Introduction: Customer Targeted Vouchers via CRM Broadcast Message

This article will guide sellers to create and send exclusive vouchers via CRM tool broadcast message to specific groups of customers. CRM tool broadcast message is currently only available with limited access to some sellers.
Targeted Vouchers available in three different types for specific customer groups on CRM:
You can see detailed definitions of each customer group on the CRM Engagement tool feature guide here.

Benefits of Sending Customer Targeted Vouchers via CRM Broadcast Message

Feature Guide

Create and Send Customer Targeted Vouchers

Entrance

• Visit Seller Center > Customers > Select customer group (Create Plan)
• Not applicable for: abandoned cart and unpaid order customer groups (Regular vouchers only)

If seller has no ongoing or upcoming Customer Targeted Vouchers available

• Select create voucher > target voucher to be redirected to promotion creation page
• At promotion creation page, enter voucher name, claim period, voucher validity period, coupon settings > confirm (ensure voucher is active at broadcast sending time)
• Once voucher is created, go back to CRM page, select newly created voucher > confirm to attach to broadcast plan
• Fill up rest of broadcast plan

If seller has ongoing or upcoming Customer Targeted Vouchers available

• Select existing voucher > confirm to attach
• Fill up rest of broadcast plan

Create and Send New Customer Voucher

Entrance Visit Seller Center > Customers > Select 'Potential New Customers' customer group (Create Plan)
If seller has ongoing or upcoming New Customer vouchers available You can select existing New Customer Voucher and add it to your broadcast plan.
If seller has no ongoing or upcoming New Customer vouchers available To create a new voucher, from the broadcast plan creation page, click create Voucher > select New Customer Voucher, then it will redirect you to the promotion creation page to fill up voucher details.
Once voucher is successfully created, return to CRM broadcast plan creation page, refresh the voucher list and select the voucher.
You can find more details on how to create the New Customer Voucher through this feature guide.

Create and Send Repeat Customer Voucher

EntranceVisit Seller Center > Customers > Select Repeat customer group (Create Plan)
If seller has ongoing or upcoming repeat customer vouchers available You can select existing Repeat customer voucher and add it to your broadcast plan.
If seller has no ongoing or upcoming vouchers availableTo create a new voucher, from the broadcast plan creation page, click create Voucher > select Repeat Customer Voucher, then it will redirect you to the promotion voucher creation page to fill up voucher details.
Once voucher is successfully created, return to CRM broadcast plan creation page, refresh the voucher list and select the voucher.
You can find more details on how to create the Repeat Customer Voucher through this feature guide.

Manage Customer Targeted Voucher

• Visit Seller Center > Promotions > Promotion Tools > Manage your promotions

To manage a Targeted Voucher promotion on the Seller Center PC, visit Manage your promotion to view the details of ongoing, upcoming and deactivated promotions.

• Click Edit: To edit upcoming promotions, all voucher settings can be edited. To edit ongoing promotion, only the promotion period can be extended and the claimmable quantity can be increased
• Click Deactivate: To end an upcoming or ongoing promotion
• Click Duplicate: To copy and paste the Repeat Customer Voucher setting to help you quickly set up another one.
• Click Targeted Voucher: Sellers can get back to customer management page to find related broadcast plans

Customer Side Display

Targeted Voucher Performance

Sellers can check how many targeted vouchers claimed by customers through broadcast plan on the Customer Management - Performance Overview page and Plan detail page.

FAQ

1. Can I create Targeted Voucher to send to another customer who does not belong to groups inside the CRM tool Customers Group?

No. Targeted vouchers can only be accessed by selecting one of available customer groups on the CRM tool. If you wish to send a specific voucher to one specific customer, you can create a Chat Voucher then send it via Customer Service Agent chat. (Learn More)

2. If I successfully create Targeted Voucher but I do not broadcast the Targeted Voucher, will the voucher appear for the customer groups?

Yes, targeted vouchers will appear for the relevant customer groups at other touch points such as store page, PDP page, LIVE. CRM broadcast is an additional channel sellers can use to send targeted vouchers to increase voucher usage and maximise targeted vouchers benefits.

3. How many Targeted Vouchers can I create for each customer group?

Unlimited for targeted vouchers. But sellers can only create one new customer voucher for potential customer group in the same period.

4. Can the Targeted Voucher be used with other seller vouchers in the same order?

No, seller vouchers from the same seller can not be stacked and customers will only be able to use one seller voucher per order. If the customer has multiple seller vouchers, the system will auto-apply the optimal seller voucher for the customer upon check-out.

5. Can Targeted Voucher be used for 'Abandoned cart' and 'Unpaid Order' Customers?

No, regular vouchers can be used for these customer groups.

6. If I have already created a Targeted Voucher for a selected customer group, will the group size of this customer group be updated over time?

Yes, the group size of selected customer group will automatically updated over time.

7. Is 'New Customer' Targeted Voucher and New Customer Voucher different?

Yes, they are meant for different customer groups. The 'New Customer' targeted voucher is based on new customer group and the definition is 'Customers who have made their first purchase in your shop in the past 30 days'. On the other hand, New Customer Voucher is based on potential customer group and the definition is 'Customers who haven't shopped with you yet, but have added or favorited your products,or have viewed your live videos or short videos more than 3 times in the past 30 days'.