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Wiki source code of Loymax Smart Communications

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Andrej Rylov 8.1 1 (% class="lead" %)
2 Loymax Smart Communications is a module for automating communications with Loyalty Program members.
Anastasia Zanina 7.1 3
Andrej Rylov 8.1 4 This module allows to automate communications for large customer bases, ranging from tens of thousands to tens of millions of customers. By building detailed profiles of Loyalty Program members, the module can segment the customer database based on any data and properties of LP Members. As a result, the profile data of particular LP Members, as well as data about their purchases, website behavior, viewing of specific products, etc. can be used for communication with clients (sending newsletters, offers, and information about accrual of bonus points). In this scenario, personalized mailings generate genuine interest in the LP members and motivate them to take active steps within the Loyalty Program.
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6 Robust communication system makes it easier to keep track of and maintain the loyalty of customers, leading to an increased chance of repeat sales. You can read more about the basic concepts and features of the Smart Communications module in a separate [[article>>doc:Main.Smart_Communications.Basic_concepts_SMC.WebHome]].
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10 **Contents:**
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12 {{toc depth="2"/}}
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15 = Working with customer base and generating customer profiles =
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17 Loymax Smart Communications allows to create a structured customer base through generation of comprehensive LP Member profiles based on their personal data and their actions in the System.
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20 Each LP Member profile is formed according to certain rules and standards set in the System, and contains the maximum known information about the Member:
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22 * Personal information based on the application form (gender, age, date of birth, address, preferred product categories, children, pets, etc.).
23 * Data about purchases, transactions.
24 * LP Member events (information about actions within the Loyalty Program).
25 * History of messages by various communications channels.
26 * History of website visits.
27 * Other information.
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29 The quality of data in the customer profiles is automatically improved:
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31 * Phone numbers and addresses are brought to a consistent format.
32 * Time zones and operators are determined by phone number and address.
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34 Thus, structured profiles of LP Members containing various information help in creating segments of LP Members based on different data and for different communication purposes.
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36 [[image:Customer_profile_en.png]]
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39 = Customer segmentation =
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42 == User segments ==
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44 The System can form user segments of LP Members based on any data about them, for example:
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46 * According to the customer interests based on website visits.
47 * According to the communication history with the customer and customer's reaction to it.
48 * According to the activities of the customer in the System.
49 * According to the number of bonus points of customer.
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51 The following functionality is available in the System to work with segments:
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53 * [[Upload the segment>>doc:Main.Smart_Communications.SMC_Use.Customers.User_segments.WebHome]] created in Smart Communications to another service, for example, the Loyalty module. There it can be used for offers and other marketing activities.
54 * [[Accrue bonus points>>doc:Main.Smart_Communications.SMC_Use.SmartCom_Bonuses_Accrual.WebHome]] with a certain lifetime (within communication campaigns or mass messagings).
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56 {{lightbox image="User_segments_en.png" title="700"/}}
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59 == RFM segmentation ==
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61 The System has a pre-configured RFM segmentation of LP Members (segmentation by recency, frequency, and monetary value of customer purchases).
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63 It is possible, for example, to analyze the segments of LP Members through the metrics of recency and frequency of orders (RF) using RFM segmentation. By segmenting the Members who haven't made purchases in the Partner's retail network for a while ("Lost"), you can create a unique offer for them and a mass messaging with information about it. Additionally, the "Lost" segment customers can be asked about their reasons for stopping purchases in this retail network.
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66 )))|(% style="border-color:#ffffff; width:633px" %)[[image:FRM_segmentation_en.png]]
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68 = Creation of mass messagings =
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71 Loymax Smart Communications mass messagings are created for specific segments of LP Members. Each mass messaging has its own goals and performance indicators.
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73 A special visual editor is used when creating messages. It allows to use message templates and macros to personalize messages (for example, using the name of a specific LP Member in each message).
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75 When creating messages, it is possible to see how the message will look on different devices.
76 )))|(% style="border-color:#ffffff; width:593px" %)[[image:Mailing.png]]
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78 = Campaigns =
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80 The System allows to create and launch campaigns— chains of actions (including communications) initiated by a trigger event—and then analyze their effectiveness. Campaigns allow to interact with LP Members in accordance with the chosen strategy.
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82 Campaigns are created in a special visual editor.
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85 Campaigns are activated by triggers—various events and actions of an LP Member in the System. Triggers include:
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87 * purchase of a specific product;
88 * website visit by the LP Member;
89 * the LP Member visits certain sections of the website;
90 * viewing products on the website;
91 * order cancellation;
92 * abandoned shopping cart (the LP Member added an item to the cart and did not place an order);
93 * other events in the System.
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95 You can learn more about triggers in a separate [[article>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Triggers.WebHome]].
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97 The types of communication chains can differ depending on which segment they target. For example, a chain of welcome emails can be launched to new Loyalty Program members to familiarize them with the Loyalty Program and the specifics of joining.
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100 )))|(% style="border-color:#ffffff; width:621px" %)[[image:Communication_chain.png]]
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102 == Types and channels of communications ==
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104 Smart Communications provides the following **types of communications**:
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106 * Mass messagings;
107 * Campaigns;
108 * Polls.
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110 Smart Communications supports all up-to-date **communication channels** that can be customized to meet the requirements of the Partners:
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112 * E-mail;
113 * SMS/Viber, [[cascades>>doc:Main.Smart_Communications.SMC_Use.Mass_messaging.SMS_mass_messaging.WebHome||anchor="01"]];
114 * Push notifications;
115 * In-app messages — personalized notifications for customers in the mobile app;
116 * Voice robots (assistants) for automating voice communications;
117 * Chat bots;
118 * Integration with the [[Call Center>>doc:Main.General_information.Additional_services.Call_center.WebHome]].
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121 == Instant campaigns ==
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123 Smart Communications provides a set of preconfigured instant campaigns for a variety of use cases. You can use them to familiarize yourself with campaign mechanics.
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125 = Accrual of bonus points =
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127 Smart Communications can be used for mass accrual of bonus points as part of different campaigns. Refer to a [[special article>>doc:Main.Smart_Communications.SMC_Use.SmartCom_Bonuses_Accrual.WebHome]] to read more about creating campaigns and accrual of bonus points.
128 )))|(% style="border-color:#ffffff; width:621px" %)[[image:Instant_campaign.png]]
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130 = Analytics and performance analysis =
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133 The System has many options for viewing analytics related to both the customer base and communications with the LP Members.
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135 One example of how to present analytical information by customer segments is [[RFM segmentation>>doc:||anchor="anchor1"]].
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137 Statistics can be tracked at different levels of the module. For example, you can look at changes in the average order amount for a specific user segment.
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139 As for mass messagings, you can see the quantity statistics for each campaign:
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141 * sent messages;
142 * delivered messages;
143 * opened messages;
144 * followed links (clicking a message);
145 * orders after clicking the link in the message;
146 * complaints about the received message;
147 * number of LP Members that unsubscribed from mailings after receiving this message.
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149 When creating a campaign, it is possible to set an attribution period indicating the campaign efficiency. The attribution period is the time after receiving a message within which an LP Member must make a purchase for it to be attributed to the communication.
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154 **Read also:**
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156 * [[Integration of Smart Communications>>doc:Main.Smart_Communications.SMC_integration.WebHome]]
157 * [[Data transfer from DWH to Smart Communications>>doc:Main.Usage.Services_interaction.DWH_SMC.WebHome]]
158 * [[Data transfer from Loymax System to Smart Communications via RabbitMQ>>doc:Main.Usage.Services_interaction.Event_transmission.WebHome]]
159 * [[Loymax Smart Communications user guide>>doc:Main.Smart_Communications.SMC_Use.WebHome]]
160 )))
Created 2026/01/21 04:18
Last edited 2026/04/08 04:43

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