Loymax, 2026

Changes for page 1. Basic concepts and features of Smart Communications

From 8.2 to 8.1 From 16.1 to 15.1

From version 15.1

edited by Andrej Rylov
on 2026/01/21 04:35

Change comment: Renamed back-links.

To version 8.2

edited by Vera Retyeva
on 2024/02/14 10:02

Change comment: Update document after refactoring.

Raw
Rendered

Summary

Page properties (3 modified, 0 added, 0 removed)

Details

Page properties

Title

@@ -1,1 +1,1 @@
--Basic concepts and features of Smart Communications
++Basic concepts and features of the Smart Communications module

Author

@@ -1,1 +1,1 @@
--XWiki.arylov
++XWiki.VeraRetyeva

Content

@@ -5,172 +5,164 @@
  {{toc depth="2" start="2"/}}
  )))
--== Customer profile ==
++== Customer Profile ==
--A comprehensive set of information about a customer, including:
++Comprehensive customer information containing:
--* Customer attributes (e.g., name, phone number, gender, city, external metrics).
--* Transactional data (purchase or order history).
--* Customer-related events (contact center inquiries, website visits, etc.).
--* System-calculated metrics (number of orders, average order value, last order date, RFM segment, etc.).
++* Customer attributes (for example — name, phone number, gender, city, external metrics);
++* Customer's transaction data (purchase history or service order history);
++* Customer-related events (reaching out to the call center, website visits, etc.);
++* Metrics generated in the System (number of orders, average customer basket, last order date, RFM segment, and more).
--|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Customer_Karl.png" width="1200"/}}
++|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Customer_Karl.png" width="1000"/}}
  (% class="wikigeneratedid" id="H41243E43743C43E43643D43E44144243844043043143E44244B44143A43B43843543D44244143A43E43943143043743E439" %)
--**Capabilities for working with the customer database:**
++**Customer base work options:**
--* Creation of a 360-degree customer profile containing:
--** all known customer information;
--** customer metric values;
++* Creating customer 360 profile:
++** all known customer details;
++** values of their metrics;
  ** customer transactions;
--** customer events;
--** history of communications, metric assignments, and point accruals;
++** customer-related events;
++** history of mailings related to the customer, assignment of metrics, accrual of bonus points;
  ** website visit history;
--** system-initiated actions toward the customer and the customer’s responses.
--* Rule-based automatic point accrual (e.g., for specific actions).
--* Attribution of assisted customer transactions (online/offline) to specific communication sequences and mass campaigns.
--* Automatic data quality improvement: standardization of phone numbers and email addresses, automatic detection of time zones, mobile operators, and email providers.
--* Calculation and visualization of customer interests based on website browsing history.
++** customer impact and their response actions.
++* Automatic tagging of customers based on rules;
++* Automatic accrual of bonus points based on rules (for example, for certain actions);
++* Attributing assisted customer transactions (online/offline) to specific communication chains and mass mailings;
++* Automatic data quality improvement: standardizing phone numbers and emails, identification of time zone and operator by phone number and email;
++* Calculation and visualization of customer interests based on the history of website visits.
  == Segment ==
--A set of rules defining a group of customers unified by one or more shared characteristics. Segmentation and audience selection capabilities include:
++A set of rules uniting customers by a common feature or features set. Segmentation features and sampling capabilities include:
--* Visual audience builder.
--* Selection based on customer properties, transaction properties, and transaction contents.
--* Selection based on bonus points, calculated metrics (AOV, CLTV, RFM, etc.), and bonuses.
--* Selection based on customer interests and website visit history.
--* Selection by customer events.
--* Selection based on survey responses.
--* Selection by communication history and customer responses to messages.
--* Saved segments.
--* Support for customer/transaction source tracking.
--* Support for custom fields in customer profiles, transactions, and transaction lines.
++* Visual sampling editor;
++* Samples by customer properties, customer transaction properties, transaction composition;
++* Samples by tags, grades, calculated metrics (AOV, CLTV, RFM, etc.), bonus points;
++* Samples based on the customer interests and history of website visits;
++* Samples by customer events;
++* Samples based on survey results;
++* Samples based on customer communication history and customer response to communication;
++* Saved segments;
++* Support for customer source/transaction source;
++* Support for user fields in customer profiles, transactions, transaction lines.
  (((
  (% class="box" %)
  (((
--**Segment examples**: one-time buyers, regular buyers, residents of Novosibirsk, toothpaste buyers over age 30.
++**Examples of segments**: one-time buyers, regular buyers, residents of Houston, dental powder buyers over 30 years old.
  )))
--For each segment, the system stores the selection rules and current segment metrics: number of profiles, average check, LTV, etc.
++The System stores the rules for selecting customer profiles and current values of segment metrics such as the number of profiles, average check, LTV, etc. for each segment.
--Segments are recalculated multiple times per day.
++Segments are recalculated several times a day.
  (% class="box" %)
  (((
--**Example selection rules**:
++**Example of sampling rules**:
--* Contact. SMS subscription active: yes.
--* Customer. Number of receipts: greater than or equal to 1.
--* Customer. Age: greater than or equal to 30.
++* Contacts. SMS subscription is active: yes;
++* Customer. Number of orders: more than or equal to 1;
++* Customer. Age: more than or equal to 30.
--These rules generate a list of customers over 30 who have made at least one purchase and are subscribed to SMS notifications.
++A list of buyers over 30 years old who have made more than one purchase and receive SMS notifications will be formed based on these rules.
--|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Segment_example.png" width="1200"/}}
++|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Segment_example.png" width="1000"/}}
++
++
  )))
--== Target audiences ==
++== Tags ==
--Creating a target audience allows you to define a named list of customers.
++Tagging allows to create a named list of customers.
--For example, you can select all customers who purchased a laptop in 2019 and assign them the tag “Laptop 2019”.
++For example, you can select all customers who bought a laptop in 2019 and tag them as "Laptop 2019".
  (% class="box infomessage" %)
  (((
--Only customers who met the criteria at the time of audience creation are included.
--For instance, if the “Laptop 2019” audience was created in August, a customer who bought a laptop in September will not be added to this audience.
++Only those customers who fit the condition at the time the tag was created will be tagged.
++For example, if the tag "Laptop 2019" was set in August and the customer bought a laptop in September, then this customer will not be tagged.
  )))
++)))
  (% class="wikigeneratedid" %)
--For instructions on creating a target audience, see the [[article>>doc:Main.Smart_Communications.SMC_Use.Customers.Target_audiences.WebHome]].
++Read more about how to set a tag in a separate [[article>>https://docs.loymaxsc.net/features/segmentation/tags#ustanovka-i-snyatie-metok ]].
--== Mass messaging ==
++== Mass mailing ==
--A one-time system task to select customer profiles from a specified segment and send them a predefined message. The following channels are available for mass messaging: email, SMS/Viber*, and push notifications.
++Mass mailing is a onetime task for the System to select the customer profiles from a segment and send them a preset text message. The following channels are available for mass mailings: email, SMS/Viber, push notifications.
--*//Viber access is restricted in the Russian Federation. Usage in other countries is governed by local regulations.//
--
  == Campaign ==
--Campaigns are automated communication sequences that define rules for system interaction with customers. Campaigns are executed automatically by the system at a specified frequency.
++Campaigns are the communication chains that describe the rules of the System interaction with customers. Campaigns are automatically executed by the System at a specified frequency.
  (% class="wikigeneratedid" id="H41243E43743C43E43643D43E44144243844043043143E44244B44143A43E43C43C44343D43843A43044643843E43D43D44B43C43844643543F43E44743A43043C43843843C43044144143E43244B43C43844043044144144B43B43A43043C438:" %)
--**Capabilities for managing communication sequences and mass campaigns:**
++**Work options with communication chains and mass mailings:**
--* Automated communication sequences and manual mass campaigns.
--* Visual campaign builder.
--* Unlimited sequence length, conditions, and branching.
--* Over 20 types of configurable [[triggers>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Triggers.WebHome]], including custom customer and system-wide external events, abandoned carts, and other on-site activities.
--* Control over customer re-entry criteria into communication sequences.
--* Visual message editor.
--* Message preview across device sizes: desktop, tablet, mobile.
--* Email templates.
--* Template import.
--* Rapid message assembly from prebuilt blocks.
--* Advanced [[template engine>>doc:Main.Usage.Smart_Communications.Mass_messaging.Template_engine.WebHome]] with support for conditions and loops.
--* Variables: insertion of any customer profile attribute or related object data (receipts, events) into messages.
--* Recipient unsubscribe mechanism.
--* Personalization based on website behavior (viewed categories, viewed products, abandoned carts).
--* Calendar-based visualization of communication sequences and campaigns.
--* Email delivery and analytics.
--* Email sending via external ESPs or Loymax Smart Communications’ own high-throughput infrastructure (up to 18 million emails per day).
--* SMS delivery and analytics.
--* Push notification delivery and analytics.
--* Delivery error analysis, including server responses and spam filter feedback—automatic flagging of invalid email addresses and phone numbers.
--* A/B testing for campaigns and mass messagings.
--* Test message sending.
--* Time zone–aware SMS delivery scheduling.
++* Automated communication chains and manual mass mailings;
++* Visual editor of communication chains;
++* Unlimited length, number of conditions and branches in communication chains;
++* Over 20 types of adjustable[[ triggers>>https://docs.loymaxsc.net/features/campaigns/triggers ]] launching the chains, including arbitrary customer and system-wide external events, abandoned baskets, and other website events;
++* Managing the criteria for customer re-entry into the communication chain;
++* Visual message editor;
++* Message preview on the devices of different size: PC, tablet, phone;
++* Text templates;
++* Templates import;
++* Quick assembly of text messages from templates;
++* Advanced language of the [[template engine>>https://docs.loymaxsc.net/features/personalizaciya/makrosy ]] with support for conditions and cycles;
++* Variables: any attributes from the customer profile and from customer-related objects (orders, events) can be added to the message;
++* Mechanism to unsubscribe from mailings by the recipient.
++* Personalization based on the history of website visits (viewed product categories, viewed products, abandoned baskets);
++* Visualization of communication chains and mass mailings in the calendar;
++* Sending emails and delivery analytics;
++* Sending emails via the ESP or Loymax SmartCom delivery infrastructure (up to 18 million emails per day);
++* Sending SMS and respective analytics;
++* Sending push notifications and respective analytics;
++* Analysis of delivery errors, server responses and spam filters of email service providers — marking incorrect email addresses and phone numbers;
++* A/B tests of communication chains;
++* A/B-tests of mass mailings;
++* Sending test messages;
++* Taking into account the time zone of the recipient when sending text messages.
  (% class="box" %)
  (((
--**Campaign example**:
++**Campaign example:**
--* Trigger date: November 24, 2023;
--* Select customers from segment: regular buyers;
--* Send push notification.
++* Black Friday date: November 24, 2023;
++* Select customers from the segment: regular customers;
++* Send SMS message.
--In this campaign, all customers in the **Regular buyers** segment will receive a push notification 24 hours before Black Friday.
++As part of this campaign, all customers who fall within the **Regular Customers** segment will receive an SMS message 24 hours before Black Friday.
--|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Campaign_en.png" width="1200"/}}
++|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Campaign_en.png" width="800"/}}
  )))
  == Analytics ==
--Loymax Smart Communications provides comprehensive monitoring and analytics capabilities. The collected data supports reporting and strategic decision-making for customer engagement.
++The Smart Communications module provides the ability to monitor and analyze processes. The data obtained is used to generate reports and make further decisions regarding the customer management.
  (% class="wikigeneratedid" id="H41243E43743C43E43643D43E44144243843F43E44043043143E44243544143043D43043B43844243843A43E439:" %)
--**Analytics capabilities:**
++**Analytical capabilities:**
--* Standard reports on the customer database.
--* Summary reports on communication channels, communication types, and more.
--* Reports on specific campaigns or mass messagings.
--* Trends and current snapshots of customer database quality metrics.
--* Delivery performance trends and snapshots for campaigns and sequences.
--* Conversion funnel trends and snapshots for campaigns and sequences.
--* Campaign effectiveness—tracking of assisted transactions attributed to specific communications.
--* Attribution of customer purchases to the triggering campaigns and mass messages.
--* Email open-rate reports by time of day and day of week.
--* Email delivery reports.
--* RFM segment visualization.
--* Contact data quality reports.
++* Standard reports on the customer base;
++* Summary reports for each communication channel, trigger chain summary report;
++* Trend and current snapshot of customer base quality metrics.
++* Trend and current snapshot of message delivery for mailings and communication chains;
++* Trend and current snapshot of conversion funnel for mailings and communication chains.
++* Efficiency of mailings and communication chains — trend of assisted transactions in relation to specific mailings and communication chains (campaigns);
++* Attributing customer purchases to communication chains and mass mailings that initiated those purchases;
++* Report on emails open rate by time of day and week days;
++* Email delivery report;
++* Visualization of RFM segments;
++* Contact data quality report.
  (% class="box" %)
  (((
--Example **Customer database quality** report:
++Sample report **Quality of customer base**:
  |(% style="border-color:#ffffff; text-align:center" %)
  (% class="box" %)[[image:Customer_quality.png]]
  )))
--== Integration ==
--
--The platform offers extensive integration capabilities:
--
--* Data exchange with other information systems (import/export);
--* Integration with external systems via REST API;
--* JavaScript tracker for on-site customer behavior analysis;
--* Integration with communication channels (email, SMS, push, in-app, chatbots, voice bots, etc.).
--
--For more details, see the [[Integration>>doc:Main.Smart_Communications.SMC_Integration.WebHome]] section.
--)))
++===   ===

Created 2024/02/14 08:54
Last edited 2026/04/08 04:37

News
Updates
Tag cloud
Glossary
Site

Navigation

Changes for page 1. Basic concepts and features of Smart Communications

Summary

Details