As shown in thefirst recipe in our cookbook, knowing your customers is the first step to creating a tailored experience for each and every customer. But even with all your customer information, how do you find common denominators across your customer base and group them so you can manage them more effectively?

This recipe takes you one step beyond custom user fields and details how you can use user field data to build customer lists—an organized list of your customers based on specified attributes.

技术水平:Intermediate

Time required:30 minutes

Step 1

Start by addingcustomer data in user fieldsZendesk。亚博这个零售业务的例子是going to focus on capturing customers’ product usage data, along with other data points that are important to the business.

Step 2

An alternative to adding custom user fields is to create a trigger that sets an user field to a specific value. For example, you can create a trigger so that whenever a customer submits a bad satisfaction rating, the customer gets flagged.

Set up the followingcustom user field:

Step 3

Now with your user fields created, you can startbuilding customer liststo start seeing who your customers are beyond the Zendesk Support ticket. Let's create lists to see which customers are using which product line, customers who've recently signed up, and the customers who are VIP.

Step 4

Customer lists are a great way to get a quick view of your customers outside of the ticket view. In addition, you can take action on these lists. You can easily export a customer list to a CSV file or use the MailChimp Campaign app or SurveyMonkey Create app to send an email or survey to a targeted customer list.

As businesses and their customers grow increasingly mobile, optimizing the experience on mobile devices becomes part of creating a great support experience. For organizations with a customer base that primarily engages via mobile devices, tracking mobile usage is critical.

This recipe walks you through how to build customer lists that capture mobile usage information and shows steps you can take to optimize your customers’ mobile experience.

技术水平:Intermediate

Time required:20 minutes

Step 1

Start by creating user fields that are relevant to your customers’ mobile usage. In this example, let's assume all of our customers are iOS users for simplicity’s sake. This can help give your team a sense of the mobile devices that your customers prefer and that you need to optimize for.

Step 2

Using the mobile information stored in your custom user fields, you can start building customer lists to group customers who have the same preferences in mobile phones and tablets. There are many ways you can organize these lists. For example, you can create a list that captures all iPhone users and then sort the list by device. Or you can narrow in on one specific device model.

Step 3

These lists give you a quick view of which devices your customers prefer, so you know which devices you need to support. In addition, you can take proactive actions on these customer lists with the MailChimp Create app or SurveyMonkey Campaign app.

The next recipe in our in our Customer-centric Cookbook isGather customer info for every support request.