Enlivle Rolls Out
TECHWORLD ·
✦ AI Summary
Enlivle announced that it has applied the "CRM message automation" feature to its CRM platform, iSend.
The feature automatically sends different, personalized follow-up messages depending on whether customers opened messages and how they later behaved on the shopping mall.
Enlivle said it can be applied to sign-ups, repeat purchase prompts, and checkout abandonment, and that unresponsive customers are managed through a separate path, with automatic sending stopped after a certain number of nonresponses.
Enlivle announced that it has applied the "CRM message automation" feature to its CRM platform, iSend. The feature automatically sends personalized follow-up messages based on changes in shopping mall customers' behavior and their responses to messages.
According to Enlivle, the company can automatically send different next messages personalized according to whether customers opened a message and what actions they took on the shopping mall afterward. While conventional CRM marketing typically sends the same message in bulk to all customers or a specific target group, this feature reflects customer responses and subsequent behavior.
The feature is designed to segment recipients based on real-time customer responses. Enlivle said this allows the "CRM message automation" feature to improve targeting accuracy.
Applicable customer management flows include sign-ups, repeat purchase prompts, and checkout abandonment. It also allows customer groups to be segmented based on these criteria, and automation scenarios can be designed for each customer group.
If a customer adds a product to the cart and then abandons it, a first-round "discount coupon" message is sent. For customers who viewed the "discount coupon" but did not make a purchase, a "deadline approaching" notice is sent. For customers who did not view the first message, a "other benefits" notice is sent. In this way, the structure drives purchase conversion by branching follow-up message paths depending on whether the message was viewed.
Enlivle said the entire sending flow, from the customer's initial behavior through branching by message-view status and subsequent actions, can be managed on a single "Tree structure" screen. On the scenario management screen, the total number of recipients at each stage and the message-view rate are displayed in real time, and only the messages on a specific path can be individually controlled On-Off without modifying the entire scenario. Enlivle said this significantly improves operational convenience for the feature.
Enlivle emphasized that it separately identifies and manages "unconfirmed customers" who do not respond to messages.
Enlivle said it has included a function that automatically stops sending messages to unresponsive customers after a certain number of attempts. The aim is to prevent the risk of repetitive, spam-like sending by automatically stopping messages that were repeatedly sent to unresponsive customers once a set threshold is reached, and to block the possibility of triggering opt-outs and damaging the brand image. The company also said it expects improved campaign efficiency.
Enlivle said the feature is expected to solve practical business challenges. The issues it aims to address include group messages being treated as spam and the manual sorting of target groups. As a result, the company said the focus is on reducing negative outcomes from repeated sending while improving campaign operation efficiency.
Enlivle said the key measure of success in CRM marketing is customer experience after receiving the message, rather than reach. It also explained that the CRM message automation feature systematizes marketers' judgment and manual work, and is a solution that supports the automated sequential sending of the optimal message for each customer.
Source: TECHWORLD · Lee Gwang-jae
Original: https://www.epnc.co.kr/news/articleView.html?idxno=406302
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Source: TECHWORLD
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