Loymax, 2026
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edited by Anastasia Zanina
on 2026/01/21 09:53
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edited by Vera Retyeva
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Title
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1 -Basic concepts and features of Smart Communications
1 +Basic concepts and features of the Smart Communications module
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1 -Main.General_information.Smart_Communications.WebHome
1 +Sandbox.WebHome
Author
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1 -XWiki.zanina
1 +XWiki.VeraRetyeva
Content
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5 5  {{toc depth="2" start="2"/}}
6 6  )))
7 7  
8 -== Customer profile ==
8 +== Customer Profile ==
9 9  
10 -A comprehensive set of information about a customer, including:
10 +Comprehensive customer information containing:
11 11  
12 -* Customer attributes (e.g., name, phone number, gender, city, external metrics).
13 -* Transactional data (purchase or order history).
14 -* Customer-related events (contact center inquiries, website visits, etc.).
15 -* System-calculated metrics (number of orders, average order value, last order date, RFM segment, etc.).
12 +* Customer attributes (for example — name, phone number, gender, city, external metrics);
13 +* Customer's transaction data (purchase history or service order history);
14 +* Customer-related events (reaching out to the call center, website visits, etc.);
15 +* Metrics generated in the System (number of orders, average customer basket, last order date, RFM segment, and more).
16 16  
17 -|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Customer_Karl.png" width="1200"/}}
17 +|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Customer_Karl.png" width="1000"/}}
18 18  
19 19  (% class="wikigeneratedid" id="H41243E43743C43E43643D43E44144243844043043143E44244B44143A43B43843543D44244143A43E43943143043743E439" %)
20 -**Capabilities for working with the customer database:**
20 +**Customer base work options:**
21 21  
22 -* Creation of a 360-degree customer profile containing:
23 -** all known customer information;
24 -** customer metric values;
22 +* Creating customer 360 profile:
23 +** all known customer details;
24 +** values of their metrics;
25 25  ** customer transactions;
26 -** customer events;
27 -** history of communications, metric assignments, and point accruals;
26 +** customer-related events;
27 +** history of mailings related to the customer, assignment of metrics, accrual of bonus points;
28 28  ** website visit history;
29 -** system-initiated actions toward the customer and the customer’s responses.
30 -* Rule-based automatic point accrual (e.g., for specific actions).
31 -* Attribution of assisted customer transactions (online/offline) to specific communication sequences and mass campaigns.
32 -* Automatic data quality improvement: standardization of phone numbers and email addresses, automatic detection of time zones, mobile operators, and email providers.
33 -* Calculation and visualization of customer interests based on website browsing history.
29 +** customer impact and their response actions.
30 +* Automatic tagging of customers based on rules;
31 +* Automatic accrual of bonus points based on rules (for example, for certain actions);
32 +* Attributing assisted customer transactions (online/offline) to specific communication chains and mass mailings;
33 +* Automatic data quality improvement: standardizing phone numbers and emails, identification of time zone and operator by phone number and email;
34 +* Calculation and visualization of customer interests based on the history of website visits.
34 34  
35 35  == Segment ==
36 36  
37 -A set of rules defining a group of customers unified by one or more shared characteristics. Segmentation and audience selection capabilities include:
38 +A set of rules uniting customers by a common feature or features set. Segmentation features and sampling capabilities include:
38 38  
39 -* Visual audience builder.
40 -* Selection based on customer properties, transaction properties, and transaction contents.
41 -* Selection based on bonus points, calculated metrics (AOV, CLTV, RFM, etc.), and bonuses.
42 -* Selection based on customer interests and website visit history.
43 -* Selection by customer events.
44 -* Selection based on survey responses.
45 -* Selection by communication history and customer responses to messages.
46 -* Saved segments.
47 -* Support for customer/transaction source tracking.
48 -* Support for custom fields in customer profiles, transactions, and transaction lines.
40 +* Visual sampling editor;
41 +* Samples by customer properties, customer transaction properties, transaction composition;
42 +* Samples by tags, grades, calculated metrics (AOV, CLTV, RFM, etc.), bonus points;
43 +* Samples based on the customer interests and history of website visits;
44 +* Samples by customer events;
45 +* Samples based on survey results;
46 +* Samples based on customer communication history and customer response to communication;
47 +* Saved segments;
48 +* Support for customer source/transaction source;
49 +* Support for user fields in customer profiles, transactions, transaction lines.
49 49  
50 50  (((
51 51  (% class="box" %)
52 52  (((
53 -**Segment examples**: one-time buyers, regular buyers, residents of Novosibirsk, toothpaste buyers over age 30.
54 +**Examples of segments**: one-time buyers, regular buyers, residents of Houston, dental powder buyers over 30 years old.
54 54  )))
55 55  
56 -For each segment, the system stores the selection rules and current segment metrics: number of profiles, average check, LTV, etc.
57 +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.
57 57  
58 -Segments are recalculated multiple times per day.
59 +Segments are recalculated several times a day.
59 59  
60 60  (% class="box" %)
61 61  (((
62 -**Example selection rules**:
63 +**Example of sampling rules**:
63 63  
64 -* Contact. SMS subscription active: yes.
65 -* Customer. Number of receipts: greater than or equal to 1.
66 -* Customer. Age: greater than or equal to 30.
65 +* Contacts. SMS subscription is active: yes;
66 +* Customer. Number of orders: more than or equal to 1;
67 +* Customer. Age: more than or equal to 30.
67 67  
68 -These rules generate a list of customers over 30 who have made at least one purchase and are subscribed to SMS notifications.
69 +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.
69 69  
70 -|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Segment_example.png" width="1200"/}}
71 +|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Segment_example.png" width="1000"/}}
72 +
73 +
71 71  )))
72 72  
73 -== Target audiences ==
76 +== Tags ==
74 74  
75 -Creating a target audience allows you to define a named list of customers.
78 +Tagging allows to create a named list of customers.
76 76  
77 -For example, you can select all customers who purchased a laptop in 2019 and assign them the tag “Laptop 2019”.
80 +For example, you can select all customers who bought a laptop in 2019 and tag them as "Laptop 2019".
78 78  
79 79  (% class="box infomessage" %)
80 80  (((
81 -Only customers who met the criteria at the time of audience creation are included.
82 -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.
84 +Only those customers who fit the condition at the time the tag was created will be tagged.
85 +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.
83 83  )))
87 +)))
84 84  
85 85  (% class="wikigeneratedid" %)
86 -For instructions on creating a target audience, see the [[article>>doc:Main.Smart_Communications.SMC_Use.Customers.Target_audiences.WebHome]].
90 +Read more about how to set a tag in a separate [[article>>https://docs.loymaxsc.net/features/segmentation/tags#ustanovka-i-snyatie-metok ]].
87 87  
88 -== Mass messaging ==
92 +== Mass mailing ==
89 89  
90 -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.
94 +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.
91 91  
92 -*//Viber access is restricted in the Russian Federation. Usage in other countries is governed by local regulations.//
93 -
94 94  == Campaign ==
95 95  
96 -Campaigns are automated communication sequences that define rules for system interaction with customers. Campaigns are executed automatically by the system at a specified frequency.
98 +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.
97 97  
98 98  (% class="wikigeneratedid" id="H41243E43743C43E43643D43E44144243844043043143E44244B44143A43E43C43C44343D43843A43044643843E43D43D44B43C43844643543F43E44743A43043C43843843C43044144143E43244B43C43844043044144144B43B43A43043C438:" %)
99 -**Capabilities for managing communication sequences and mass campaigns:**
101 +**Work options with communication chains and mass mailings:**
100 100  
101 -* Automated communication sequences and manual mass campaigns.
102 -* Visual campaign builder.
103 -* Unlimited sequence length, conditions, and branching.
104 -* 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.
105 -* Control over customer re-entry criteria into communication sequences.
106 -* Visual message editor.
107 -* Message preview across device sizes: desktop, tablet, mobile.
108 -* Email templates.
109 -* Template import.
110 -* Rapid message assembly from prebuilt blocks.
111 -* Advanced [[template engine>>doc:Main.Smart_Communications.SMC_Use.Mass_messaging.Template_engine.WebHome]] with support for conditions and loops.
112 -* Variables: insertion of any customer profile attribute or related object data (receipts, events) into messages.
113 -* Recipient unsubscribe mechanism.
114 -* Personalization based on website behavior (viewed categories, viewed products, abandoned carts).
115 -* Calendar-based visualization of communication sequences and campaigns.
116 -* Email delivery and analytics.
117 -* Email sending via external ESPs or Loymax Smart Communications’ own high-throughput infrastructure (up to 18 million emails per day).
118 -* SMS delivery and analytics.
119 -* Push notification delivery and analytics.
120 -* Delivery error analysis, including server responses and spam filter feedback—automatic flagging of invalid email addresses and phone numbers.
121 -* A/B testing for campaigns and mass messagings.
122 -* Test message sending.
123 -* Time zone–aware SMS delivery scheduling.
103 +* Automated communication chains and manual mass mailings;
104 +* Visual editor of communication chains;
105 +* Unlimited length, number of conditions and branches in communication chains;
106 +* 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;
107 +* Managing the criteria for customer re-entry into the communication chain;
108 +* Visual message editor;
109 +* Message preview on the devices of different size: PC, tablet, phone;
110 +* Text templates;
111 +* Templates import;
112 +* Quick assembly of text messages from templates;
113 +* Advanced language of the [[template engine>>https://docs.loymaxsc.net/features/personalizaciya/makrosy ]] with support for conditions and cycles;
114 +* Variables: any attributes from the customer profile and from customer-related objects (orders, events) can be added to the message;
115 +* Mechanism to unsubscribe from mailings by the recipient.
116 +* Personalization based on the history of website visits (viewed product categories, viewed products, abandoned baskets);
117 +* Visualization of communication chains and mass mailings in the calendar;
118 +* Sending emails and delivery analytics;
119 +* Sending emails via the ESP or Loymax SmartCom delivery infrastructure (up to 18 million emails per day);
120 +* Sending SMS and respective analytics;
121 +* Sending push notifications and respective analytics;
122 +* Analysis of delivery errors, server responses and spam filters of email service providers — marking incorrect email addresses and phone numbers;
123 +* A/B tests of communication chains;
124 +* A/B-tests of mass mailings;
125 +* Sending test messages;
126 +* Taking into account the time zone of the recipient when sending text messages.
124 124  
125 125  (% class="box" %)
126 126  (((
127 -**Campaign example**:
130 +**Campaign example:**
128 128  
129 -* Trigger date: November 24, 2023;
130 -* Select customers from segment: regular buyers;
131 -* Send push notification.
132 +* Black Friday date: November 24, 2023;
133 +* Select customers from the segment: regular customers;
134 +* Send SMS message.
132 132  
133 -In this campaign, all customers in the **Regular buyers** segment will receive a push notification 24 hours before Black Friday.
136 +As part of this campaign, all customers who fall within the **Regular Customers** segment will receive an SMS message 24 hours before Black Friday.
134 134  
135 -|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Campaign_en.png" width="1200"/}}
138 +|(% style="border-color:#ffffff; text-align:center" %)[[image:Campaign_en.png]]
136 136  )))
137 137  
138 138  == Analytics ==
139 139  
140 -Loymax Smart Communications provides comprehensive monitoring and analytics capabilities. The collected data supports reporting and strategic decision-making for customer engagement.
143 +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.
141 141  
142 142  (% class="wikigeneratedid" id="H41243E43743C43E43643D43E44144243843F43E44043043143E44243544143043D43043B43844243843A43E439:" %)
143 -**Analytics capabilities:**
146 +**Analytics work options:**
144 144  
145 -* Standard reports on the customer database.
146 -* Summary reports on communication channels, communication types, and more.
147 -* Reports on specific campaigns or mass messagings.
148 -* Trends and current snapshots of customer database quality metrics.
149 -* Delivery performance trends and snapshots for campaigns and sequences.
150 -* Conversion funnel trends and snapshots for campaigns and sequences.
151 -* Campaign effectiveness—tracking of assisted transactions attributed to specific communications.
152 -* Attribution of customer purchases to the triggering campaigns and mass messages.
153 -* Email open-rate reports by time of day and day of week.
154 -* Email delivery reports.
155 -* RFM segment visualization.
156 -* Contact data quality reports.
148 +* Standard reports on the customer base;
149 +* Summary reports for each communication channel, trigger chain summary report;
150 +* Trend and current snapshot of customer base quality metrics.
151 +* Trend and current snapshot of message delivery for mailings and communication chains;
152 +* Trend and current snapshot of conversion funnel for mailings and communication chains.
153 +* Efficiency of mailings and communication chains — trend of assisted transactions in relation to specific mailings and communication chains (campaigns);
154 +* Attributing customer purchases to communication chains and mass mailings that initiated those purchases;
155 +* Report on emails open rate by time of day and week days;
156 +* Email delivery report;
157 +* Visualization of RFM segments;
158 +* Contact data quality report.
157 157  
158 158  (% class="box" %)
159 159  (((
160 -Example **Customer database quality** report:
162 +Sample report **Quality of customer base**:
161 161  
162 162  |(% style="border-color:#ffffff; text-align:center" %)
163 -(% class="box" %)[[image:Customer_quality.png]]
165 +(% class="box" %)[[image:attach:Analitics.png]]
164 164  )))
165 165  
166 -== Integration ==
167 -
168 -The platform offers extensive integration capabilities:
169 -
170 -* Data exchange with other information systems (import/export);
171 -* Integration with external systems via REST API;
172 -* JavaScript tracker for on-site customer behavior analysis;
173 -* Integration with communication channels (email, SMS, push, in-app, chatbots, voice bots, etc.).
174 -
175 -For more details, see the [[Integration>>doc:Main.Smart_Communications.SMC_integration.WebHome]] section.
176 -)))
168 +=== ===
Customer_quality.png
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1 -XWiki.VeraRetyeva
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Created 2024/02/14 08:54
Last edited 2026/04/08 04:37

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