In order to improve seller's performance in terms of conversions and also customer's experience in receiving messages about product updates and offers, we have created a system to determine seller's broadcast performance level and broadcast quota.
This will also allow sellers to automatically get access to CRM Broadcast Chat tool (Customers) in Seller Center if they fulfill the eligibility criteria such as:

• Customer Service 12-hour Response Rate >= 85%
• Shop Experience Score (SES) >= 3.5
• Shop Violation Point < 12
• Including other business metrics to ensure a comprehensive evaluation.

CRM Feature Opt-OutFollowing the same criteria, any seller that no longer meets one or more of the criteria, will be opted out from the feature in the next cycle on the 1st of each month.
Sellers will be able to view the Customers module on Seller Center and access previous broadcast performance data. However, they will be unable to create new broadcast plans.
Notes:

• Evaluation of seller performance to determine eligibility to access the Customers menu in Seller Center will be updated on the 1st day of each month
• The performance reviewed will be based on seller's performance from the 22nd of the previous month to the 22nd of the current month. For example, seller's eligibility for July 2024 will be based on seller's performance from 22nd May to 22nd June.
• Sellers will not be able to create and send broadcast chat if they don't meet the basic Customer Service Chat criteria (Response Rate, SES, Violation Point) mentioned above.
• All qualified sellers will automatically be eligible to get access to CRM Broadcast Chat tool (Customers) Level 2

Benefits of CRM Broadcast Eligibility and Quota

Broadcast Level and Quota Criteria

The number of broadcast plans you can create each week is decided based on your broadcast plan performance level.
Broadcast Chat performance will be measured based on:

• Read Rate: The percentage of customers who read your messages sent via broadcast plans
• Block Rate: The percentage of customers who chose to unsubscribe from your marketing messages after receiving them

All sellers that are newly opt-in to CRM will start at Level 2. Sellers that perform well will be classified at a higher level and get higher weekly Broadcast Quota (the number of times sellers can send broadcast chat in a week).
With a higher quota, sellers will be able to reach out to more customers about their product updates or offers and drive more sales!
*Notes:

• The above quota is only for regular (normal) broadcast chat plan, and does not influence broadcast auto-plans and campaign plans.
• CRM Broadcast Level and Quota is determined by seller's broadcast plan performance, in which the quota is updated on the first of every month.

How to Check Broadcast Level and Quota

Go to Seller Center - Customers - Hover to 'Weekly plan quota left'See the 'Your Shop' column on the right-hand side to see your shop's current performance and quota.

FAQ

1. I previously had access to Broadcast Chat (Customers) feature, but now I am not able to create a broadcast plan. Why?

It is because you have been automatically opted out due to low performance. Improve your shop performance, such as Response Rate, SES, Shop Violation Point, etc.

2. How do I appeal for CRM access if I was recently opt-out?

There is no appeal process. Once your shop performance improve to match the criteria, you will regain access to the CRM feature