Add "Never Contact" status to customers
A
Adam Miller
I have a customer who passed away that shares his email address with a service customer who is also very elderly and will never purchase again. I want to make sure we never contact this customer again, but also don't want to lose all of the customer information by deleting the customer record. Giving us the ability to mark a customer "never contact" or even just "deceased" that would take the steps to ensure that we treated them appropriately would be very useful.
Michele McCoy
Adam Miller You can unsubscribe the customer from communications. From the Customer Contact Card, use the menu icon in the upper right and choose the communications to unsubscribe them from. Then you can pin a note to the top of the Customer Card explaining the situation.
It sounds like you would like the deceased customer and the service customer to both be unsubscribed from communications. Is that correct?
We have another feedback request for marking a customer deceased. Would my suggestion for unsubscribing and a pinned note be best for the service customer and then I can add your feedback request to the one asking for a "mark customer as deceased"?
Shelby Parker
Great to hear your perspective, Adam Miller! I have a few more questions for you:
- How should the 'Never Contact' status affect existing communication preferences for the customer?
- Would you like the 'Never Contact' status to trigger any specific notifications or alerts for your team?
- Should the 'Never Contact' status be reversible, and if so, under what conditions?
A
Adam Miller
Thanks for getting back to me Shelby Parker!
- Ideally this would put them into whatever the most restrictive category is (I haven't played around long enough to know that offhand)
- An alert would be useful as an option, but if it's a mandatory feature of the enhancement I'd say it's not necessary provided the permission to mark as "Never Contact" is able to be restricted by permission group (e.g. managers can do it, but not SPs).
- Reversibility would be useful, I'd imagine, mistakes happen and we might e.g. confuse a dead father named John Smith with his living son John Smith Jr.
C
Chandler Bainter
Shelby Parker
- Manager's only can reverse. If a SP is again working with the customer, s/he can simply tell a Manager to reverse the setting. Otherwise, SP (like a newbie) could willy-nilly change things not understanding the ramifications.
A
Adam Miller
Chandler Bainter Commenting without upvoting is punishable by up to 3 years incarceration in some states, Chandler. ;)
Nonetheless, great point, fully agreed.
C
Chandler Bainter
Adam Miller I paid the fine �