Too many customised tags causing confusion for customer segmentation? Unable to gain a comprehensive understanding of the customer consumption behaviour through tagging? Whether through CRM, CDP or WhatsApp marketing, companies often use ‘tags’ to track customer behaviour and preferences. As the number of tags grows, it becomes increasingly difficult to manage numerous tags and maintain a streamlined system.
Omnichat‘s custom attributes allow merchants to create fixed data fields for updating customer data dynamically, resolving the challenges that arise from using tags for customer segmentation. Custom data fields can be configured, such as birthday, membership level, average spending amount, and accumulated spending amount, to effectively organise customer preferences and behaviours. This results in comprehensive 360-degree customer profiles, thereby increasing conversion rates.
The importance of Custom Attributes in Customer Relationship Management
Streamlining tag management: Upgrade to Custom Attributes with automatic updates
Effectively managing members is crucial for precise and personalised marketing. While many marketers rely on tags for segmentation, they often face the challenge of having to review multiple lists to recall the tags they have previously assigned. Subsequently, marketers must determine tags that have a sufficient number of people and navigate through complex logic to filter the target audience, thereby introducing an additional layer of complexity to the entire process.
Marketers must first remove the old tag and attach a new one to ensure real-time updates of customer information such as membership level, shopping cart activity, accumulated spending amount, and membership points and customer activity. With the support of Omnichat’s custom attributes, automatic updates are seamlessly facilitated. Additionally, these custom attributes can be connected to the CRM system through Open API. The integration of cross-system customer data empowers businesses to execute precise remarketing strategies based on comprehensive and up-to-date customer information.
What are Omnichat’s custom attributes?
Omnichat’s custom attributes are the customisable customer data fields within the Omnichat system. These attributes enable businesses to configure specific fields based on customers’ consumption behaviour, such as spending amount, membership level, birthday, join date, last spending time, average unit price per customer, and membership points, and effortlessly update the relevant data automatically.
- Support data formats: text, number, date, date+time, yes/no field
- Support external data sources: cross-system data integration, Chatbot interaction, bulk import
By seamlessly integrating the membership system and CRM system into Omnichat, customer information can be automatically synchronised, eliminating the need for frequent manual adjustments and complex logic settings, ensuring that businesses maintain the most up-to-date and accurate customer profiles.
How to apply custom attributes?
1. Import custom attributes into personalised messages to create a more interactive experience
Use Omnichat’s custom attributes to incorporate customer information into personalised messages, such as remaining membership points, accumulated spending amount, and membership level, to deliver a more immersive and captivating customer experience.
2. Use custom attributes to precisely filter broadcast audiences
Have you ever used tags to segment your audience for WhatsApp Broadcasts? By leveraging custom attributes, you can further refine audience filtering conditions, like membership level, membership points, and preferred products. Improve conversion rates and reduce broadcast costs by targeting the right audience accurately!
Scenarios of applying custom attributes to broadcast messages
Scenario 1. Sending birthday gifts：Employ the customer’s birthday and membership points for filtering as filters to identify high-value customers. Offer them exclusive coupons to increase conversions and foster customer loyalty.
Scenario 2. Reviving dormant customers：Broadcast WhatsApp messages containing information about ‘remaining points’ and ‘upcoming events’ to customers who have been inactive for an extended period.
3. Empower customer journeys by configuring custom attributes as triggers
When configuring the customer journey, custom attributes can be employed as triggers to send remarketing messages tailored to different genders, membership levels, membership points, and product usage cycles. Upon receiving the message, the audience’s custom attributes are promptly updated, in response to their behaviour. These updated attributes can then be seamlessly applied to future journeys and broadcasts.
4. Integrate custom attributes into Omnichat’s membership card
Omnichat’s custom attributes can seamlessly integrate with the membership card feature, enabling customers to view their current membership level through the WhatsApp membership card. This not only keeps customers informed about their membership status but also serves as an encouragement for them to strive towards upgrading their membership.
Monetise your WhatsApp marketing with custom attributes
From the realm of big data, O2O/OMO, AI, and MarTech, which have been widely discussed in recent years, to customer relationship management tools like CDP and customer journey mapping, all these advancements serve a purpose: to elevate the sophistication of digital marketing.
Omnichat‘s custom attributes address the challenges faced by brands when managing CRM systems, enabling them to excel in member communication and effectively engage potential customers at the opportune moments. Businesses can streamline their CRM operations and ensure timely and targeted interactions, ultimately enhancing the overall marketing efforts.
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