Customer inquiry

With customer inquiry, you can quickly and easily maintain your customers' master data by having your customers enter or update their own data. Consent to digital data storage or medical history forms can also be requested here. To do this, you need a second device (for example, a tablet) that you can hand to the customer. The customer has access exclusively to their own data and receives no insight into your calendar or other customer files.

Contents

• Step 1: Create customer fields for the inquiry
• Step 2: Create customer inquiry
• Step 3: Add content
• Step 4: Activate devices
• Step 5: Start customer inquiry
• Customer questionnaires in confirmation and reminder emails
• Inquiry history in the customer file
• Employee view

Customer entering their own data:

Step 1: Create customer fields for the inquiry

First, you can specify which fields your customers should fill in during the customer inquiry. You can do this conveniently on your laptop or desktop computer if you wish.

• Click on "Settings".
• Under the main menu item "Customers", click on "Customer Settings".
• Here, in the "Tabs" tab, create a new tab, for example "Customer Inquiry".
• Now create the customer fields in the "Customer Fields" tab that should be asked in the customer inquiry. Under "Tab in the customer file", select your newly created tab.

For more information on customer fields, see here.

• Please note that master data such as name or email address do not need to be created separately, but can be selected separately for the inquiry.
• If you would like to create many questions, you can also divide them into multiple tabs.
• Existing tabs can also be included in the customer inquiry without having to create new tabs.

Step 2: Create customer inquiry

Once you have created all questions, you can now create the customer inquiry.

• Click on "Settings".
• Click on the "Customer Inquiry" function. If it is not activated, you can activate it under "Add Function".
• Here, in the "Questionnaires" tab, click "+Questionnaire" to create a new inquiry.
• Now set the internal name of the questionnaire.

Then set the details for your questionnaire:

• Request basic data: Master data such as first and last name as well as phone numbers and email address are also requested.
• Digital storage: Request consent: The customer receives your information text on digital storage, which you acknowledge here and can also sign if desired.
• Closing text: Formulate the closing text of the customer inquiry.
• Signature field in closing: Specify whether the customer should confirm the entire inquiry with their signature. Note: When creating individual steps, it is also possible to add signature fields.

Define multiple inquiry types

Master data maintenance, data protection inquiry or medical history form? If different questionnaires are desired, you can store them.

1. Now open the customer inquiry function page on your main device and open the "Questionnaires" section.
2. Click on "+ Questionnaire"
3. Enter a name for the new questionnaire. This will appear as soon as you start a customer inquiry.

Step 3: Add content

You can then determine which content should be requested. To do this, go to the "Steps" sub-menu item in your inquiry. You can add both customer file tabs and freely definable texts with links to external documents.

1. Click on "+Step" to add a step to the inquiry.
2. Specify which customer fields should be requested by selecting the appropriate tab. You can also leave the selection field empty if the customer should only acknowledge the text.
3. If necessary, compose an introductory text for this step. Within this text, you can also set links to external documents that the customer should acknowledge. To do this, upload the desired document to your web space or an online service and link the desired text section using the link symbol in the text input.
4. Specify whether this step should be confirmed by the customer with a signature and save the step.

You can add any number of steps to each inquiry.

Step 4: Activate devices

1. To use this function, you must activate it in the Settings > Add Function area.
2. Now you must activate your second device. To do this, visit the following website on the second device (e.g. tablet): https://<your customer domain>.belbo.com/office/display
   Tip: Don't know your customer domain? Simply look in your calendar's address bar. Your personal customer domain is located there before ".belbo.com"
3. Now open the Settings > Customer Inquiry module on your main device and open the "Activate Devices" section.
4. Click on "+ Device"
5. Enter a name for the device (e.g. "Tablet 1"). This could be useful if you want to use multiple tablets or devices for this purpose.
6. Below the name is the "Activation Code" field. Enter this code on the device where you opened the "/office/display" page from step 2.
7. The device is now activated and can be used for the inquiry.

Step 5: Start customer inquiry

1. For data protection reasons, the customer inquiry is always initiated from the main device. Therefore, open your calendar and click on a current appointment for whose customer you want to start the inquiry.
   Why can't I select the customer directly on the second device? The reason is that the customer has the device in their hand. After completing the data entry, the customer should not be able to see another inquiry or the names of other customers. A password entry by the employee also presents a risk/effort.
2. In the appointment details, click on Options in the top right and select the "Start Customer Inquiry" option.
3. The inquiry then starts on the second device.

Customer questionnaires in confirmation and reminder emails

You can already link your inquiries in the confirmation and reminder emails to request your customers to fill out the questionnaires before their appointment. There are placeholders for the created questionnaires that you can place in the email.

This is particularly useful for questionnaires that must be completed by all customers.

How to manually send the questionnaires to specific customers is explained here.

Inquiry history in the customer file

After a customer has filled in the data and completed an inquiry, it can be found in the header area of the customer file. Click on the desired inquiry to view the history if an inquiry has been completed multiple times.

Employee view

You can also use the customer inquiry for employees. You can send the customer file to a second device so that the employee can, for example, store color formulations directly on a mobile device.

• To do this, activate the "Employee View" option under Settings > Customer Inquiry > Settings
• To access the customer file on the second device, you can click on "Options" within a customer appointment and then select the "Send customer file to second device" option
• The customer file then opens on the selected device and can be filled in by the employee.