Every person who has ever written to you has a profile in Gruvi. You rarely need to go looking for one. When you do, it holds considerably more than a name and an email address.
What the Customers area is
A directory of the people and companies who have contacted you, reached from Customers in the left-hand sidebar.
It has two tabs, each with a count: Customers for individual people, and Companies for the organisations they belong to.
How customers get here
Mostly on their own. Anyone who reaches you over email, live chat or Telegram appears here automatically the first time they write, and their threads are linked to them from then on.
Two other routes exist: adding somebody by hand, and importing a list.
Finding somebody
- 1Click Customers in the left-hand sidebar.
- 2Use Search people at the top of the list, or press / to jump into it.
- 3Search by name or by any address they have written from.
- 4Click a result to open the profile.
The list can also be filtered and sorted. Choose All or Live, and use the funnel for anything more specific.
What a customer profile shows
The header carries their name, when they became a customer, their location if known, their average rating, and their labels.
Below that, in order:
- Ways to reach them
- Every address and channel they have used, so you can see at a glance whether somebody who normally emails has started using chat.
- Company
- Which organisation they belong to, or Not part of a company with a way to add them to one.
- Customer properties
- Your own fields about this person, such as their plan.
- Recent threads
- Their conversations with their statuses, with a count of how many are open.
What they talk about
Below the threads is a summary of the themes running through this person's conversations, each with its own short description, whether it is still open, and how many threads it covers.
This is what makes a profile worth opening before you reply. It takes ten seconds and tells you whether today's question is new or the fourth time they have raised the same thing.
Things to talk about
Underneath is a list of suggested follow-ups, written from their actual history. It might ask whether a verification code ever arrived, or whether a reported bug is now fixed.
These are genuinely useful for proactive contact. A line at the end of a reply picking up something they raised a fortnight ago does more for a relationship than anything else you can do in the same five seconds.
A footer shows how many threads and actions were read to build all this, and when it last updated, with a Refresh to rebuild it.
Customer memory
Customer memory holds stable details learned from what the customer explicitly shared, such as which browser and device they use.
The word "explicitly" matters. These are things the person actually told you, not guesses, which is why they are safe to rely on in a reply.
Adding a customer by hand
- 1Open Customers.
- 2Click the + button at the top of the list.
- 3Choose to add a customer.
- 4Enter their details.
Worth doing when you want to start a conversation with somebody who has not written to you yet, or to store contact details for someone you deal with by phone.
Starting a thread with somebody
A customer profile has a New thread button, which begins a conversation with that person from your side rather than waiting for theirs.
Use it for following up on something you promised, or for reaching out about a problem you spotted before they did. The thread behaves like any other once it exists. ---