The Secret of Sending SMS in Taobao Store: How to Keep Customers?

First, before the sale, everyone knows that the effect of mass texting is often not good. Imagine the consequences of texting some low-value buyers with low response rates. Then if we screen customers in a targeted way and send their favorite short messages to different customers, the effect will be different. Doing CRM marketing is roughly divided into four steps: mastering the store situation, collecting customer information, analyzing the value of members, and sending text messages and emails.

1. Grasp the operating conditions of the store.

There are mainly store sales trends, the proportion of new and old customers, and the analysis of customer geographical distribution.

2. Understand customer information

Customer information is well understood by everyone, but not many people can tell more than 10 customer information. Customer information mainly includes basic information, consumption information and marketing information.

A. Basic information: name, gender, region, contact information, email address, want want, birthday, label (such as skin label of cosmetics), etc.

B consumption information: purchase times, total purchase amount, first purchase, latest purchase, order times, latest purchase amount, first payment, latest payment, etc.

C marketing information: marketing times, response times, response rate, recent marketing, maximum payment and credit rating.

3. Tap customer value

A. Use customer information to group different customers according to multiple dimensions.

B. use RFM model to explore the value of buyers.

C. eliminate the lost customers and bad buyers who have low responsiveness and cannot be activated.

4. SMS and email marketing

When the above points are done, it is time to send a text message. There are several types of short messages we send, such as short message preheating, holiday care, store innovation, periodic marketing, and cost-effective notice. For example, the warm-up message of double 1 1 can be written as follows: Dear, double 1 1 is coming soon. In order to give back to the old customers, from now until the evening before 12 1, our store will hold a "1yuan spike" activity at 9: 00 every night. Click xxx.tamll.com Collection Baby Killing xx flagship store.

5. Marketing effect tracking

Everything you do has to be reported, and so does CRM. After each marketing activity, the effect of the activity should be tracked and analyzed. The main statistics are: number of target customers, number of successful launches, response rate, number of bill items, number of customers purchased, activity sales, customer unit price and conversion rate. CRM specialists should screen customers more accurately according to the effect.

Second, sales.

1. Remind unpaid orders to help delivery.

Many people complain that customers don't pay for their orders, but from the customer's point of view, he has many choices. If you can pre-empt them and give them some benefits to urge them to pay, maybe he will choose you from many peers. Of course, it is also possible that he forgot to place an order and didn't pay. Well, he forgot. At this time, a reminder can have a good effect.

Step 2 concentrate

If the buyer fails to pay after placing an order for a period of time, send a text message to remind the buyer. The SMS template is as follows:

Dear nickname, the price of xxxx you shot has been revised for you according to our membership system. Baby has informed the warehouse to help you pack. After you pay, contact us in time to help you send it as soon as possible. Thank you for coming again. Wish you a happy life! Xx flagship shop

3. Remind nursing for the second time

Reminders don't work? Then do it again, but pay attention to the tone! The SMS template is as follows:

Dear nickname, mom, are you really leaving us? Come and pay and take us home! Otherwise, I will return to the arms of a bunch of strange millet. Xx flagship shop

Step 4 lose love

Order closed? Business can't be friendship, there may be greater discounts! Commonly used SMS templates:

Dear, I'm sorry that your order has been closed. I hope you can tell us the reason for the closure so that we can improve it in time! Xx flagship shop

Third, after-sales service improves satisfaction.

1. delivery care

When the order is shipped, notify the buyer that it has been shipped, and send a reminder SMS template. ?

2. Delayed delivery care

When the order has not been delivered for a certain period of time, send a text message to appease the buyer.

Step 3 reach for it

Send a text message to the buyer after arriving in the buyer's city.

sign

The parcel has been received. Remember to click "Confirm receipt"!

refund

After the refund is successful, send a text message to remind the buyer.

6. Birthday care

Send messages to customers who have birthdays.

7. Last purchase of care

Send care to customers a certain number of days after their last purchase.

8. Poor evaluation management

After receiving the bad review, automatically send a text message to remind the owner and contact the buyer to modify the evaluation as soon as possible.