Customer Profile
The high-quality service your business provides to your customers makes for a satisfying customer experience, though, at OctopusPro we focus on making this experience even more satisfying, helping you turn your happy customers into repeat customers that use your services again, and again.
OctopusPro helps you increase your customer loyalty and your client retention rate by allowing your customers to save their personal details in your customer portal for a quicker, easier, and more seamless booking experience. So, your customers won’t only be able to book your services from the customer portal, they can log in to your portal to do other supportive actions like checking notifications, rating your service and providing feedback, adding payments, communicating with your office and fieldworkers, and asking for support.
By allowing your customers to log in to their accounts, OctopusPro helps you deliver superior customer service and engage with your customers across their life cycle by creating self-service options for a better customer experience. This also lets you implement customer loyalty programs and optimize your customer journey.
Table of contents
Customer accounts
Signing up for a customer account
Your customer portal – which works as your stand-alone business site- is where your customers can manage their bookings and have multiple related options for an effortless journey. To learn more about the customer portal, click here.
Your customers will be able to sign up by opening your customer portal URL, then clicking on Sign Up from the top right of the homepage.
A signup form will appear, so your customers can fill in their personal details to successfully sign up. Your customers can also log in with their Google, or Facebook accounts.
After your customers fill in the required fields, a verification email will be sent to the email they signed up with, which they will need to activate their account through.
Logging in using email
After your customers’ accounts are successfully activated, they can log in to their accounts through your customer portal by simply entering their email and password.
Logging in using Facebook
Your customers can use their personal Facebook accounts to login into your customer portal by clicking on “Log in” on the right top of the customer portal’s homepage.
They should then click on Login With Facebook.
A new window will appear requesting access to their Facebook account, upon your customers granting that access, then they will be logged in on your customer portal using their Facebook account.
Logging in using Google
Your customers can also log in using their Google accounts. They can click on “Login With Google”, and a new window will appear allowing customers to sign in to their Google account.
Logging in using the booking number
If your customers already scheduled their bookings through your customer portal without signing up, they can still log in to your customer portal to check their booking details using the booking number that was automatically generated once the booking was created. To log in using the booking number, click on login from the customer portal home page.
Then click on Use booking number to log in.
The following form will be displayed and the customer will enter their email address and booking number and then click on Log in.
Managing customers’ profiles
Adding a profile picture
After logging in to their account, your customers can edit their personal details by clicking on Profile from the sidebar menu on the left.
They will be redirected to the “My Account” page, where they can update all their personal information including their profile picture, saved locations, business profiles, and much more.
Your customers will be able to update their profile picture by clicking on the camera icon on the current profile picture, then selecting “Update Profile Picture”.
Updating login password
On the “My Account” page, your customers will be able to reset their passwords by clicking on Reset password under the customer’s personal info.
Updating personal profile
To edit their profile information, they should click on the edit icon next to their details.
An Edit Info form pop-up will appear, and your customers can first select if their profile is a personal or a business one. Then, they can enter or edit their first and last name, or they can add multiple names for each contact using the +icon next to the input field. They can also enter or edit their email or add multiple emails using the +icon next to the field. They can also edit their mobile and phone number or add several ones using the +icon next to the field.
Adding additional contacts
From the same Edit info form, your customers can add another contact to their profiles by clicking on the “Add another contact” button from the edit info form.
A secondary contact will appear to fill in their contact details. To add more contacts click on More contacts.
Adding billing address to profile
Your customers will also be able to edit their billing address from the same pop-up window. They can locate their exact location on a map, and select their country, state, and town. They can also select whether they want their billing address and booking address to be the same or not. After entering the required data, they should click on Save.
Adding business profile
Your customers can create their business profiles from “My account”, by clicking the “Create business profile +” button
The “Add business profile” form will appear. Customers will be required to enter the billing email, business name, country, state, and town of the business profile.
Adding multiple business profiles
Multiple business profiles can be created on the same customer profile as customers can have more than one company. So, when your customers create a booking using one of the companies, then all the confirmations, invoices, and payments can be done with this company name. To add more than one business profile, click on Create business profile. To edit a business profile, click on the edit icon next to it.
Saved locations
On the “My Account” page, the saved locations of customers will be displayed, so any location your customers enter while scheduling the bookings will be saved to select later. To delete a location, click on the delete icon next to it.
Selecting a profile when making a booking
Your customers can easily select their preferred profile when they are scheduling a booking. So, if your customers have multiple business profiles saved, and they want to create a booking under one of these business profiles, they can easily switch when entering their contact details during the booking process on the customer portal.
After scheduling the booking, and picking their requested time, your customers will be required to enter their contact details, in the case that they are logged in, then their contact details will automatically fill.
Their personal profile details will be selected by default, if they wish to schedule a booking on behalf of one of their business accounts, they should click on “Business”
Their business profile details will automatically be filled in, if they have multiple business profiles, they can enter the name of their business and the details saved for it will automatically be filled in.
Adding payment methods
Customers can add a payment method when they click on Payments from the sidebar menu on the left. They will be redirected to the payment methods page, where they can view payments and add payment methods.
Click on Payment methods to view or add a payment method.
Customers can edit or remove payment methods added by clicking on the edit icon next to the card. To add a new payment method click on Add a new payment method.
Customers will easily add a new card by entering their card detail, then clicking on Add card.
Making a new booking
Scheduling an appointment
Your customers can schedule their appointments easily when logged in to their profiles on your customer portal. After logging in, the “Schedule an appointment” button will be on the left side menu under their display name.
Upon clicking on the button, your customers will be redirected to the “All Services” page which includes all the available services provided by your business. The display services will also depend on the services provided in your customer’s location.
The services will be displayed with their starting rates and a brief description of each service.
When the needed service is selected, your customer will be redirected to the service view page, where they will be able to view all the details of their selected service.
On the service view page, your customers will be able to schedule this service by clicking on “Schedule an appointment”
Auto-filling booking addresses from saved locations
If your customers have their locations saved in their profiles, then they will not need to enter their location when scheduling a new booking, as it will automatically fill instantly.
Your customers will be able to view all the services provided in the area that they have already saved in their profile and can directly schedule bookings without having to enter their location all over again.
Auto-filling customer contact details from profile
If your customers have their contact details saved in their profile, like their first name, last name, email address, phone number, and more saved in their profiles, then they will not need to enter their details again when scheduling a new booking, as it will automatically fill instantly.
During the booking process when your customers are scheduling a booking through your portal, their contact details information will be automatically filled in from the contact information saved in their profiles, and they will not need to fill it in manually. Your customers will also be able to add/edit or remove any details they wish, they can also add an additional contact, and select them for this booking.
Using saved payment methods when making a booking
If your customers have their credit card information saved on their accounts or have previously added them when making payments through the customer portal, then your customer credit card details will be stored when they are checking out where they can simply select one and proceed with the booking.
Buying a gift card
OctopusPro provides your customers the option to buy gift cards so they can offer them as presents to their family, and friends. From the customer profile, the “Buy gift vouchers” button will be available on the left side menu.
When this button is clicked, your customers will be redirected to the “All Services” page that displays all the available services which can be bought as gift cards, in addition to the “Gift Vouchers” tab.
When any of the services are selected, the service page opens and customers can click on the “Buy as a gift card” button that appears on the right side menu.
Once clicked, the form of the service displays asking to select the required fields, then if your customers want to add more services to the gift card, they will click on “Add more services” so the services page will appear again to add from, if not, the “Continue to checkout” button will be pressed.
After the required information of the receiver is entered and “Next” is pressed, your customers will get the payment method form to select from the bank card.
At the final stage, when pressing on next, the “Gift Card Overview” form will be displayed containing the recipient information, payment method, and selected service.
To approve buying the gift card, your customers should agree to the terms and conditions, then click on “Confirm booking”.
Viewing booking history
Viewing current / future bookings
Your customers can view their upcoming bookings when logged in on your customer portal, by clicking on My Bookings from the sidebar menu on the left. Then click on Upcoming to view their current and future bookings. They can view their booking details, view the booking location on a map, sort their bookings by date, and more.
When they click on a booking, they will be redirected to the booking overview where they can:
- View their services.
- View booking location.
- Accept or decline quotes.
- Add instructions.
- Add images.
- Edit contact details.
- Add payment methods.
- Upload attachments.
Viewing past bookings
Your customers can also view their past bookings when logged in on your customer portal, by clicking on My Bookings from the sidebar menu on the left. Then click on Past to view their previous bookings. They can view their booking details, view the booking location on a map, sort their bookings by date, and more.
When they click on a booking, they will be redirected to the booking overview where they can:
- Add feedback.
- Rate fieldworker.
- View invoice.
- View their services.
- View booking location.
- Accept or decline quotes.
- Add instructions.
- Add images.
- Edit contact details.
- Add payment methods.
- Upload attachments.
Viewing Gift Cards
Customers can view their purchased gift card from their profile on the customer portal. By clicking on Gift Cards from the side menu on the left, view their upcoming or past gift cards. By clicking on the gift card, they can view its details.
When customers view the gift card, they can:
- Schedule an appointment to use the gift card.
- View the invoice.
- Edit contact details.
- Add instructions.
- Add a payment method.
Viewing and receiving notifications
Customers can view their notifications regarding any booking by clicking on Notifications from the sidebar menu on the left after they are logged in from your customer portal. Your customers will receive notifications for booking confirmations, booking modifications, or any updates related to their bookings.
When your customers click on the notification, they will be redirected to the booking overview page to check its full details.
You can decide which notifications your customers receive by changing your settings and granting or denying certain permissions. To learn more about assigning credentials click here.
Chatting with the office
General office chat with the office
Your customers can easily get in touch with you through the customer portal. Go to Support & Feedback from the side menu on the left. They can check the frequently asked questions, terms, and conditions, and send messages and emails. To chat with the general office, click on Messages.
A pop-up window will appear where they can start a conversation with the general office regarding anything they need, they will simply add a comment or upload a file and click on Post comment.
This conversation will be between you and your customers. You can allow your fieldworkers to get notifications for the conversations sent from your customers, to learn more about how you can let your fieldworkers receive notifications click here.
Comments posted by your customers will be visible in your discussion on the admin portal where you can view the discussions and add comments. To learn more about adding a comment to a discussion, click here.
Chatting with the office regarding a specific booking/quote/ invoice/complaint
Your customers can easily get in touch regarding any booking through the customer portal. Go to My Bookings from the side menu on the left, select a booking, then click on Message us.
A pop-up menu will appear so they add their comments and upload files.
After posting the comment, the conversation will appear on the right of the booking overview. Customers will receive your comments here and can add more comments and upload photos.
Comments posted by your customers will be visible in your discussion on the admin portal where you can view the discussions and add comments. To learn more about adding a comment to a discussion, click here.
Viewing all messages
Customers can view all messages with the office by clicking on Messages from the sidebar menu on the left. Click on a message to view the conversation.
When your customers view a message, they can send messages, upload photos, or delete old comments.
For more information please visit Octopuspro user guide, and subscribe to our youtube channel.