The customer directory is a powerful tool that enables you to easily manage and monitor your customers. It provides you with instant access to key information about each customer, including their name, subscription ID, plan type, status, and whether or not they have accepted an offer. The customer directory also provides an overview of your customers across different KPIs, including Active, New (30 days), Cancelled (30 days), and Overdue (30 days).
Search & Filter
The customer directory includes all customers synchronised with your subscription provider, and you can easily search by name and ID or filter by plan type, status, or whether an offer has been accepted. This allows you to quickly find and display the relevant customers for your analysis.
Assigned Flow
With the customer directory, you can also easily preview the assigned flow of each customer. This allows you to validate what the customer will actually see if they click cancel and make sure that the process runs smoothly.
This column may also show a reason why it is not possible to present a flow to a customer, these include:
Customer has no subscriptions
A message will be returned to the customer saying "No subscriptions found."No published flows
The customer will see the Default flow. You should create an Audience and Flow that targets customers that are unassigned or do not have a published flow.
Default cancel flow (Customer has multiple active subscriptions.)
During implementation of Upzelo in your platform or website, a subscription Id should be included. If not, the customer will see the Default flow.
Default cancel flow (No matched audience)
The customer will see the Default flow. You should create an Audience and Flow that targets customers that are unassigned or do not have a published flow.
Default cancel flow (Customer already has taken an Upzelo offer)
The customer will see the Default flow. This prevents offers being redeemed more than once for the same subscription.
Customer view
The customer view provides detailed insights into an individual customer's account.
It displays data attributes such as the customer's sign up date, subscription status, ID, and source of signup. It also shows all subscriptions and coupons that the customer has or had previously.
The potential revenue saving of the customer is also displayed on the customer view page. This amount would be included in Upzelo's "Saved revenue" KPI if the customer was saved, and represents the value of the current billing period's subscription that would be saved in the next billing period if the customer is retained.
The customer view also provides access to the assigned customer flow. By clicking the eye icon, users can see the full retention activity for the customer, including when they have started a flow and if they abandoned after 1 hour, were saved, or cancelled.
Users can also access the survey responses the customer gave in the flow and what other actions they were shown during the interaction.
