Customer memory
Some customers want detail. Some want one line.
Preferred channel, preferred contact, language, how much technical detail they want, and the things they have previously objected to. Small, and the difference between competent service and generic service.
Recorded when observed
"Their technical team prefers detailed documentation" is the kind of note that gets learned once and forgotten twice. Writing it down is most of the value.
Language and channel honoured
Replying in the language the customer wrote in, through the channel they chose, without anybody having to remember to.
Never used to profile a person
These are service preferences for an account, not a character assessment. The product will not record judgements about individuals, and the acceptable use policy says so.
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.
Entitlements
What this customer is actually entitled to.
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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