ShoutCMS Contacts are created by your staff or when a person completes a form or purchases an item from your store. Contacts can be added to Groups and Group Identifiers that have been configured for your site; these configurations support your lead generation, order entry, email communications, and customer relationship activities. Managing contacts is an important aspect of your business.
Contacts can be found directly using the Contact Search located at the top right of the screen, or listed as a member of a Group or Identifier. Accessing and managing Contacts is done from the Contacts area which, by default, lists the Contact Groups. Click a Group to open the contacts in the group, or if you are looking specifically for one contact, enter their name in the Search Contact field. A list of contacts will be displayed. Click on the contact's name to open the Contact Summary. Click on 'Add Contact' button if the contact is not in the system.
The Contact Summary shows the core attributes of the contact and how they have interacted with your site. Click on 'Edit' located to the right of the contact name to modify the contact's information (Modify Contact). The following sections describe some of the more complex aspects of the Contact.
Internal notes are created/modified by contacts that have Administrator access. These notes are not accessible by the contact. Notes are designed as a scratch area for your team to document information about the person and how they interact with your processes.
Internal notes are not used by the ShoutCMS system - they can be modified as required. Typical uses include: Follow-up messages during sales calls, records of contact interaction, summary of the contact's engagement history.
Contact Viewable Notes
Contact Viewable notes can be added to the Contacts record as part of creating dialogue with the contact. These notes are available to the contact when they login and access their MyAccount area. (This area is also used to view the status of orders, forms, and subscriptions).
Contacts are added to Groups and Group Identifiers, collectively referred to as "groups" in this user guide. Groups are used to control access to site materials, and to interact with contacts through mass emails and other list-management processes. Identifiers are similar to Groups - they allow exclusion by cross-filtering (include the contact only if they are a member of both group and identifier). Most sites only require Groups, Identifiers should only be configured when necessary.
Company information can be entered if this information is important to your business. In many B2C situations, company information is not collected. Enter company information to support business sale activities or for support information during product support (if required).
The Outbound Email field is used when sending emails to the contact. Emails are sent when a product is purchased, when a form has been submitted, or when a contact has been added to a mass email distribution list. To support anti-spam legislation, the contact can unsubscribe from bulk email distribution lists; ShoutCMS supports this requirement through its Subscriptions system.
The Member-ID field can be populated from an external system and acts as a reference to the contact as he or she engages with your company. This field is optional and is generally used to track membership numbers or other values that are generated by your business.
Most contact address information is optional; however, the email field is required as it is used for correspondence and core contact management.
User Name and Password
Enter a user-id and password for the contact. A unique username is required.
Selected Group Memberships
Groups are used to manage sets of contacts during a specific activity. A Contact can be added to a group by a site administrator, or they can be added automatically when the contact completes a form or buys a product using the shopping cart. Groups can be configured so that contacts can manage their own memberships from the MyAccount area (after they have logged in).
Groups are used along with Identifiers during contact management activities; their usage depends on your business processes. You can add/remove groups and add/remove contacts within the groups to suit your business needs. This is done from the 'Modify Contact' screen and from the "Contacts by Group" and "Contacts by Identifier" lists.
Select Identifier Memberships
Identifiers are used to further filter contacts within a Group. Identifiers are used during contact management activities; their usage depends on your business processes. Many sites do not require identifiers as the Group system supports most needs. You can add/remove Identifiers to suit your business needs from the 'Contacts By Identifier' tab. Adding the current contact to an Identifier group will cause the person to be included when the identifier group is selected.
Select Administrator Roles
The Administrator roles provide access to the Site administration system where the person can access and modify site data including pages, contacts, store configurations, and products. Site administration should only be granted to individuals that are members of your staff. Check the checkbox control if the contact is a member of your staff and requires access to the site in order to modify pages, process orders, configure products, or manage contacts.
The Images area of the Contact is used to manage photos and other images that are associated with the contact. These images can be created by a site administrator or by the contact when they access their MyAccount area. The Profile Image and Company Logo images are used internally and on public directories. Use of images is optional.