One history per customer, including the awkward parts

Split that conversation across four systems, and every seller wey touch am go start from partial evidence. Dem go compensate the way anybody go do: by asking the customer to repeat demself, or by guessing. Both dey expensive, and the second one dey expensive in a way wey only show later.

For iKonekt, the thread na the unit. Chat, form, e-mail, phone note, quote, booking, payment — one list, one order, one place. Wetin seller see before dem type na everything wey the company don ever talk to this person, wey be the minimum required to sound like a company instead of series of strangers.

Notes dey team-visible by default. Na decision be that.

The easy design na private notes: each seller keep dem own, nobody dey embarrassed, everybody feel safe. Na also how you go end up with company wey im knowledge evaporate anytime somebody travel go holiday.

So notes here dey visible to the team by default, and dem carry private flag for the ones wey genuinely no suppose travel — pricing headroom, internal opinion about difficult account, the reason dem refuse discount. Private mean private from the customer, no be from your colleagues. No note dey inside this system wey customer-facing reply fit accidentally contain.

The practical effect na mild, useful discipline: people dey write notes wey dem go dey comfortable if person read am out for meeting, because e fit happen. For our experience, that one dey improve the notes.

The exception wey nobody dey argue with: note wey talk say "customer dey extremely rude to Alicja on Thursday" dey team-visible on purpose. Whoever pick that thread next deserve the warning, and Alicja deserve make e no explain am two times.