Fluid Relationships
A complete customer story. A more personal next step.
Every customer has one record: what they bought, what they subscribe to, their points, their rep, and what your team has noted. Their rep keeps the personal details, and Catch Ups say when a thank-you or a check-in is due.
Timeline
Every change and note, with who made it.
Customer, order, and subscription pages keep a timeline of staff comments and system changes, so the next person picks up where the last one stopped.
- Comments for your teamVisible only to your team, with teammate mentions and file attachments.
- Changes with a nameEach event records whether a person, the system, or the customer made it, and when.
- On every recordThe same timeline appears on customer, order, and subscription pages.
- The path to each orderOrder journeys show the link, the visits, the cart, and the checkout.
Points and consent
What they’ve earned, and what they’ve agreed to.
Points, marketing consent, agreements, and customer type live on the record, and every manual change to points leaves a reason and a name.
- Points with receiptsEvery adjustment needs a reason and records the admin who made it.
- Your name for pointsCall them what you like, and see each credit in the history.
- Consent on fileEmail and SMS marketing status, switched from the record.
- Agreements keptEach accepted agreement, marked Required or Optional.
Rep view
Reps keep the personal details that matter.
The same customer shows up in their rep’s contacts, with the notes, tasks, and groups a rep uses to keep things personal.
- Buyers become contactsA completed order adds the buyer to the credited rep’s contacts as a Customer.
- Pinned notesThe details worth remembering, like “Prefers texts after 6pm,” stay at the top.
- Tasks with remindersDue dates, and a reminder when a task comes due.
- GroupsEmoji-and-color groups, like VIP or Sensitive skin.
Next step
Know who’s due a personal note, and why.
Catch Ups tell each rep when a thank-you, a check-in, or a subscription suggestion makes sense, and Fluid drafts the message for the rep to send.
- After an orderA thank-you a week after an order, with a nudge to ask how shipping went.
- After a reviewA thank-you that mentions the customer’s star rating.
- Repeat buyersA suggestion to subscribe when someone keeps reordering the same product.
- Tidy recordsA nudge when a contact has no group, or hasn’t been regrouped in 60 days.
Mist for relationships
Ask who your best customers are, and who’s gone quiet.
Ask Mist for your top customers by lifetime value, or the subscriptions that stopped renewing and why. Mist reads your data, and people decide who to reach.
- Top customersThe top 20 by lifetime spend, with their order count and last order.
- Lapsed subscriptionsFailed and expired kept apart, reasons grouped, and a call list of the top 20.
- A morning readThe 6:00 AM brief covers new, repeat, and high-value customers, refunds, and cancellations.
- Read-only by designThese skills never cancel, retry, or edit a record.
On the record
One person, one record, from first order on.
The details your team needs sit together on the customer, so nobody has to go looking.
- One member recordCustomers and reps share one record, so a customer who enrolls keeps their history.
- Orders and subscriptionsRecent orders, and each subscription with its frequency, next order, and amount.
- Addresses and payment methodsA default for each, on the record.
- Store creditA customer’s store credit, on their record.
- Your own fieldsDefine custom fields for members, like skin type.
- Find and exportFind customers by subscription, repeat purchases, spend, location, or rep, and export the list.
What it replaces
The customer story, without another CRM.
Brands often keep customer notes in a CRM, points in a loyalty app, consent in an email tool, and the rep relationship in a spreadsheet. In Fluid, they sit on the same record as the orders.
Usually
- Customer CRMs
- Customer profile databases
- Loyalty point apps
- Follow-up reminder tools
- Notes and timeline plugins
- One customer record
- A timeline with names on it
- Points with an audit trail
- Consent and agreements
- Rep notes, tasks, and groups
- Catch Ups for personal follow-ups
FAQs
Questions customer teams ask.
Every brand’s relationships run a little differently. We’ll look at yours with you.
Who can see comments on the timeline?
Only your team. Customers never see them.
Can our team read a rep’s conversations with a customer?
No. Conversations stay with the people in them. Your team sees orders, subscriptions, points, consent, and the timeline, and reps keep their own notes and tasks.
Do you have customer segments?
Not as saved segments. You can find customers by what they’ve bought, spent, or subscribed to, and each rep keeps their own groups, like VIP or Sensitive skin.
What happens when a customer becomes a rep?
They keep the same record. Customers and reps share one member record, so their orders and history come with them.
Does Fluid send follow-ups automatically?
No. Catch Ups suggest a personal next step and draft the message. The rep decides what to send.
Can we reward loyal customers?
Yes. Customers earn points under your own name for them, and every manual adjustment records a reason and who made it.
Explore the platform
Relationships run through the platform.
The same customers, reps, and orders carry across Fluid.
See it with your customers
Bring us one customer. We’ll show you the whole story.
We’ll walk through the customer record, the timeline, and the rep’s side of it in Fluid, with your products and your points.