| Customers and Segmentation |
The Connect Customer Browser enables you to easily add new customers and to locate and edit the profiles of existing customers. You can add, modify, or delete customer attributes and view a history of the messages sent to any customer. You can also use the Customer Browser to manually subscribe customers to (or unsubscribe them from) Connect conversations.
In part, we designed the Customer Browser to be used by customer service representatives who need to update information at the request of a customer. For example, a CSR can use the Customer Browser to quickly and efficiently resolve situations where customer names are misspelled, email addresses need to be updated, or the customer wants to be subscribed to a different conversation.
If your organization uses Response, the integration of Connect and Response enables your Response agent to access the Customer Browser and use it to review and update customer profiles, subscribe and unsubscribe customers to or from conversations, and view customer message history.
Response CSRs will access the Customer Browser by submitting the email address of the customer in question via a link in Response. If the email address is recognized by Connect the system will bring them to the Customer Profile page. If the email address is not recognized by Connect, the system will take them to the Customer Search page, and they can manually search the database for customer information.
Because Connect and Response are integrated, the Connect system should recognize all Response users' logon ids and allow them to pass from Response to Connect without incident. If for some reason there is a problem with a Response user's logon id, the system will require them to enter the logon id and password when they attempt to link to the Customer Browser.