AbleCommerce Shopping Cart Software

We are still working out the details of what will be an AbleC Gold implementation. Right now, we have a single email address for communication with customers. Through unrelated events, I've taken the time to review/audit how we are handling our emails and I don't think it can work within the new system structure.

We have two supervisors who are trusted to handle the communications monitoring the single email box. All emails replied to and even some that aren't are kept in a single folder after processed. As an outside party looking in, I am/was not privy to the situations of all of the emails, so I cannot figure out why some emails look to have been archived or even deleted without a response. (There could easily be valid reasons, like the customer contacted us by phone before the email was reached and processed, for one).

We are not going to be opening email accounts to our multiple order processors in the AbleC setup, unless there is some sort of oversight before the emails are released. I can see how the Notes feature will allow us to record communications with customers whether via email communications/conversations or just internal notes about a phone call etc.

However, what do people do for notations that may not be related to a placed order?
Customer("User") related notes for historical tracking of communication or perhaps specific details provided for that person?
I had thought this was built into the product, but realize I must have mixed notes from my order processing notation with my customer/user notes.
Is there something I'm missing in Gold or have other people successfully incorporated an AbleC specific add-on or a third party service of some sort?

Any insights are greatly appreciated! Thank you!

hi, you could add a comments text box to the user's account tab as a custom fix, it's not a CRM package after all!
details are on the forum somewhere.

For one client we added a "Comment" section on the edit user page so non-order specific notes can be added.

Were the notes then listed in a sequential format/log after entry or was it treated like a single freeform text section?

After a lot of my researching, It does seem to be custom or nothing. Which isn't exactly a problem, I just wanted to pick others' brains in case something existed already or some third party tool had helped through a similar type of function. (Another custom suggested that i had seen reused an existing mostly empty field that would get overwritten if a customer requested a new password, which ultimately would be a discouraged approach).

Thank you!