Customer re-engagement

Customer re-engagement is a marketing tool that helps sellers convert traffic into sales by delivering coupons to buyers who need it most, enhancing the effectiveness of marketing efforts and motivating customers to return and make purchases, as well as promoting traffic conversion into actual revenue.

Benefits:

  • Drive loyal customer groups and increase conversion rate

  • Proactively reach out to potential customers

  • Increase store traffic

  • Increase customer engagement

1. General information

This area will display aggregated data about the behavior of customers in your store on Tiki, along with interaction suggestions for each of those customer groups. Data is collected in two metrics:

  • Your potential customer groups: Displays the number of customers who have added your products to cart, Store followers, Customers who view your products multiple times, Return customers. 

  • Sent messages: The number of messages you have sent after creating campaigns with the form of Send via chat. The limit will be allocated weekly and reset every Monday.

2. Campaign list

Sellers can track the list of created campaigns, the current status of the campaign (upcoming or sending, the status of delivered messages/coupons, the total number of orders with the discount code applied (Please hover over the (i) icon to see the meaning of each indicator).

Step 1: Go to Seller Center, select Marketing Center > Customer re-engagement tool

Step 2: Select Create campaign.

Step 3: Campaign setting

1. Basic information

  • Campaign title

Select a name for the campaign. This name will not be visible to customers. Tiki suggests that you should come up with a short name so that it is easy to remember and manage.

  • Channel: There are 2 options:
    • Send via Chat: Send discount codes directly to customers via chat

    • Send to My Coupon: Send a discount code directly to the customer’s coupon wallet – My coupon (coming soon).

2. Targeted group of customers

  • Customer group: There are 4 options: Customers who added your products to cart, Store followers, Customers who view your products multiple times and Existing customers

  • Time period: Period of time when customers have interactions with your store.

After you set the customer group and time period, the system will automatically estimate the number of customers that can receive the message for your information.

Note: Factors that determine whether a customer receives a message from the seller, including: Customer’s message receive limit, whether the customer blocks the seller’s message…)

3. Message and coupon settings

  • Discount code

Please click Select coupon > The system displays a list of eligible coupons for the campaign, select up to 1 coupon or click Create new coupon to create a new one following the usual flow, see instructions here. Then click Confirm.

Tip: You can choose a discount code with a short expiry date (e.g. 1 month) to create the “scarcity” and encourage customers to make purchases now.

  • Title: Enter the title of the message sent to the customer, up to 40 characters. Please come up with a short, clear and contain coupon value to attract customers.

  • Message: Enter the content of the key message that you want to transfer to your customers. You should include attractive offers of your coupon (applicable products, expiry date, minimum order value…) so that customers can easily make purchasing decisions.

  • Start time: There are 2 options:

    • Send right after the campaign is created

    • Set time in the future

After the setting is complete, check the content of the message that the customer will receive in the Chat preview on Tiki app section. 

Finally, click Create. On the confirmation popup that appears, click Confirm.

After the message is sent successfully, the discount code will be displayed in the customer’s Chat box.

1. Seller’s limit to send campaigns

  • Sellers will be allocated a message limit based on the number of active leads weekly. The limit will be allocated weekly and reset every Monday.

  • Formula to calculate weekly limit:

    • Limit = (Total number of customers who added your products to cart in the previous week + Store followers in the previous week + Customers who viewed your store multiple times in the previous week + Existing customers in the previous week)/3

    • If the calculated limit is less than 2,000, Tiki will set the default limit at 2,000 messages/week. If you need a higher limit to send campaigns, please contact our MakeSense department via email makesense.support@tiki.vn for support.

2. Customer’s limit to receive campaigns

Each customer can only receive up to two chat channels holding unread engagement messages and cannot get additional messages unless the message is read or is automatically marked as Read by Tiki after five days from the date of receiving the message.

Sellers can edit when the campaign is in Not yet started status, specifically:

Status

Description

Actions that sellers can perform

Not yet started

The campaign has been created and is waiting till start time

  • Edit campaign: Change campaign name, start time to send the message

  • Finish/Duplicate campaign

Delivering

Messages/coupons are being sent to each customer.

Finish/Duplicate campaign




Finished

Coupons were successfully sent to customers

Duplicate campaign



Cannot deliver

The campaign failed to send the message/discount code to any customer and showed the reason for the rejection

Duplicate campaign




Please follow these steps

1. Edit campaign

Access to Seller Center, select Marketing Center > Re-engagement tool > Click on the name of the created campaign or click Edit in the Action column to make modification. Then click Update.

2. Finish campaign

Find the campaign you want to cancel, in the corresponding Action column, select Finish, then click Confirm to end the campaign.

3. Duplicate campaign

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