Shops that sell through chat learn something about their customers every day: their size, what they are allergic to, when they like deliveries, what went wrong last time. This is valuable, but most of it gets buried in old chats. When the customer writes again, or someone else answers, the shop has to ask from the start and the customer feels forgotten. This post explains how to keep customer notes that actually get used.

Why keep customer notes

Customers don't have to repeat themselves. What they told you once, the shop should remember.
Whoever picks up the chat knows the story at once, without reading back through the whole conversation.
Open promises don't slip, such as letting a customer know when stock arrives.
You can reach out with things the customer actually likes.

For the bigger picture of managing customer information, read what is a CRM and how chat shops manage customers first. This post is about notes only.

What to write down

Write only what helps the next sale or the next conversation. Chat shops often note:

the size, colour or model the customer usually buys
delivery conditions, such as Saturdays only or leave it with the building guard
things the customer dislikes or is allergic to
promises made and their dates, such as telling the customer when the new batch arrives
past problems and how they were solved, such as a wrong colour that was exchanged

Don't write down things the sale doesn't need, or sensitive details such as passwords, full card numbers or personal matters the customer didn't share for buying.

Write notes others can understand

Keep them short and factual. Write what the customer said or did, not how you felt about it.
One note, one topic, so it is easy to read and update later.
Add a date when something needs doing, such as tell the customer by Friday.
When the matter is closed, update the note so nobody is misled.

Customer notes in Easyrobin

Every contact in contacts has its own notes tab. You can open it from the contact list or from the customer details next to the chat, so you can write a note without leaving the conversation.

Add notes and attach files

Press add note, type the text and attach up to 5 images or files of up to 10 MB each, such as a product photo the customer sent to compare. The newest note is always on top.

See who edited last

Every note shows who edited it last and when, so the team knows how fresh it is and who to ask.

Editing follows team roles

Everyone on the team can edit and delete their own notes. Editing someone else's note depends on your role in the team.

Use notes together with tags

Tags are good for grouping customers so you can search and filter, such as regulars or interested in new products. Notes are for details longer than a word. Together, customers are easy to find and their story is complete.

Summary

A good customer note is short, factual and up to date. Start with things the customer told you and wouldn't want to be asked again. Your team can then look after customers consistently, whoever answers the chat. If several people answer chats, also see how to split chat work across your team.

Customer notes in chat your whole team can use