Why You Need a Customer Tag System
In the Zalo OA dashboard, your customer list grows continuously with ad campaigns, customer service interactions, and event registrations. If you rely on uniform broadcast messages, new, returning, and potential customers all receive the same content, which can easily lead to annoyance or churn. Establishing a clear customer tag system helps you differentiate users by lifecycle stage, making every message more targeted.
Three Core Tags: New, Returning, and Potential Customers
Start with three dimensions, apply basic tags first, then refine based on behavior.
- New customers: Users who added you as a friend or interacted for the first time within the last 30 days but have not completed their first order. Tags can be set as "New - Not Converted" or "New - Friend Added."
- Returning customers: Users who have completed at least one purchase or used your core service. They can be further segmented into "Returning - Repeat Purchase 1" or "Returning - High Activity."
- Potential customers: Users who entered via ad clicks, event lead forms, or friend referrals but have not yet engaged deeply. Tags like "Potential - Ad Source" or "Potential - Event Registration" are suitable.
How to Build a Tag System in 5 Steps
In the Zalo OA dashboard, the process is straightforward. Follow these steps to set up the basic framework.
- Go to the "Customer Management" module, click "Tag Management," and create three first-level tags: New, Returning, and Potential.
- Add second-level tags for each first-level tag, such as "New - From Ad," "Returning - High Order Value," "Potential - No Response," to facilitate later filtering.
- Set up automatic tagging rules: In "Automation," configure rules to automatically assign tags based on events (e.g., adding friend, completing order, clicking link).
- Manually supplement tags: During chats, customer service agents can manually add tags like "VIP" or "Complaint Prone" based on conversation content.
- Regularly clean up and merge: Check your tag list monthly, delete ineffective tags, merge similar ones, and keep the system concise.
3 Checkpoints for Segmented Operations
Once tags are in place, how do you execute segmented operations? Here are three checkpoints to help you avoid common pitfalls.
- Checkpoint 1: Are new customers being over-messaged? Within 48 hours of adding a friend, send only one welcome message and one first-order discount. After that, limit content pushes to at most once per week.
- Checkpoint 2: Are returning customers receiving exclusive benefits? Offer exclusive discount codes or early access to new products for returning customers, making them feel valued and boosting repeat purchase rates.
- Checkpoint 3: Is there a nurturing process for potential customers? For potential customers, avoid direct hard-sell ads. Instead, send industry insights or customer case studies every three days for two weeks before attempting conversion.
Precise Outreach with Tags
With tags in place, you can filter by tag when sending broadcast messages. For example, send a "First Order Discount" coupon to "New - Not Converted," a membership day reminder to "Returning - High Activity," and event recaps and follow-up benefits to "Potential - Event Registration." This will significantly improve open and click-through rates for each message.
Data Review and Iteration
We recommend reviewing customer counts and conversion data under each tag every two weeks. If a tag's customer count grows rapidly, it indicates the channel or campaign is effective, so consider increasing investment. If a tag's conversion rate is consistently zero, adjust your content or redefine the tag. A tag system is not static; it should evolve with your business.