web chat broadcast user guide · 2020. 12. 16. · web chat broadcast is a feature in the seller...

WEB CHAT BROADCAST USER GUIDESELLER EDUCATION HUB

SELLER EDUCATION HUB

CHAT BROADCAST USER GUIDE

CONTENT PAGE

Table of Contents

Introduction to Web Chat Broadcast

Step-by-Step Guide

Important to Note

FAQ

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4 - 13

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17 - 19

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Table of Contents

INTRODUCTION TO WEB CHAT BROADCAST


Web Chat Broadcast is a feature in the Seller Centre which allows sellers to broadcast vouchers to a group of followers, buyers, or users via Shopee Chat.

You can:● Filter buyers/followers based on your desired criteria● Group buyers/followers based on your applied filters● Send vouchers or products with messages to selected groups● Send reminders to users pending purchase or buyers pending review

Targeting specific shoppers with vouchers, promotions or reminders is an efficient way to reward buyers and increase item views and orders.

3CHAT BROADCAST USER GUIDE

What is Web Chat Broadcast?

STEP-BY-STEP GUIDE

SELLER EDUCATION HUB 5STEP-BY-STEP GUIDE

Login to ShopeeSeller Centre

Understand Buyer Details

Tap Chat Broadcast

Group under Chat Broadcast

Tap Create New Group

Enter filters for the group

Create a broadcast

Check broadcast status

At a Glance

SELLER EDUCATION HUB 6

Login to Shopee Seller Centre.

STEP-BY-STEP GUIDE

1. Login to Shopee Seller Centre


Chat Broadcast Group allows you to create a group of filtered users and view existing groups.

My Broadcast allows you to create a broadcast and see broadcast history.

STEP-BY-STEP GUIDE

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2. Left Menu - Chat Broadcast

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Buyers’ Details allows you to filter, identify and see more details of desired buyers who fulfil your criteria.

Seller Tips!


In Buyers’ Details, you can filter buyers based on your desired criteria:

● Order attributes○ Orders, Sales, Average Basket Size, Time of

First Order, Time of Last Order, Days from Last Purchase, Days Without Purchase

● Basic attributes ○ Gender○ State (Address)

● Behavioral attributes○ Cancellation Rate, Return Rate, Buyer Rating

Click ‘Search’ to display the buyers who fulfil the criteria.

Click on Buyer Details for more information on buyer’s rating of your shop, return/refund details, cancellations, and orders.

STEP-BY-STEP GUIDE

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3. Buyers’ Details - Understanding your Buyers


In Chat Broadcast Group, create a new group by selecting desired filters and input filter values:

● Order attributes○ Orders, Sales, Average Basket Size, Time of

First Order, Time of Last Order, Days from Last Purchase, Days Without Purchase

● Basic attributes ○ Gender○ State (Address)

● Behavioral attributes○ Cancellation Rate, Return Rate, Buyer Rating

You will be able to see the number of users that meet selected criteria during the creation of a new recipient group.

● Select Calculate to view size of recipient group

Create your chat broadcast group by clicking ‘Confirm’.

9STEP-BY-STEP GUIDE

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4. Create New Group - Create your Own by Selecting Criteria

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In My Broadcast, select a target recipient group:● Followers:

○ Reach out to your followers with chat broadcast● Top 10% Buyers:

○ Reach out to your buyers with chat broadcast● Users Pending Purchase:

○ Buyers with unpaid item(s) in their shopping carts● Pending Review Reminder:

○ Remind Buyers who have purchased an item without leaving a review for the product in 30 days.

Message quota will be shared across Web / App chat broadcast:

● Max. number of recipients per week: 2 x shop followers● Sending a broadcast will deduct from overall message

quota

10STEP-BY-STEP GUIDE

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Only scheduled broadcasts can be cancelled. Messages with Sent or Sending status cannot be edited or cancelled.

Seller Tips!

5. Create a Broadcast - Target different users

Broadcast History

Sent Drafts

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*Weekly broadcast quota max. 1


After creating your buyer group, you can select a group and Create Chat Broadcast:

● Name the activity● Provide an accompanying message● Select broadcast type: voucher or product/category● Add voucher or product/category

○ Click ‘+ Add a voucher’ to select existing voucher or create a new voucher

○ Click ‘+ Add products’ to include product with your message

○ Click ‘+ Add promotion’’ to include promotion such as Shop Flash Sale or Bundle Deal

Select the ‘+’ icon next to Image to add an image to your message. Images will be auto-screened to ensure quality of broadcasts.

● Max. 1 image per broadcast (2 MB) ● No violent, illegal, inappropriate images allowed

Schedule your broadcast by selecting ‘Send now’ or ‘Schedule to send later’.

Send your broadcast by clicking ‘Send’.


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6a. Add Content to the Broadcast (Followers or Buyers)

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4*Images that violate image guidelines will fail to upload.

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You can drag the slider or manually input number of recipients desired for each broadcast

● Max. recipients: remaining message quota for the week (2 x shop followers)

● Min. recipients: 1

(Opt.) Add a voucher to your message


6b. Add Content to the Broadcast (Abandon Cart Reminder)

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*If seller tries to input a recipient quantity that is greater than the remaining message quota, system will automatically adjust to the remaining message quota available.


You can drag the slider or manually input number of recipients desired for each broadcast

● Max. recipients: remaining message quota for the week (2 x shop followers)

● Min. recipients: 1

(Opt.) Add a voucher to your message


6c. Add Content to the Broadcast (Pending Review Reminder)

*If seller tries to input a recipient quantity that is greater than the remaining message quota, system will automatically adjust to the remaining message quota available.

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To add a voucher to your broadcast, you can create a new shop voucher or select an existing voucher.

To create a new shop voucher, click on Create Shop Voucher, and input voucher details.

● Voucher Name / Code● Reward Type (Discount / Coins Cashback)● Discount Type● Min. Basket Price● Voucher Start / End Time● Voucher Quantity

Under Voucher Display Settings, click ‘To be shared through voucher code’ so that the voucher will only be displayed to your chat broadcast recipients.


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7. Create a Voucher for Chat Broadcast

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You can choose between 3 product types when adding a product to their broadcast:

● Top Sale - Most popular products○ System auto selects top 4 products that

generated the highest GMV ● New Arrival - New products

○ System auto selects 4 most recently uploaded products, sorted by recency

● Custom - Custom selection of products ○ Seller can select any 4 products from

product selection page

Take Note● Max. 4 products will be shown in message to

recipient● If some products listed are out of stock at the

time of sending, broadcast will prioritise display of items in stock

● If all products are out of stock, broadcast will not be sent


8. Select Products to Broadcasts

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You can select your desired Bundle Deal to add as new Promotion content.

Select the Bundle Deal to add to your message ● Max. 1 Bundle Deal can be selected per broadcast● Only upcoming or ongoing Bundle Deals can be

selected● Bundle Deal must not expire before scheduled send

time

Take Note● Max. 4 items will be shown in message to recipient● If some products listed are out of stock at the time

of sending, broadcast will prioritize display of items in stock



9a. Select a Promotion for Chat Broadcast (Bundle Deal)

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You can select desired Shop Flash Sale to add as new Promotion content.

Select the Shop Flash Sale to add to your message● Max. 1 SFS can be selected per broadcast● Only upcoming or ongoing SFS can be selected● SFS must not expire before scheduled send time

Take Note● Max. 4 items will be shown in message to recipient● If some products listed are out of stock at the time

of sending, broadcast will prioritize display of items in stock



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9b. Select a Promotion for Chat Broadcast (Shop Flash Sale)

*If seller does not have any live SFS, prompt will appear with URL to redirect seller to Bundle Deal creation page

*Images that violate image guidelines will fail to upload.

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See a dynamic preview of the actual broadcast from the recipient's perspective

● Preview will update in real time as seller inputs content

You can send broadcasts during the following times to minimise disturbance to recipients:

● SG: 8am to 1am● MY: 9am to 8pm● TH: 7am to 9pm● TW: 10am to 10pm● ID: 7am to 9pm● VN: 9am to 9pm● PH: 8am to 1am


10. Send Broadcast

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To see broadcast history, you can filter broadcasts based on criteria:

● Type (Buyers, Followers, Users with pending purchase, Buyers with pending review)

● Created On (PC, App)● Status (Upcoming, Sent, Stopped)● Push Time

View Chat broadcast status:● Sending● Sent● Scheduled● Failed● Cancel

View, edit, or cancel scheduled broadcasts:● Click ‘Broadcast Details’ to view broadcast content ● Click ‘Edit Broadcast’ to change broadcast content ● Click ‘Stop Broadcast’ to cancel scheduled broadcast


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Only scheduled broadcasts can be cancelled. Messages with Sent or Sending status cannot be cancelled.

Seller Tips!

11. View Chat Broadcast Status and History

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IMPORTANT TO NOTE


IMPORTANT TO NOTE 21

Give an attractive voucher discount for higher conversion ● Voucher minimum spend can be slightly higher than your

shop’s ABS to increase overall items ordered and ABS ● Low discount or overly high minimum spend is less

effective in driving clicks● Consider voucher quantity cap after checking your buyer

targeting size

Use targeting filters of your buyer’s behaviour: Orders, ABS, GMV● Use different voucher codes to measure responsiveness of

different buyer groups

Don’t spam buyers with the same content every day or they will stop responding to your chats

Don’t use vulgarities

Don’t ignore or be unpleasant to buyers in chat responses

Don’t use third-party chat services to send chat broadcasts that exceed daily send limits or include content that is not supported by Shopee

What you should do What you should not do

Do’s and Don’ts

Providing excellent customer service via chat is an important way to boost your sales and build customer loyalty. Learn more on Chat Response Rate.

Seller Tips!

https://seller.shopee.sg/edu/article/50


IMPORTANT TO NOTE 22

Broadcast and Message Quota

Recipient GroupBroadcast Quota Message Quota

Max. number of times you can send a group of Chat Broadcast message to users per week

Max. number of messages (recipients) you can send per week

Top 10% Buyers

1 per week2 x total number of followers per week

(e.g. If you have 1,000 followers, your weekly message quota is 2 x 1,000 followers = 2,000)

Followers

Custom Groups

Users Pending Purchase 1 per week

Buyers Pending Review 1 per week

Definitions● Broadcast Quota: Maximum number of times you can send a group of messages per week● Message Quota: Maximum number of messages (recipients) you can send per week. Each broadcast can contain multiple messages.

FREQUENTLY ASKED QUESTIONS

SELLER EDUCATION HUB 24FREQUENTLY ASKED QUESTIONS

Q: Who can I broadcast to?A: Currently, you can send broadcast messages to followers and buyers of your shop. The recipient list will be updated automatically every 24 hours.

Q: After submitting a chat broadcast, can I unsend it?A: Sent broadcasts cannot be unsent or recalled.

Q: Why does the number of actual broadcast recipients differ from the size of the chat broadcast group?A: You will only be able to send each buyer a message per day. The number of actual recipients will exclude those who have received a message from you

within the same day, users who have inactive / frozen accounts, as well as users who have blocked such broadcast messages.

Q: Why does the number of buyers in the group change?A: The number of buyers will be refreshed on a daily basis. New buyers who have recently placed an order will automatically be included in groups if they fulfil

the criteria.

Q: Why can’t I create more chat broadcast groups?A: There is a maximum number of groups you can create. You will need to delete an inactive group in order to create more.

Q: What is the maximum number of buyers / followers I can add to a group?A: The number of buyers / followers in a group are determined by the criteria you’ve set when creating the group. You will not be able to manually add or

remove buyers, hence there is no limit to the number of buyers in each group.

Q: Are there time restrictions to send a broadcast?A: Sellers can only send broadcasts between 0800-2200 to prevent disturbing recipients at night.

Broadcasting to Buyers

SELLER EDUCATION HUB 25FREQUENTLY ASKED QUESTIONS

Q: Why are there unsuccessful broadcasts?A: Broadcasts may not be sent successfully because

● you have reached your maximum broadcast quota● the recipient has reached the broadcast limit (see below)● the recipient’s account may be frozen / inactive● the recipient has chosen to block your broadcasts

Q: Can I add more than 1 type of content in my broadcast?A: Yes, you can add more than 1 type of content to the same broadcast. For example, you can add a product and a voucher to your text message.

Q: What is the limit of each content type I can include per broadcast?A: You can send a maximum of 1 text message, 4 products or 1 category, and 1 voucher per broadcast.

Q: Is there a limit to how many messages a user can receive?A: Yes, each user can receive a maximum of 2 messages from each seller per week, and a total maximum of 5 chat broadcast messages from all sellers per day.

Q: Will sending broadcasts impact my Chat Response Rate (CRR)? A: Chat broadcast will not directly affect CRR. But if a recipient sends a follow-up message after you send a broadcast, sellers should respond within 12

hours in order to maintain their CRR.

Q: Do I need to respond to auto-replies? A: No, you do not need to respond to auto-replies. Auto-replies will not count towards your CRR.

Broadcasting to Buyers

Thank youLearn more about best practices for selling on Shopee on Seller Education Hub:

https://seller.shopee.ph/edu

web chat broadcast user guide · 2020. 12. 16. · web chat broadcast is a feature in the seller...

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