An introduction to Identities in Engage
Lexer takes a data driven approach to customer service - there are thousands of interesting interactions that happen daily, and we like to ensure that you’ve got access to as much of this data as possible so you can deliver a more personalized service.
This article will help you unravel the data that is an Identity, so you can equip yourself for a richer engagement with a user.
Identity is the term we use to describe a profile for a user who is engaging with your brand. These profiles leverage first party, to third party data, to fully represent a customer in the most human way in a customer service experience. An Identity includes conversational contexts, detailed profile information, and social interest data. Identities can also include your CRM data, giving you access to powerful data on transactional behaviours, demographic, and loyalty details. For more information on the types of data you can see in Lexer, click here.
The identity of a user can be found when opening an engagement in Lexer.
The Identity of a customer
Customer details are collected, enriched and displayed back to you in a profile of information arranged for the fastest interpretation. The identity profile gives you a summary of interest attributes, social sources and array of stand out CRM data points.
Leave notes on customers for colleagues
Communicate with other Agents by leaving a note that will appear every time the identity pivot is opened for that customer. Notes can be used to inform and give internal context to customers, as well as be used to save important text for other agents to read. Notes on identities are not permanent, and are removed upon deletion.
Explore Identity data further
There are multiple pivots of data that are available for your analysis. The default pivot is the Summary pivot.
The Summary pivot
The Summary pivot shows agents what the customer has shown an interest in. It summarizes all of the attributes we’ve applied to this identity, and displays them in a summary by category. Use this to quickly gauge interesting topics that your customer is interested in.
The Attributes pivot allows you to further explore the data that describes a customer.
Utilizing public data, Lexer can help you get to know more about the humans that you’re serving. This data is displayed on each public social identity, and aims to describe the interests of a customer. There are over 12,000 different interests available for analysis.
The History pivot allows agents to understand a user’s total engagement content across multiple platforms, and multiple accounts.
The History pivot is used to understand the total context of a customer’s interactions, and allows agents to understand the total historical interaction history with this customer, as well as get an understanding of the time line of the customer’s interests.
Data inside the History pivot is ordered oldest (highest) to youngest (lowest), allowing an agent to scroll from the very beginning of this user’s customer service history, all the way to their current engagement. Along the way they will be able to see Lexer social interest attributes, and the dates they were triggered. If an interaction has been made with an integrated account, the agents will also be able to see messages to and from all integrated accounts - showing engagements from various social channels in one place.