Customer memory
The things the team knows.
They are migrating in November. Their finance contact is on maternity leave. They were unhappy about the outage in March. Real context, shared rather than held by one person.
Written for a colleague
Notes are visible to the team by default, because a note only one person can see is a note that leaves when they do.
They expire
"Migrating in November" stops being useful in December. Notes can carry a review date so the profile does not accumulate stale advice.
About the account, not the person
Notes describe the situation and the relationship. Characterising an individual customer is out of bounds, and it is a breach of the acceptable use policy rather than a matter of taste.
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.
Entitlements
What this customer is actually entitled to.
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.
Keep the mailbox you already use · The AI is never metered · [email protected]