they will start to populate on the Settings>Tags page and each one will display the number of Customers that have been given that Tag. You will be able to then click on those Tags and view all the Customers associated with those Tags.
Profile & Notes:
When you land on the customer details page the default tab in the third section will display the “Profile & Notes” tab. In the fourth section below you will see the saved shipping addresses and saved payment methods for that customer. If you want to add a new shipping address or payment method there are small “New” buttons in the upper right hand area of that fourth section. A window will appear providing all the cells needed to create and save that new shipping address or payment method. Visit our Best Practices section of the Help Desk to learn more in the article titled, Customer account details.
**Best Practices**—Addresses:
Address Nickname - use this to remind yourself and your staff that this address is referencing the customer’s home, office, vacation house, Tahoe house, Mom & Dad gift, whatever may remind you of why that address is in the customer account.
The email address and birthday should be filled out for every shipping address, to keep your shipments in compliance and so that the tracking number information goes to the correct person.
If you are shipping to an office address, get the name of the company from your customer and put it into the address on file. The reason this is important is to help drivers make successful deliveries. On a busy city street, many times the street address number is not easy to find on a building, but the name of a business is usually on a very big sign visible from the street.
Saving a default shipping address does not mean this is also the default address for a club membership. Be sure to apply the correct shipping address for a club member under the “Club Management” tab which is also in blue text just to the right of the “Profile & Notes” tab.
Do not use punctuation in a billing or shipping address. Dashes or hyphens, a period, an apostrophe or a # symbol for the apartment are the limit. Other than that, stay away from parenthesis, quotes, commas, forward-slashes, backslashes, ampersands (use the word and instead), etc. Any time you try and send punctuation through an API, like to your fulfillment company or ShipCompliant, punctuation can cause problems. Not always, but why bother with errors if you don't need to.
**Points of Interest**—Payment Methods:
To join a wine club, a customer needs to have a credit card loaded into their account first. Plus, when a client needs to change the credit card being used in their existing club membership, that existing credit card cannot be deleted from their account or removed from the club until you load a new credit card into the account.
When entering the billing address make sure you add the full street address, apartment or suite information, city, state, postal code...everything. If a declined credit card happens you don’t want it to be because you didn’t populate the information.
International Credit Cards: If you have a client that lives outside the USA, there is an option to enter international credit cards.** After clicking the New button to load a new credit card, and the window appears, instantly go to the State drop down menu. The first selection is “International”. Selecting that will remove the State drop down menu and make it a blank “fill-in” cell, allowing you to enter in more relevant information for that customer’s international billing address.
**Customers cannot load international credit cards themselves in their account pages or when processing an order. These credit cards have to be loaded into the Figure app by an admin user.
These points are covered again in the next article titled, Updating a customer credit card.
The next section below shipping addresses and payment methods are where you can keep internal notes for a customer. There are two sections of notes titled “What needs to be done for this customer?” and “Internal Permanent Notes”.
“What needs to be done for this customer?” - This cell allows you to modify notes and use it like a to do list, for customer related tasks. You can enter in notes and click the “Update” button. Then a box will appear towards the top of the customer details page, between the “Customer Information” and “Tags” section of the account with yellow highlights. To remove the “Needs Attention” reminder, just delete all the text in the cell and update it as blank. Give it a test. If you want to keep track of all the “Needs Attention” notes you have created over the long tern, you can copy and paste those notes into the Internal Permanent Notes section. These notes are not seen by your customers when they log into their account.
**Very Important**—Advise your staff to keep all notes appropriate. Due to GDPR regulations passed in May 2018 a customer can request all data in their account at any time.
“Internal Permanent Notes” - This cell will keep notes forever. You cannot delete or update them. After typing text in to this cell and clicking the “Add Note” button, the note will appear below the cell with a date, time, and the employee that created the note. These notes are not seen by your customers when they log into their account.
**Very Important**—Advise your staff to keep all notes appropriate. Due to GDPR regulations passed in May 2018 a customer can request all data in their account at any time.
The last section here is called the View Activity Log. This is a basic/general record of the actions performed by admin users related to the customer account.
Special Instructions:
These two note sections are for admin users and appear when placing orders in the Figure app. On the final checkout page of the admin order process the “Payment Notes” and “Shipping Instructions” will appear as reminders. So if you have a customer that wants you to ship via FedEx or UPS exclusively, or they are a resale/wholesale customer and you don’t apply sales tax to their orders, you can add those notes to the Special Instructions section and it will appear as a reminder on that last page of the order process on the admin side of your Figure app.
**Very Important**—Advise your staff to keep all notes appropriate. Due to GDPR regulations passed in May 2018 a customer can request all data in their account at any time.
Order History:
The Order History page will provide overview details for each customer order. Four columns of information are displayed:
Order Details - Shows the order number, if the order was part of a club purchase, the order date and the total dollars.
Items in Order - Shows the products and quantities.
Shipping Address - Both the address and phone number are displayed.
Status - This is the Shipping Status only. If an order has been shipped and the tracking number is entered, you will see those details as well.
If there are any order notes, either instructions or a gift note, those will appear in this screen as well. Click the order number for more in depth details on the order. You can read more about the functions of a single order in the article titled, Full rundown of a single order details page.
Club Management:
If the customer is part of a wine club you will see the details on this tab. This is also where you add a customer to a wine club or edit the details of their existing club membership. To set up new wine clubs, read the article titled, Wine Club Details and Procedures.
Adding a customer to a wine club: When you arrive to the Club Management page of a customer account and they do not belong to any clubs, you will see wording that says:
“Thomas is not a member of any clubs.”
“To add Thomas to a club, a saved credit card must be on file first.”
On the right side of the screen a button will appear that says “Add Thomas to a Club”
After clicking on this button a window will appear and you will select the desired club, preferred delivery method, shipping address, and payment method.
You can also apply a sales agent/staff/co-worker who converted the customer to a club member. These are the names you have entered into the system on the Settings>Configure page.
Once all those details are complete you click the green button at the bottom, “Add Thomas to this Club.” A customer can be a member of more than one wine club, which is a good thing.
If a customer is already in a wine club: After adding a customer to a club, their Club Management tab will then show the following:
“Thomas is a member of the following:”
Below that you will see the “Active Club Memberships” section, showing the club name, customer name, delivery address, payment method, and the date joined.
Editing a wine club membership: To the far right of the Club Management tab two buttons give the option to “Cancel Membership” or “Modify”. The “Modify” button will allow you to change the shipping address and payment method. Be aware that to change a credit card in a club membership you have to have a new credit card loaded into the customer account before proceeding.
Groups:
This tab shows all the Groups/Allocations you have built on the Groups page and which one this customer is a part of. You can put a customer into more than one group, but we advise against that in the article titled, Valuable Insights for Group Creation. Groups should not be used as a notation feature or to apply a marker to an account. That can be done in Tags.
These Group/Allocation tiers are part of the sync sent to Campaign Monitor which will allow you to create segments and send release email campaigns at staggered times.
Marketing:
Available where it applies—some sites don’t support all features.
This feature is under construction. The hope is to feed basic details back from Campaign Monitor into each customer account with columns for “Opened”, “Clicked”, and “Bounced”. The rows would be a list of all the email campaigns sent to this customer. The Marketing tab will give you a quick snapshot of how that customer responds to your email campaigns.
Reservations:
If you are using the Figure app for scheduling and managing your tasting appointments, this tab is a list of the upcoming and past visits for the customer. To create a new reservation, look to the right column of the customer details page under “Actions” where you will find a link for “New Reservation”.
Preauth:
You should sync your Figure account to Campaign Monitor at least once a week and always before you send any email campaign to customers. The Preauth tab is where the tokenized links for your customers live. When you sync the Figure list to Campaign Monitor these preauth links pass over.
Then, if you create an email campaign with a button for your customer to click and access their allocation, you add the corresponding overall link from the Settings>Marketing page to that button and the unique preauth code will automatically login your customer so they don’t have to remember their password. It is quite handy, and one of the key benefits to using Campaign Monitor in correlation to a Figure account.
On the right side of the customer details page there are a couple boxes in the margin, which provide both additional features and data sets called “Actions”, “Contact Info”, and “Source Information”.
Actions: These are links to the most common activities your staff will need when working on a customer account.
New order: This link will start the process for creating a new customer order. You can read about that in the article titled, Processing an order.
New Reservation: This link will start the process for setting up a tasting appointment for a customer. You can read about that in the article titled, Reservations page.
Reset password: This will allow you to enter a new password for a customer account.
Export contact info: This export will provide you the account details in a .csv file.
Sync Campaign Monitor: This link will transfer any segmentation related updates you have performed in the customer account over to Campaign Monitor. However, it is best to avoid using this singular sync method, especially if you have multiple employees that could be making changes to other clients at the same time. The overall sync on the Customer page, under the Export drop down menu button, is the most effective form of sync from Figure to Campaign Monitor. It covers all admin user activities platform-wide.
Contact Info: This is the section that covers overall notes for the customer account. Don’t be confused as this section is not directly linked to the Shipping Addresses and Payment Methods. These are independent data points. Most of the data points are self explanatory so we will cover selective headers.
Alternate Email: This does not get used in any kind of transactional email activities from the Figure app. This is more of a backup if you are not receiving responses from the customer’s main account email address.
Email Marketing Opt In: “Yes” means the customer is allowing you to send him/her emails. “No” means the customer does not want email communication. This setting is transferred over to Campaign Monitor during the sync. Therefore, when creating segments based on your Groups, you should include rules that will eliminate the customers that have accounts in Figure tagged as “Email Marketing Opt In - No”.
State: There is a State drop down menu below the phone number section and right above the Family Information section. This drop down menu will populate the state column on the main customers page.
Score: You can use this as a parameter for segmenting customers in Campaign Monitor.
Customer Acquisition Information: These are selections you can setup under the Settings>Configure page.
Mailing Address: This is collected because some customers have a shipping address for their wine, like an office or wine storage facility, but many wineries tend to send regular mail at other times—holidays, birthdays, upcoming tasting events in their city, etc.
Account: The “Active/Inactive” status can be used to designate customers that have not responded to several email campaigns or have gone silent after several years. Do not create a group on the Groups page for Inactive customers. You just uncheck them from all groups, check their account as Inactive, and let them float in the Figure app. You can always see an “Active/Inactive” status in your main customer data export.
Source Information: This is the same as the Customer Acquisition Information details listed above in the Contact Info section...but just a quicker way to get directly to it.