Find e-commerce user data in your Inbox so that agents can manage support faster with immediate access to customer information and order history right next to each ticket.
There are four users metrics available for agents to view in the Inbox.
Here you can find the basic customer details about the user, demographic data, and their company. Some of the standard variables are shown in the picture but you can click on the edit icon (✏️) to add more custom fields.
You can track your past orders, billing/shipping address, detailed invoices, and order details from the Order History Section. You can also search by order IDs and update, refund, or cancel an order.
Here you can find a summary of the entire customer lifecycle.
Metric
Description
Customer Lifetime Value
Average Order Value * Total Orders
Total Orders
The total number of orders placed on your platform.
Average Order Value
The average monetary value of orders.
Total Clicks
Order Frequency
The average interval between each order.
Total Tickets
The total number of tickets generated by the user.
The Product Interaction section in Inbox contains data on which products the customer has interacted with. We can categorize interactions on three tiers.
Low interaction: View the product on the website.
Medium Interaction: Add the product to the cart.
High Interaction: Buy the product.
Products are linked to the website. So, you can click on them and see the full details of each product. Your agents can also use this data to upsell or cross-sell new products.
