Customer Group Management

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SHOPLINE's "Customer Group" feature allows you to use a variety of filters to segment your audience accurately. You can also export relevant reports of specific customer groups so that you can formulate the best marketing strategies and promotional campaigns for this customer group.

 

This article will cover the following:  

 

⚠️ Note: Please first confirm that the customer group has been successfully created. If the setup has not been completed, you may refer to the following articles:

 

1. Customer group management

After successfully creating a customer group, the "Customer Group" page will show the Group name, Update Method, Last Update Time, and List Count.

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Click the "bin" icon to delete the customer group.

*Note:

  • The customer group cannot be restored once deleted.
  • When deleting the customer group, the customer group along with all the lists under the group will be deleted as well. 

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Click View List to view the related information of this customer group and perform the following actions: 

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i. You can view the filter conditions for this customer group.

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ii. You can manually update the grouping and adjust the grouping update method in real time. 

*Note:

  • If you adjust the auto-update cycle, the date of modification will be used as the start date of the new cycle.

    As demonstrated in the following examples:     

    • When creating a group on 1 July, set the auto-update cycle list to 7 days (the cycle start date will be 1 July) 

    • The first list of the group will be generated on 8 July.
    • When the cycle is revised to 14 days on 10 July (cycle start date will be adjusted to 10 July) 
    • The second list of the group will be generated on 24 July.
  • A customer group supports manually updating the list only once per day. 
  • A manual update cannot be performed on the day the group is created.
  • If the group list has been successfully regenerated on the same day, even if the list is subsequently deleted, it cannot be manually updated again on the same day. If the update fails or the loading time is taking too long during the manual update, you can manually update it after deleting it.

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iii. You can also view the created time, count, and data analysis of each group list, and perform the following actions, such as exporting reports, deleting lists, and other actions.

*Note: 

  • The name of the newly-added list will be based on the name you originally set when the group was created along with "-2", "-3"...
  • Due to system limitations, the first list matched when creating a group cannot be deleted. 
  • For how to create campaigns and export report, please refer to the following explanation. 

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2. Create campaigns for customer group

Click View List next to the customer group and click Actions on the right of the list. In the drop-down menu, you can:

  • Add credits
  • Add points
  • Send coupon
  • Send email broadcast
  • Send SMS broadcast
  • Send FB broadcast
  • Send LINE broadcast
  • SmartPush email
  • Send WhatsApp broadcast

If more than one list has been updated for this customer group, you can choose which customer in the list to create a campaign for.

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*Note:

  • The validity period of a customer group is 180 days. The system does not support creating campaigns for customer groups that have expired. When a customer group expires, there will be an "expired" sign on the right side, and the "Actions" button will disappear. en.png
  • If any customer in this group is deleted, credits/points will still be assigned to the deleted customer, but no related notifications will be sent.
  • After the launch of this feature, you can still bulk assign credits/points on the customer list page.

 

A. Add credits

Complete the following field settings and click Send to add credit for customers.

  • Credits to be added for each customer: Enter the credit amount to be added to each customer in this customer group.
  • Validity Period: It can also be set to "never expires". 
  • Reason for adding credits
  • Notification: Check ​​for the method by which you would like to send the "Assign Store Credit Notification." You will see the number of customers to be reached by the option you select.

    • Send Email: Send to customers who filled in their "email addresses" in this customer group.
      *Note: The "Send Email" link has a UTM traffic tracking feature. You can refer to this article to learn how to view UTM data. The UTM parameters are as follows.
      Source: SHOPLINE
      Medium: Email
      Campaign: assign-credit-notify

    • Send SMS: Send to customers who filled in their "phone numbers" in this customer group.
      *Note: The "Send SMS" link has a UTM traffic tracking feature. You can refer to this article to learn how to view UTM data. The UTM parameters are as follows.
      Source: SHOPLINE
      Medium: Mobile
      Campaign: assign-credit-notify

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B. Add points

Complete the following settings and click Send to add credit for customers.

  • Points to be added for each customer: Enter the point amount to be added to each customer in this customer group.
  • Reason for adding points
  • Notification: Check ​​for the method by which you would like to send the "Assign Member Points Notifications." You will see the number of customers to be reached by the option you select.

    • Send Email: Send to customers who filled in their "email addresses" in this customer group.
      *Note: The "Send Email" link has a UTM traffic tracking feature. You can refer to this article to learn how to view UTM data. The UTM parameters are as follows.
      Source: SHOPLINE
      Medium: Email
      Campaign: assign-point-notify

    • Send SMS: Send to customers who filled in their "phone numbers" in this customer group.
      *Note: The "Send SMS" link has a UTM traffic tracking feature. You can refer to this article to learn how to view UTM data. The UTM parameters are as follows.
      Source: SHOPLINE
      Medium: Mobile
      Campaign: assign-point-notify

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C. Send coupon

Select Send Coupon to open the pop-up window. Once you have set the relevant settings, click Confirm to send the coupon to customers. For more details, please refer to the following FAQ.

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D. Send Email, SMS, FB, and LINE broadcasts

Select the type of broadcast message.

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Take sending SMS broadcasts as an example. Click Send SMS Broadcast, and you will be redirected to the SMS content editing page. Set the message title, message content, and message time for this message.

*Notes:

  • Message Time can be preset. Even if the preset time is later than the expiration date (180 days from created date) of the customer group, the system will still broadcast this message.
  • After you create a message with a preset time, if you delete the target customer group but do not delete the broadcast message, the system will still send the message to the deleted customer group at the preset time.

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Click the Set Target Group tab. Under the Select Customer Group field, the system will automatically select the customer group for which you just created a broadcast message. Furthermore, you can also customize options for Accept Marketing Setting. 

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After all the settings above, the page will show how many users this message will be delivered to.  Click on the Send button to send the message.

*Click here to learn more about sending broadcast messages.

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E. SmartPush Email

Once you install the SmartPush App, the "SmartPush Email" path will appear in the Actions button within the subgroup. For further details on how to install SmartPush App, please refer to this article.

After selecting SmartPush Email, you will be redirected to SmartPush in another tab for setting up an email. In the tab, the Recipient field is fixed as the number of customers in this subgroup selected in the previous step. It can't be adjusted or excluded (as shown in the image below). After filling in the information, click on Go to Design Email.
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*Note: The subject line must be filled in to proceed to the next step.

Next, you can directly click Select, or click Preview to experience the template first before clicking on Select.
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After applying a specific template, you can customize the email with different blocks. If you have any questions about editing a block, you can click How to use blocks. When you finish editing, it is recommended to click Preview to view the design, and then click Save and next in the upper right corner of the page.
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Finally, confirm the sending information (e.g. email text, sending date). You can select Save draft in the bottom left or Create directly in the bottom right of the page.
*Note: If the number of recipients for the campaign is 0, it will show in red letters below "Send to XXX" on the page, saying "The actual number of recipient is 0, please select again".Screenshot_2023-05-18_at_2.23.19_PM.png


You can also create campaigns directly through SmartPush. Upon entering the page, go to [Campaign] > [Campaign List] > [Create marketing campaign].
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Click Create Email.
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As distinct from the SmartPush screen that you enter via clicking "SmartPush Email" from the Admin, the Recipient field here allows you to set your subgroup manually.
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*Note:

  • If the subgroup is deleted before the SmartPush email is sent, it cannot be sent as scheduled. However, if the subgroup is deleted within 10 minutes before the scheduled sending time, the SmartPush email campaign will enter the standby state and will still be sent as scheduled.
  • If you uninstall the SmartPush app:
    • the scheduled SmartPush emails of the subgroup will not be sent as planned.
    • any adjustments made to drafts or scheduled campaigns created in the subgroup will not be displayed as records.

 

F. Send WhatsApp broadcast

Select Send WhatsApp Broadcast and it will open the setup page of the [Message Center] > [Social Segment Broadcasting] > Create WhatsApp broadcast message. The system will automatically select the customer group as the target population (you can change the customer group). Enter the broadcast name and content to send the WhatsApp broadcast to customers.

For more details on the WhatsApp broadcast, please refer to the following FAQ.

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3. Export customer group report 

Click the View list button on the right of the customer group, then click the View drop-down menu and select "Export Report". If the customer group has already updated several customer lists, you can select the list for which you like to export a report. 

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You can select which fields to export and click Export Report

*Note: If any customer in this group is deleted, the exported report will not include the data of the deleted customer.

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The "Message Count" field in the Customer Group Report was removed on 6 September 2023. Currently, the system no longer allows the selection of this field. If you wish to view information related to messages, please refer to Message Center Interface (New).

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