Introduction

Updated 8 months ago by Amruta Phansalker

Interactions are instances of communication between a company and a customer or potential customer. They can be of the following types: chat, phone call, in-person meeting, texts, and communication via social media (Twitter, WhatsApp, Facebook, LinkedIn).

In previous releases, Maximizer CRM used Notes to add details related to customer interactions. Going ahead, Interactions will be used instead of Notes for this purpose.

The Interactions feature provides information related to a customer or a potential customer. Such information is often necessary for providing additional context that is typical to that customer. For example, interactions with an existing customer can include phone calls, topics discussed during those calls, as well as resulting action plans.

Interactions are logged and edited via the Interactions tab in the Address Book module.

Interactions can also be added or modified from the Opportunities module, the Customer Service module, and the Hotlist modules respectively.

The Interactions feature also supports the capability of placing calls directly from Maximizer CRM. Details related to the call, such as the duration of a call, can be included as call details.

At the time of logging interactions, you must specify the following details, collectively referred to as System Fields:

  • Subject: The nature of the interaction. The subject is specified at the time of logging an interaction. Once specified, it is added to a subject list, which is available at the time of logging subsequent interactions.
  • Category: A distinct class to which interactions belong. Categories must be added to your Maximizer CRM setup before an interaction can be logged.
  • Result: The outcome of the interaction. Results must be added to your Maximizer CRM setup before an interaction can be logged.
  • Type: The type of the interaction. The following types are available by default, and therefore, cannot be edited or deleted: Chat, Email, SMS, and Phone Call. Types must be added to your Maximizer CRM setup before an interaction can be logged.


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