Loymax, 2026
From version 19.1
edited by Andrej Rylov
on 2026/04/08 04:37
Change comment: There is no comment for this version
To version 11.1
edited by Andrej Rylov
on 2025/10/08 10:57
Change comment: There is no comment for this version

Summary

Details

Page properties
Title
... ... @@ -1,1 +1,1 @@
1 -1. Basic concepts and features of Smart Communications
1 +Basic concepts and features of Smart Communications
Parent
... ... @@ -1,1 +1,1 @@
1 -Main.Smart_Communications.WebHome
1 +Main.General_information.Smart_Communications.WebHome
Content
... ... @@ -5,157 +5,161 @@
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 capabilities:**
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 customer metrics;
25 25  ** customer transactions;
26 -** customer events;
27 -** history of communications, metric assignments, and point accruals;
26 +** customer-related events;
27 +** history of mass messagings 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 segment is a set of customers united by a common feature or a set of features. 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 line items.
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 Barcelona, 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 purchase, LTV, etc.
57 +The System stores the rules for selecting customer profiles and current values of 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 orders: 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 order and are subscribed to SMS notifications.
69 +A list of buyers over 30 years old who have made at least 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 this [[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, push, in-app notifications, and messengers.
94 +Mass mailing is a onetime task for the System to select the customer profiles from a segment and send them a preset message. The following channels are available for mass mailings: email, SMS/Viber, push notifications.
91 91  
92 92  == Campaign ==
93 93  
94 -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 communication chains that describe the rules of the System interaction with customers. Campaigns are automatically executed by the System at a specified frequency.
95 95  
96 96  (% class="wikigeneratedid" id="H41243E43743C43E43643D43E44144243844043043143E44244B44143A43E43C43C44343D43843A43044643843E43D43D44B43C43844643543F43E44743A43043C43843843C43044144143E43244B43C43844043044144144B43B43A43043C438:" %)
97 -**Capabilities for managing communication sequences and mass campaigns:**
101 +**Capabilities of communication chains and mass mailings:**
98 98  
99 -* Automated communication sequences and manual mass campaigns.
100 -* Visual campaign builder.
101 -* Unlimited sequence length, conditions, and branching.
102 -* 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.
103 -* Control over customer re-entry criteria into communication sequences.
104 -* Visual message editor.
105 -* Message preview across device sizes: desktop, tablet, mobile.
106 -* Email templates.
107 -* Template import.
108 -* Rapid message assembly from prebuilt blocks.
109 -* Advanced [[template engine>>doc:Main.Smart_Communications.SMC_Use.Mass_messaging.Template_engine.WebHome]] with support for conditions and loops.
110 -* Variables: insertion of any customer profile attribute or related object data (receipts, events) into messages.
111 -* Recipient unsubscribe mechanism.
112 -* Personalization based on website behavior (viewed categories, viewed products, abandoned carts).
113 -* Calendar-based visualization of communication sequences and campaigns.
114 -* Email delivery and analytics.
115 -* Email sending via external ESPs or Loymax Smart Communications’ own high-throughput infrastructure (up to 18 million emails per day).
116 -* SMS delivery and analytics.
117 -* Push notification delivery and analytics.
118 -* Delivery error analysis, including server responses and spam filter feedback—automatic flagging of invalid email addresses and phone numbers.
119 -* A/B testing for campaigns and mass messagings.
120 -* Test message sending.
121 -* 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 carts, and other website events;
107 +* Managing the criteria for customer re-entry into the communication chain;
108 +* Visual message editor;
109 +* Message preview on devices of different size: PC, tablet, phone;
110 +* Text templates;
111 +* Templates import;
112 +* Quick assembly of text messages from templates;
113 +* Advanced [[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 +* Option for the recipient to unsubscribe.
116 +* Personalization based on the history of website visits (viewed product categories, viewed products, abandoned carts);
117 +* Visualization of communication chains and mass messagings in the calendar;
118 +* Sending emails and delivery analytics;
119 +* Sending emails via an external provider or via Loymax Smart Communications delivery infrastructure (up to 18 million emails per day);
120 +* Sending SMS and the respective analytics;
121 +* Sending push notifications and the 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 +* Accounting for the recipient's time zone when sending text messages.
122 122  
123 123  (% class="box" %)
124 124  (((
125 -**Campaign example**:
130 +**Campaign example:**
126 126  
127 -* Trigger date: November 24, 2023;
128 -* Select customers from segment: regular buyers;
129 -* Send push notification.
132 +* Black Friday date: November 24, 2023;
133 +* Select customers from the segment: regular customers;
134 +* Send SMS message.
130 130  
131 -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.
132 132  
133 -|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Campaign_en.png" width="1200"/}}
138 +|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Campaign_en.png" width="800"/}}
134 134  )))
135 135  
136 136  == Analytics ==
137 137  
138 -Loymax Smart Communications provides comprehensive monitoring and analytics capabilities. The collected data supports reporting and strategic decision-making for customer engagement.
143 +Smart Communications provides the ability to monitor and analyze processes. The data obtained is used to generate reports and make further decisions regarding customer management.
139 139  
140 140  (% class="wikigeneratedid" id="H41243E43743C43E43643D43E44144243843F43E44043043143E44243544143043D43043B43844243843A43E439:" %)
141 -**Analytics capabilities:**
146 +**Analytical capabilities:**
142 142  
143 -* Standard reports on the customer database.
144 -* Summary reports on communication channels, communication types, and more.
145 -* Reports on specific campaigns or mass messagings.
146 -* Trends and current snapshots of customer database quality metrics.
147 -* Delivery performance trends and snapshots for campaigns and sequences.
148 -* Conversion funnel trends and snapshots for campaigns and sequences.
149 -* Campaign effectiveness—tracking of assisted transactions attributed to specific communications.
150 -* Attribution of customer purchases to the triggering campaigns and mass messages.
151 -* Email open-rate reports by time of day and day of week.
152 -* Email delivery reports.
153 -* RFM segment visualization.
154 -* 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 mass messagings and communication chains.
152 +* Trend and current snapshot of conversion funnel for mass messagings and communication chains.
153 +* Efficiency of mailings and communication chains — trend of assisted transactions in relation to specific mass messagings and communication chains (campaigns).
154 +* Attributing customer purchases to communication chains and mass messagings 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.
155 155  
156 156  (% class="box" %)
157 157  (((
158 -Example **Customer database quality** report:
162 +Sample report **Customer base quality**:
159 159  
160 160  |(% style="border-color:#ffffff; text-align:center" %)
161 161  (% class="box" %)[[image:Customer_quality.png]]
... ... @@ -163,12 +163,11 @@
163 163  
164 164  == Integration ==
165 165  
166 -The platform offers extensive integration capabilities:
170 +Smart Communications supports a wide range of integration capabilities:
167 167  
168 -* Data exchange with other information systems (import/export);
169 -* Integration with external systems via REST API;
170 -* JavaScript tracker for on-site customer behavior analysis;
171 -* Integration with communication channels (email, SMS, push, in-app, chatbots, voice bots, etc.).
172 +* Data import/export to/from other information systems.
173 +* Data exchange with external systems via REST API.
174 +* JavaScript tracker for analyzing customer behavior on a web site.
175 +* Communication channel integrations (email, SMS, push, in-app, chat bots, voice assistants, and others).
172 172  
173 -For more details, see the [[Integration>>doc:Main.Smart_Communications.SMC_integration.WebHome]] section.
174 -)))
177 +For more information about integration capabilities, see [[Integration>>doc:Main.Integration.WebHome]]
Created 2024/02/14 08:54
Last edited 2026/04/08 04:37

News
Updates
Tag cloud
Glossary
Site