Customer management
They pay at the till, they book, they leave a review.
How many times they came back, how much they spent, how long since they were last in. The information comes from different modules and RelAI brings it together in the same profile, so you do not have to piece together who is in front of you every time.
The counts
Loyalty index
Customer mix
- 8 groups
- Champions, loyal, promising, new, to nurture, at risk, lost. The eighth is called no history: it holds the people who have not come in often enough yet for those names to mean anything.
- 3 scores
- Email, SMS and WhatsApp. From 0 to 100, how worthwhile it is to write to them on that channel, worked out from the replies they gave you and not from a sector average. Without consent it is zero, and that is not an estimate.
- 2 years
- It is the horizon of the expected value: how much that customer could be worth over the next two years, starting from how much they spend and how often they come back. What they have actually spent always stays next to it.
A thousand contacts. But they all look the same.
The list grows while you work: whoever signs up, whoever books, whoever pays at the till. After two years you have a thousand names, and when you have to decide who to write to you look at all of them the same way. What you really know is still in your head, and it covers the thirty customers you recognise as soon as they walk in.
Inside RelAI every step comes back to the same profile. The receipt updates how much they spent, the booking the last time they came, the review stays next to whoever wrote it. There is no moment when you have to sit down and rebuild every customer's story: nor is there a month when you let it slide.
And then you use that story. Whoever signs up comes in with the card, their tags help you choose who to send a message to, and if they reply you find the conversation next to chats and calls. The same profile is what you use to recognise them when they come back and to decide who to call on Monday.
A sign-up, a receipt, a booking, a form filled in online. The customer records grow on their own, and the list you already had comes in with an import.
The spend comes from the receipts, the expected value from a calculation. If the history is too short the customer profile does not force a number: it tells you there is not enough data.
A tag gives you the group to write to on Saturday. A two-star review tells you who is worth calling back.
Collect. Listen. Compare.
First you collect what every customer leaves, from the till to the bookings. Then you listen to what they tell you, even after they have left. From there you compare the numbers across the areas you use, knowing which ones are counts and which are estimates.
A name comes in. A person comes back.
Till, bookings, online forms: the information ends up in the same profile. And if the same person shows up twice, RelAI helps you put the pieces back together.
It does not end when they pay. What they say stays.
A review, the answer to a survey, a request to follow up. Instead of staying scattered across messages, notes and different platforms, they come back to the same place or turn into something to do.
The reviews collected from the connected channels arrive in the same list, with rating and text. You sort them into ‘to answer’, ‘answered’ and ‘archived’, so you know straight away which ones are still waiting for something from you.
You write the questions and you send the surveys with a link, a QR, an SMS, an email or a chat. The answer links to the profile of whoever gave it, so you do not have to match a separate sheet by hand.
A complaint, a return, a request to follow up. The ticket has a type, a priority and a status, and it goes through open, in progress, waiting, solved and closed. You always know what is waiting and what has been closed.
Calling back whoever complained, chasing an invoice, confirming a table. Every item in the to-do list carries where it came from, who has to deal with it and the due date, and some can even be handed to the assistant.
From the single customer to the big picture.
The analytics bring together what happens in the parts of RelAI you use. Each area stays separate, but the numbers end up in the same place, so you can move from one person's profile to what is happening across the business.
One for every part of the work
The dashed analytics show up when you turn on the module that fills them: without a till there is no shifts section, and inventing an empty one helps nobody. The ones you use most you bring to the front, the others you take off the bar without losing the data.
Not every number counts the same.
A count, an estimate and a figure that is not there yet are not the same thing. RelAI tells them apart, so you know how far you can trust the number you are looking at.
This happened
This is a calculation
The expected value, the risk of not seeing them again, the propensity to reply. Next to each one you find how it was calculated and on which data, so you know how much weight to give it.
Here it is too early to say
If there are still too few sends on a channel, the score does not show and stays a dash. Zero and ‘we do not know yet’ are two different things.
You choose what to compare
You choose the data, the period and the chart type. The charts you save update with the new data. The ones on the page you gather into a report to print or keep as a PDF: what you share with your accountant starts from the same numbers you are looking at. If you want to go beyond the numbers there is also a guided strategy that starts from the results and suggests what to look at next: it is explained under the AI features.
Fifteen tools. It all starts from one person.
The questions change. Where you look does not.
- Shops and retail What they buy, how often they return
- Restaurants and bars Bookings and tastes on the profile
- Beauty and wellness Treatments and notes in their profile
- Events and venues Who was there, the night before too
Several sites, a franchise or a special project? Let's talk about it
Questions about profiles and numbers
Where do the customers in the records come from?
From the online sign-up, from a booking, from a receipt or from manual entry. Even a contact with no email and no phone can have a profile, and until they leave contact details they are left out of sends.
What happens if two profiles are the same person?
You choose which one to keep and RelAI brings the information together. History and points come back into the same profile, while the card code of the absorbed one stays in the notes: if the customer still uses it, you do not lose the reference.
Is the expected value a number I can count on?
It is an estimate, not a cash forecast. It is there to compare customers and to understand where it may be worth paying more attention, but the weight you give it depends on how much history is behind it: two visits tell you far less than two years of purchases.
Can I delete a customer's data?
Yes. The personal data is replaced with anonymous codes, the contact details are blocked, and the date and reference of the request remain. You can also set a retention period, so when it runs out the deletion happens on its own and the rule is the same for everyone.
Do the reviews from every platform arrive here?
Only the ones from the channels you have connected, and platforms are connected one at a time. Until the connection actually responds, the page does not say ‘connected’, because an invented status is worse than a missing one. The ones collected by your surveys and by the chat are there anyway, because they do not depend on anybody else.
Who can see and delete the profiles?
It depends on the role of whoever logs in. Deleting a profile is a permission of its own, like exporting data or moderating reviews, and it is not in every role. System actions stay in the log, under Privacy and GDPR.
Are tickets and to-dos the same thing?
No, and keeping them apart is useful. A ticket starts from a customer request and follows its status until it is closed. A to-do, on the other hand, is a task of your own: it has a due date and someone responsible, and it can come from a call, from a campaign or from a rule that went off last night.
Can I take my data with me?
Yes. Every list exports as CSV with the columns you are viewing at that moment, and every analytics section exports its own numbers. The saved charts end up in the same report: what you send to somebody else is identical to what you have in front of you.
Do I need the loyalty card to have profiles?
No, profiles exist without a card too and update with what you collect in the other parts of RelAI. The card, though, recognises the person at the moment they pay without anyone having to ask their name, and the profile fills up much faster.
Every new customer. A profile that
Try RelAI for free or book a call: we bring in the list you already have and look together at how the first profile fills up.