As a retailer, you may face a variety of customer types -- from a one-time shopper to a lifetime loyalist. You may want to segment your customer base by capturing relevant data and creating unique workflows based on these data points. Therefore, it's important for you to capture data and act on data at the user level. The following example describes how you may configure your user fields and business rules to optimize how you support your customers based on their information. Custom user and organization fields is a new feature for Zendesk customers -- available on all plans. For more information, see our feature announcement .
Skill Level: Beginner
Time Required: 30 minutes
- 2 date fields
- 1 numeric field
- 2 dropdown fields
- 1 trigger
For a retail customer, you may want to capture the following types of information about your customer:
|Name of field||Field type||Field options|
|Date of last purchase||Date||Manual entry, via the API, or via bulk import|
|Subscription renewal date||Date||Manual entry, via the API, or via bulk import|
|Average annual spend||Numeric||Manual entry, via the API, or via bulk import|
|Service level||Dropdown||"Platinum", "Gold", "Silver", "Bronze"|
|Social influence||Dropdown||"High", "Medium", "Low"|
With the ability to capture more granular data on the user profile, you can create dedicated workflows that are more tailored to the needs of your customer. For example, for a customer on a platinum service level or one that spends over $1000/year with your business, or has high social influence, you can create a trigger to automatically set the priority of the ticket to high and loop in special agents or managers within your team.
You too can contribute a recipe! Have a best practice for a set of fields or a workflow? Create a recipe in the community tips and tricks forum, and we'll share the link here.