Customer memory
What are we obliged to do here?
Their plan, their support level, their response times, what is included and what is chargeable. The questions that otherwise get answered by guessing, generously or ungenerously depending on who is asked.
Consistent answers across the team
Two agents giving two different answers about what is included is the fastest way to lose trust. The entitlement is a record, not a judgement call.
Drives the response target
An enterprise account's fifteen-minute target and a starter account's next-business-day target come from the entitlement rather than from how the message sounded.
Goodwill stays a decision
Going beyond the entitlement is often right. It should be a deliberate, recorded choice rather than an accident of who picked up the case.
Customer memory
The rest of this area.
The whole relationship, as records rather than as somebody's recollection.
The customer profile
One page that explains a customer before you speak to them.
Service history
Every previous case, summarised rather than archived.
Structured facts
The things that must be exactly right, held as fields.
Preferences
How this customer wants to be dealt with.
Account notes
The context that never fits in a field.
Relationship summary
Where this relationship stands, in a paragraph, with its evidence.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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