Contacts view
Contacts view
# Overview
Here you'll find a list of the most important information about your contacts: name and contact details, tags, attached customer and CSM, and associated KPIs.
# Tags
A CONTACT can be associated with one or more "Tags". These tags can then be used as filters in the "Contact tags" drop-down menu. Here you'll find both system tags and your own custom tags.
# System tags
Skalin offers 4 default tags for contacts. Here's what they correspond to:
- Sponsor: this is the decision-maker at your customer site, the one who carries the contractual relationship. Often, the sponsor is not a user of your solution.
- Champion: this is your customer contact, your main point of contact, the person who must master your solution and speak for your company internally.
- Key user: your customer contacts, with whom you are likely to interact.
- End user: the users of your solution, with whom you have no contact.
To know
The System Tags described below make sense from Skalin's point of view and lead our algorithms to interpret signals differently depending on the contact to which they are attached. For example, a sponsor with no usage is not problematic, while a champion with no usage is.
# Custom tags
You can also create your own tags: simply enter a title in the "Tag name" box, select a color from the palette, and click "Create".
Tip
Use Tags to quickly check your key contacts. For example, by filtering on your "Champions" you can check at a glance whether you have any recent exchanges and whether they use your solution.
# Customising contact view
By clicking on the button in the top right-hand corner, you can customize the columns to be shown/hidden, as well as the number of items to be displayed on the page. This configuration is specific to each user/device and therefore has no impact on the display of other members of your organization.
Note that all the KPIs proposed here are pre-calculated by Skalin and require no special configuration (for custom fields, see below).
Definition of available fields (default fields*) :
- Email*: contact's email address
- Name*: contact's full name (first + last)
- Customer*: customer to whom the contact is attached
- Owner* : CSM owner of the account to which the contact is attached
- NPS Score*: last known NPS score
- Tags*: labels associated with the contact
- Phone*: contact's telephone number
- Role: role on the project
- Job title*: contact's job title
- Last touch*: date of last interaction with the contact. The "last touch" corresponds to an interaction involving the contact (incoming email, reply to an email, meeting, call). An unanswered email sent by your company is not counted here. These interactions can involve any person in your company.
- Last user touch: date on which a Skalin user last interacted with the contact. The "last touch" corresponds to an interaction involving the contact (incoming email, reply to an email, meeting, call). An unanswered email sent by your company is not counted here. These interactions can involve any person in your company.
- Last Activity*: date of last connection to your product.
- Visits last 30 days: number of sessions over the last 30 days. A session may correspond to a connection, or to the resumption of browsing after a period of inactivity of 15 minutes or more.
- Created at: contact creation date
- Updated at: date the contact was last updated.
- Admin : does the contact have administrator status (yes / no)
Add custom field
To create your own custom fields, go to the Custom fields section of this document. Once you've created your fields, you'll be able to show/hide them just like any other field.
# Extract contact file
You can download all customers by clicking on the button at the top right of the page. The extract will be available in .csv format and will contain all available columns.
Tip
The export contains the list of contacts displayed on the screen. Feel free to use the filters on the screen area to download only relevant customers.