As a Customer Service Rep at State Line Tack online (uses Shopify), I should be able to see the email history with a given customer.
According to the customer service rep on the phone (who must be called because emails are not answered): “We can’t see what has been emailed unless the rep enters it into the system. We can’t see the emails”.
This sounds like the email system is completely disconnected from the CRM, and a customer service rep who checks the email must manually enter any “email correspondences” into the customer’s account in the CRM — otherwise, there is no way to know that the customer sent an email.
The use-case for this feature is that if a customer calls in to Customer Service and says “I sent you the info via email”, the customer service rep is not able to see the email and has no idea what the customer is talking about.
Desired State
Proper CRM integration so that a customer’s email correspondences are tied to or accessible from the customer’s account. This is important for customer service reps who cannot view the email directly, and who can only view the CRM when helping customers.