Customer Feature

12/31/2024

This article provides sellers with a comprehensive overview of Customer feature. Targeting the right customer segment with the right message through the right channel is the key to growing customer loyalty. This feature is available on Seller Center PC for all sellers.

What is Customer Feature?

CRM refers to Customer Relationship Management, which means process managing relationships with customers by using mass communication tools to target different levels of users. Customer feature, previously CRM, provides sellers with operating tools to target customers in a more personal way.
TikTok Shop Customer feature provides user segmentation and plan functions for sellers to do marketing, such as sending promotional messages, campaign announcements or offers to their customers on different levels.
Customer feature is currently accessible only through the Customers menu in the Seller Center on PC.

What Do My Customers See?

The picture below is an illustration of what the message will look like on the customer's side.

Note: All screenshots are for reference purposes only. The actual interface and features may differ.

Benefits of Customer feature

Function Details

Customer feature has 3 key functions to help sellers manage engagement operations for customers smoothly.

Customer Overview

Customer overview dashboard provides overall data and insights regarding customers' segmentation and historical analysis. Through this dashboard, sellers would be able to build their customer loyalty strategy, which ultimately leads to greater sales.

Understand customer outreach plans impact in funnel from view to purchase.
Manage and grow customer segments based on your priorities.

Visit

Customer Segment

Customer groups provide sellers with an intelligent overview of their customers' persona based on their attributes, historical activities, and lifetime value. Once a segmentation is created, sellers can specifically create outreach plans and coupons as well as view the performance data.

The system provides 7 different customer segments by default.

Segment	Definition
Potential new customers	Customers who haven't shopped with you yet, but have added or favorited your products in the past 30 days.
Recent Customers	Customers who have made their first purchase in your shop in the past 30 days
Repeat Customers	Customers who have previously placed orders in your shop and made another purchase in the past 30 days
Frequent Customers	Customers who have more than 1 purchase in the store in the last 90 days.
Lapsed Customers	Customers with at least 1 purchase in the past 365 days but don’t repurchase in the last 90 days.
New Followers	Users who just followed shop's account and remain followers in the last 30 days.
Existing Active Followers	Users who have followed shop's account, engaged with your shop through LIVE, Short Videos and Product Card in the past 30 days.

Alternatively, sellers can create your own customer segmentation based on shop's preferred criteria. It's recommended to select at least 3 conditions for the segment to be precise and effective.

Group	Conditions available
Demographics	Age Gender Region(s) within your country
Perchasing behavior	Browsed, favorited seller's product within X days Added seller's product to cart or gave a review within X days Min-Max value of orders, payment amount First or last order date period
Shop follower	Whether they follow the shop Period that they follow the shop
Engagement	Watched, liked, or clicked on any products in your shoppable video Watched or clicked on any products in your LIVE
Historical outreach performance	Read, click, unsubscribed your message

Customer Outeach

One-Time Plan

Quickly create a one-time plan with our pre-built templates to send a message to target audiences at the scheduled time. This pre-built one-time plan is in limited quota.

You can also create one from scratch to fit your specific business needs in 3 areas.

Drive Sales	Share best-selling products	Announce new product launches	Promote LIVE, sales, and campaigns
Encourage repeat Purchases	Turn followers into customers	Get customers to buy again	Win back inactive customers
Build loyalty	Ask for reviews and testimonials

One-Time Plan Setting

A message will be sent to your target customers at the scheduled time only once.

		Plan name: Free text up to 100 word counts.Send to: Your customer segmentationPlan type: One-timeSend time: Now or schedule it for later
		Channel: ChatContent: Leverage recommended template or choose from the list that fits your situation Use your own creativity with free text
		Coupon: a voucher to close the deal with your customers. Regular coupons are visible for everyone Targeted coupons are visible to those in the customer segment Private coupons are only visible to message recipients only Product: attach 1-4 products into the message
		Interactive button: allows customers to see more at your product list or LIVE Event
After you have completed the form, you are then provided with 3 action options to complete the setting Discard: Delete your outreach plan/contents in the form and you will be redirected back to the customers overview screen. Save as Draft: Save your work as a draft and not activated yet, and these drafts will be accessible under the Customer Plans list. Submit: Directly send the outreach plan/contents that you have filled into the customer groups that you have chosen previously. Outreach status will then be available under the Customer Plans list.

Pre-built automated plan templates

Automated plans will be triggered automatically to send a message to your customers once they meet the defined conditions during the timeframe you define.

The automated customer outreach plan is unlimited as sellers can run multiple automated outreach plan objectives at the same time.

Remind to purchase	Go LIVE reminder	Remind price drops	Recover abandoned carts	Recover incomplete checkouts
Build loyalty	Post-purchase thank you

Automated Plan Setting

		Plan name: Free text up to 100 word counts.Send to: Your customer segmentationPlan type: Automated planSend time: Now or schedule it for later
		Channel: ChatContent: Leverage recommended template or choose from the list that fits your situation Use your own creativity with free text
		Coupon: It's recommended to always attach a coupon to help your customer decide quickly. Select "Smart coupon" to let the system optimize the most suitable coupon for you Manually "select a coupon" among regular, targeted and private coupon Or send the message without the coupon. Product: Products in the customer's shopping cart. Up to 4 products will be sent each time.Interactive button: Go to shopping cart to check-out.
After you have completed the form, you are then provided with 3 action options to complete the setting Discard: Delete your outreach plan/contents in the form and you will be redirected back to the customers overview screen. Save as Draft: Save your work as a draft and not activated yet, and these drafts will be accessible under the Customer Plans list. Submit: Directly send the outreach plan/contents that you have filled into the customer groups that you have chosen previously. Outreach status will then be available under the Customer Plans list.

Manage Outreach Plans

All outreach plans are in the Manage Outreach Plan tab where sellers can filter based on plan type (one time or automated) and status. See below for what you can do with each status.

Outreach plans that are scheduled to "send now" and "sent", sellers can view details and performance of plans.

For outreach plans that are under "ongoing" status, it is still in the sending process. The seller is able to view or cancel

For outreach plans that are scheduled to "scheduled" at a specific timing, sellers can view or cancel the outreach message before the start time.

This is for "One-time plan only", outreach plans that are saved as "draft", sellers are able to edit or delete the outreach

For outreach plans that are under "cancel" status, the seller is able to view the plan details and delete the one-time plan.

FAQ

Is it possible for sellers to customise the message in the outreach plan?

Yes, sellers can either adapt the template provided or use free text to write a tailored message to their customers according to their CRM strategy.

How many products can sellers include in the message?

Up to 4 products. Additionally, sellers can use "product list" as a landing for the interactive button upon setting an outreach plan.

Can sellers edit the plan once they are submitted?

Sellers can only edit the plan that they "save as a draft" and can only view details of plans they set to "send now". For plans in "ongoing" status, the sellers are only able to cancel them.

How to identify which plan performs the best?

Yes, in the Manage Outreach Plan tab, sellers can view details of each plan; the number of recipients, orders, GMV and claimed coupons of each plan to understand the plan performance.

As a seller, am I able to view individual outreach messages sent to customers from the Customer Message feature on the top right of Seller Center?

The seller is only able to view individual chat once the customers reply to the outreach message.

How to identify which segment performs the best?

Sellers can go to the Manage Customer Segment tab and select any segment to view data based on the outreach plan performance metrics for the selected customer segment. Please note that the data is as of yesterday and updated daily.

Can sellers create their own criteria to tailor their own customer segmentation?

Yes, sellers can design their own customer segmentation based on demographic, purchasing behavior, shop follower status, customer engagement with the shop, or re-targeting from the previous outreach message engagement. There's no minimum segmentation size in order to send outreach plans.

Example: Filtering for potential buyers in Java area, Indonesia.

Is it possible for customers to block sellers from sending them outreach messages?

Yes, customers may block and unblock shop communication later, hence it's important to send meaningful messages with special deals for the greatest response rate.

What language will be sent to customers according to the template?
- The language seen by the seller is based on Seller Center's current language setting. If the local language is set in the seller background, the content will also be displayed in the local language.
- Each content is made available in English and local languages. Customers will see the corresponding language that is consistent to their TikTok App language setting.
Can sellers' sub-accounts also use the Customer function?

Seller can allocate Customer function for their sub-account in User Management page on Seller Center.