LL - Updating the HelpScout record

Updating the HelpScout Customer Record: View/watch https://docs.helpscout.com/article/73-customer-profiles

HeroCo training video: https://www.loom.com/share/6e83a67ed72a42b2ab9c2b6dcfd65f9b

Updating the customer record can be done from inside an email/ticket by clicking on the customer name (in the record area on the upper right hand side)
Updating the customer record can also be done by clicking on the customer tab, searching for the customer name and opening the record.
As you open an email/ticket, click on the name to open the record, then update the name, phone, email address and location of the customer.
Updating the HelpScout record is the responsibility of every agent receiving or sending an email.
Every Customer Record - add or update, correct name (first and last), phone, email addresses, and time zone.

Ensuring the HelpScout customer record is accurate is very important.

1. First and Last Name - Every customer record in HelpScout should have their first and last name entered (or corrected). View the order history in LimeLight (or Shopify) and enter the name on the order into the HelpScout record. You might also find the customer name in their signature on their email.

Without their first and last name being the same as what’s reflected on their order, we will not see their true order history in Help Scout.

Note: ShipStation searches by name. Therefore if the customer name is incorrect, the shipment information may not populate or will populate incorrectly..If there is only a first name listed, then only shipments to people with that first name will populate. This can be very confusing.

2. Email addresses - If the customer has multiple email addresses make sure to add them to the same record. This allows an email from any of the email addresses listed to attach to the same customer.

You can locate multiple email addresses by cross searching the customer name in help scout.
You might notice other email addresses in the customer signature on their email.

Note: It's important to understand that Limelight and Shopify search for order information to add to help scout by email address.

3. Phone Numbers - Every record in HelpScout should have the phone number from the order history added. Adding the customer phone number into the HelpScout record has several important uses. If the customer has multiple phone numbers, add them all.

It helps link voicemail tickets to the correct customer record.
It helps us look up a customer by phone number if needed.
It may allow us to use a phone app to automatically dial the customer (in the future).

4. Location / Time Zone - Use the "note" feature in the record area to note where they are located - City and State or Country and Time Zone. (Eastern, Central, Mountain, Pacific, etc).

This will help everyone know where and when to call if and when it’s needed.

5. Notes - the note feature in the customer record is useful for permanent type notes. Like if the customer has a preference of when to call, or a note that needs to follow the customer through their lifetime at our company.

Time zone
Preferences of best time to call
Special notes/ birthdays, favorites, events (ways for anyone on our team to make a personal connection with the customer)