Loymax, 2026
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3 **Contents:**
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5 {{toc depth="2" start="2"/}}
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8 == Customer profile ==
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10 A comprehensive set of information about a customer, including:
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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.).
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17 |(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Customer_Karl.png" width="1200"/}}
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20 **Capabilities for working with the customer database:**
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22 * Creation of a 360-degree customer profile containing:
23 ** all known customer information;
24 ** customer metric values;
25 ** customer transactions;
26 ** customer events;
27 ** history of communications, metric assignments, and point accruals;
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.
34
35 == Segment ==
36
37 A set of rules defining a group of customers unified by one or more shared characteristics. Segmentation and audience selection capabilities include:
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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.
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53 **Segment examples**: one-time buyers, regular buyers, residents of Novosibirsk, toothpaste buyers over age 30.
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56 For each segment, the system stores the selection rules and current segment metrics: number of profiles, average check, LTV, etc.
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58 Segments are recalculated multiple times per day.
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62 **Example selection rules**:
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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.
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68 These rules generate a list of customers over 30 who have made at least one purchase and are subscribed to SMS notifications.
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70 |(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Segment_example.png" width="1200"/}}
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72
73 == Target audiences ==
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75 Creating a target audience allows you to define a named list of customers.
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77 For example, you can select all customers who purchased a laptop in 2019 and assign them the tag “Laptop 2019”.
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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.
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86 For instructions on creating a target audience, see the [[article>>doc:Main.Smart_Communications.SMC_Use.Customers.Target_audiences.WebHome]].
87
88 == Mass messaging ==
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.
91
92 *//Viber access is restricted in the Russian Federation. Usage in other countries is governed by local regulations.//
93
94 == Campaign ==
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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.
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99 **Capabilities for managing communication sequences and mass campaigns:**
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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.Usage.Smart_Communications.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.
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127 **Campaign example**:
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129 * Trigger date: November 24, 2023;
130 * Select customers from segment: regular buyers;
131 * Send push notification.
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133 In this campaign, all customers in the **Regular buyers** segment will receive a push notification 24 hours before Black Friday.
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135 |(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Campaign_en.png" width="1200"/}}
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137
138 == Analytics ==
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140 Loymax Smart Communications provides comprehensive monitoring and analytics capabilities. The collected data supports reporting and strategic decision-making for customer engagement.
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143 **Analytics capabilities:**
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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.
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160 Example **Customer database quality** report:
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163 (% class="box" %)[[image:Customer_quality.png]]
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165
166 == Integration ==
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168 The platform offers extensive integration capabilities:
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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.
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Created 2024/02/14 08:54
Last edited 2026/01/21 04:35

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