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The results, if any, are then presented: the list presents you can sort the results by with the users' ID, gender, e-mail, birthday, registration date, number of orders and whether or not the customer user's account is active. From there on, you can view the whole user's page, or edit its details.
The second method consists of going to the customer tab, and listing all of your customers.
From there, you can complete the fields a the top of the list, in order to filter your results it according to the following criteria: ID, Sexgender, First Name, Last Namefirst name, last name, e-mail address, age, registration dateaccount status (enabled or disabled), subscription to the newsletter, subscription to partnering ads, registration date, last connection date. Enter your criteria and click the "Filter" button in the top right-hand corner of the table. You can then sort the list for some of the columns.
Click the "Reset" button to go back to the complete list.
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- Consult their carts in detail directly from the customer information file page, by clicking on the button from the customer's profile in the "carts" section.
- Go to the "Shippinh Carts" sub-tabpage, under the "CustomerCustomers" tab. You will see all of the shopping carts that have items in them. For instance, you
You can filter your results by the date that they were added. You can see the profile of the customers who check your site out, and, if you wish, use this information to improve your commercial performance.
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In both cases, you can consult the details of a customer's shopping cart.The : click the "View" icon on the right.
In the cart's page, the most important information is presented in the "Cart Summary" section. You , where you can see what products the customer purchasedchose to purchase, the price of each item, the quantity they desireput in their cart, and the total value of their cart.
Customer Service
PrestaShop enables you to centralize all the customers' request within its confines. This helps you keep track of which discussion threads needs answering, rather than having to check with all the recipients of the mail to see if someone did answer it.
In practice, the contact form of your shop, available under the "Contact us" link at the bottom of your front-office, presents the customer with two contacts by default: "Webmaster" and "Customer Service". The customer only has to choose who to contact, then fill the rest of the fields. The message is then recorded in PrestaShop's customer service tool.
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Discussion threads are only included in the customer service tool if the contact has the "Save Message?" option enabled. You can change this setting, or add more contacts, by going to the "Contact" page, under the "Customers" tab. This page is explained in detail in the next section of this chapter of the PrestaShop User Guide. If the option is disabled for the contact that the customer chooses, the message is simply sent to the contact's e-mail address, and is not stored in PrestaShop. You also need to properly configure your IMAP settings, so that PrestaShop can retrieve the customer's answers to e-mail that were sent from the customer service tool. This is done in the "Customer service options" section. |
On this page, each contact has its own box, where you can quickly see if a there are new messages (meaning, those that have not yet been read). Adding more contacts will move the "Meaning of status" and "Customer service: statistics" boxes further to the left and down.
Each of these two last boxes are handy when you daily needed to handle new mail:
- Meaning of status. A simple reminder of the color codes that your team can apply to a discussion thread.
- Customer service: statistics.
Further below is the list of received messages, both old and new.
Finally, the bottom of the page features the "Customer service options" section, where you can set many options pertaining to your mail (IMAP) server.
Handling Customer Service Messages
Each discussion thread can be entirely handled through PrestaShop's complete interface, with having to use an e-mail client.
Click on a row to view to view the discussion's details:
- Forward this discussion to an employee. From the moment an employee has started replying to a customer message, he becomes in charge of the customer's request. If during the discussion it turns out another employee should handle it instead, you can use that drop-down menu to attribute it. That other employee will receive a notification about it.
- Change status of message. A can apply a handful of color-coded status to a discussion, in order to quickly sort them and thus handle them quicker. There are 4 available statuses:
- Open. The issue is still going, or has not yet been answered.
- Closed. The issue is been resolved.
- Pending 1 and Pending 2. The two statuses are internal: their meaning is up to your team. You may even choose to not them, and only rely to "Open" and "Closed".
- Essential details are available:
- Customer name (used as section title) and ID.
- Sent on. Date of the latest message in the discussion.
- Browser used. this can be very useful when having to debug an error on your front-office.
- Subject.
- You can find the details from the request: name or customer, order details, and the message itself. Click "Reply to this message" in order to start the discussion (the form will display your default message, as set in the "Contacts" sub-tab).