With fresh spring comes fresh bizopps! Use SmartPush's Customer Lifecycle Model to manage customers easily and flexibly, achieving precision marketing and enabling your business to thrive 🤩

🔁 Customer lifecycle management

Go to SmartPush Admin > [Contacts] > [Customer lifecycle].

• Metrics overview: A total of 5 key metrics, including Average order value, Paid customer, Returning customers, First purchase cycle & Repurchase cycle.
• Lifecycle model diagram: A total of 7 stages are identified by categorizing customers based on their consumption value and activity level, from the Loyalists to Lost customers.
• Click on each lifecycle diagram > Create Segments from the pop-up and you will be directed to the corresponding subgroup page.

🧑🏻‍🔬 Customize customer lifecycle

• Click Key metrics settings to edit the 5 active & consumption indicators that influence the segmentation of lifecycle phases.
• The default values of the 5 indicators are dynamic and determined based on AI calculation, which helps categorize your customers into the 7 different phases of the lifecycle. You can also set up the values based on your own industry experience.

⚠️ Notes

• Data are updated on an hourly basis.
• If you install SmartPush for the first time, there may be an hour's delay in the data update on the day of installation.
• Currently, only the following theme templates are supported: Ultra Chic, Kingsman, and Varm.

新春到，商機旺！SmartPush「顧客生命週期模型」能幫您自動分析判斷「顧客分群」且支援「自訂數據指標」，以實現更精準的行銷活動，助您在龍年的生意蒸蒸日上 🤩

🎊 顧客生命週期管理

至 SmartPush 後台「聯絡人 > 顧客生命週期管理」。

• 顧客總覽指標：平均客單價、付費顧客數、回頭客數量、首購決策週期、回購週期共 5 項關鍵指標數據。
• 顧客生命週期：透過顧客的消費價值和活躍程度依次劃分出價值最高的忠誠顧客到價值最低的流失顧客，總共分為 7 個階段。
• 點擊每個「生命週期階段」即可跳出對應階段的說明彈窗；點擊「建立群組」即可進入對應群組之列表頁面。

🍻 自訂顧客生命週期

• 點擊「關鍵指標設定」，您可以編輯影響生命週期階段劃分的 5 個活躍＆消費關鍵指標數據。
• 預設為根據 AI 演算法計算出的動態指標來進行劃分，同時也支援您根據自身的行業經驗自行設定。

🧨 注意事項

• 數據每小時更新一次。
• 若商店首次安裝 SmartPush，安裝當日的數據可能有近 1 小時的延遲。
• 目前僅支援於以下三種版型使用：Ultra Chic、Kingsman、Varm。

Looking for a quick way to respond to customer comments on social media posts? Now, you can set up auto-replies to general comments on Instagram posts. Win your customers' hearts by addressing their inquiries promptly 🥰

✅ How to set up?

Step 1. In the SHOPLINE Admin, go to [Social Commerce] > [Social Post Selling], and create an Instagram social post selling.

Step 2. In the Settings section, select [Comments and Message Setting] > [Auto-reply Settings] and set up:

• Trigger keywords for customers' comments.
• Reply options: by comment or private message (enabling both is supported).
• Auto-reply contents.

🗣 For instance, if the keyword is "Shipping fee", the system will automatically reply when the customer comments, "What is the shipping fee?"

💫 Don't forget, this feature is also available for social post selling on Facebook Page. Set it up now on both Facebook & Instagram, so you don't have to worry about missing out on any comments 🙌

年節活動一檔接一檔，您深陷在訊息海中了嗎？現在支援系統自動回覆 Instagram 貼文銷售的一般留言啦！零時差的即時回覆，是贏得顧客信任的第一步 🥰

✅ 如何設定？

Step 1：前往「商店後台 > 社交電商 > 貼文銷售」新增 Instagram 貼文銷售。

Step 2：在設定頁面左下方點選「留言和訊息設定 > 自動回覆設定」即可設定

• 顧客留言哪些關鍵詞會觸發自動回覆
• 系統以留言或私訊回覆顧客（兩項開關皆開啟會一併傳送）
• 系統回覆的內容

🗣 例如您設定「運費」為關鍵詞，當顧客留言「想問運費」系統將自動回覆。

💫 別忘了，系統也支援自動回覆 Facebook 粉專貼文銷售的一般留言及私訊喔！FB 跟 IG 通通都設定好，訊息再多也沒煩惱 🙌

The "Blacklist" feature in Message Center allows you to conveniently filter unwanted users. You can blacklist customers, regardless of whether they are social channel contacts or members 😎

👤 How to blacklist a customer?

In the SHOPLINE Admin, go to [Social Commerce] > [Message Center] and click the "Instant Message" tab. Select a conversation and click the "⋯" icon on the top right and click "Add to blacklist".

🚫 Limitations after blacklisting customers

• Unable to send or receive messages from blacklisted customers.
• Unable to manually create orders for blacklisted customers.
• Blacklisted customers will be unable to log into the store account.

💡 Remarks

• If an online store customer is bound to multiple social user accounts, blacklisting one account will blacklist all associated accounts.
• Blacklisting a social channel contact in the Message Center prevents them from binding with the online store customer profile. Sending a message template will also be unavailable.
• If you remove a customer from the blacklist and re-integrate the channel, messages sent during the blacklisted period will be synchronized to the Message Center.

訊息中心「黑名單」功能幫您快速過濾訊息，不論社群粉絲是否已綁定網店顧客（會員），皆可一鍵將其加入黑名單！

👤 如何將顧客加入黑名單？

前往「商店後台 > 社交電商 > 訊息中心」點選「社群訊息」頁籤，開啟對話框，點按右上方「⋯」圖示選擇「加入黑名單」。

🚫 加入黑名單後的限制

• 無法於訊息中心傳送、接收黑名單用戶的訊息
• 無法於訊息中心為黑名單用戶建立訂單
• 黑名單用戶無法登入網店

💡 注意事項

• 若同一位網店顧客同時綁定多個社群用戶，則只要其中一個社群用戶被加為黑名單，其他用戶連同該網店顧客皆會一併被加入黑名單。
• 若您已經在訊息中心將社群用戶加入黑名單，則該社群用戶無法再綁定網店顧客，您也無法向其發送模板訊息。
• 若您曾將顧客加入黑名單再解除，後續重新串接第三方時，系統會將黑名單期間顧客傳送的訊息一併同步至訊息中心。

As per Google's new policy, marketing ad emails will only be sent to online store members who have provided email addresses and have checked "Send via Email" as of today. An "Unsubscribe" button will also be available in the email.

📩 Marketing ad email definition

This includes emails related to issuing store credits/ points, coupon-related emails, abandoned shopping cart notifications, broadcast center emails, etc.

👥 Email recipients

Emails will be sent to online store members who have provided email addresses and have the "Send via Email" box checked.

⚠️ Notes

• SMS messages are not subject to the new guidelines.
• It is recommended to avoid mentioning marketing or ad info in non-marketing ad-type emails (order notifications, membership benefits, etc.) to prevent being marked as spam.
• Members not subscribing to emails will no longer receive online store marketing ad emails.
• Members can click Unsubscribe in the email to stop receiving marketing ad emails.

為因應 Google 新政策，即日起，行銷廣告電郵僅支援發送給「有填寫電郵資料」且「勾選訂閱電郵」的網店會員，並於信件內提供取消訂閱鈕。

Q：行銷廣告電郵定義？📩

包含發送購物金 / 點數相關電郵、優惠券相關電郵、未完成購物車提醒、廣播中心等。

Q：支援發送給哪些顧客？👥

支援發送給「有填寫電郵資料」且「勾選訂閱電郵」的網店會員。

注意事項 ⚠️

• 新制調整僅限於電郵發送，不影響簡訊通知。
• 建議在非行銷廣告電郵中（訂單通知、會員權益等），避免提及行銷廣告資訊，以免被判定為垃圾郵件。
• 未訂閱電郵的會員，將不會再收到網店行銷廣告電郵。
• 會員可於信件內點選「取消訂閱」，停止接收行銷廣告電郵。

Is the social account information of your store members too scattered? Message Center now lists all social accounts customers are connected to in one place, providing a crystal clear overview of customers' information 💫

👤 How to view bound social accounts?

In the SHOPLINE Admin, go to [Social Commerce] > [Message Center]. Enter the "Shop Message", "Instant Message", or "Post Message" tabs to view the social accounts bound to the customers.

Take the "Instant Message" tab as an example. Click on a message the social account user sent. The right section displays the customer's (member's) profile of the social account user. Below the "Social accounts" section, you can see the social channels to which the customer is connected.

Click “Chat” to open the conversation on the Message Center.

📍 Remarks

• The display order for social channels is Facebook > Instagram > LINE > WhatsApp. When bound to multiple accounts of the same channel, they will be displayed chronologically from the latest to the oldest.
• If you disconnect the integration in SHOPLINE Admin > [Channel Integration], the corresponding social channel accounts will not be displayed.

💡 Kind reminder

When a customer clicks on the shopping cart link from their social channel and checkouts, the system will automatically bind the social account with the member account.

同一位網店顧客擁有多個社群帳號，管理起來大不易？別擔心，訊息中心已貼心詳列各位顧客綁定的所有社群用戶，全面掌握顧客資訊 so easy 💫

👤 如何查看顧客已綁定的社群用戶？

前往「商店後台 > 社交電商 > 訊息中心」點選「官網訊息、社群訊息、貼文留言」分頁皆可查看已綁定的社群用戶。

以「社群訊息」分頁為例：點入社群用戶的訊息，右側將顯示該社群用戶綁定的網店顧客（會員），下方「社群用戶」區塊則顯示所有與該顧客綁定的社群用戶。

點按「前往對話」可直接開啟與該社群用戶的對話視窗。

📍 注意事項

• 社交管道的顯示順序為 Facebook > Instagram > LINE > WhatsApp。若綁定多個相同管道的用戶，則依據綁定時間由近到遠依序向下排列。
• 若後續在「商店後台 > 第三方服務」解除串接，則不顯示對應管道的社群用戶。

💡 功能複習時間

別忘了，當顧客點按從社群管道接收的購物車連結，並成功建立訂單時，系統將自動綁定該社群用戶與網店顧客，無須手動合併帳號！