As part of the customer service tool, you have the ability to go one step further and view the communication activity for each of your customers. This means that you can see if an email was delivered and if the customer opens or clicks the email. Brands who use experimentation can also see which type of email a customer receives, if any. This section allows you to keep track of all communication records for one customer in one place.
To view the communication activity, follow the steps below.
Step 1
1.1 Navigate to Customer Service in the Clutch Portal
1.2 Select card search and search by a field (example – last name: Smith)
Step 2
2.1 View your search results and select a customer
Step 3
3.1 View customer (learn more about the customer profile page here)
3.2 Select communication activity
Step 4
3.1 View a list of email preferences (learn how to opt-out of a list here)
3.2 See the status of the email, if it was delivered, if it was opened, and if a link was clicked
Brands using Experimentation
Step 5
5.1 See if your customer was part of an A/B Experiment or Holdout Experiment and what (if any) email they received
