Broadcast Feature
Nguồn chính thức · TikTok Shop · Thông tin chính thức
Cập nhật: 20/08/2026
Tình huống
TikTok Shop sellers in Vietnam need to manage customer relationships and execute targeted marketing campaigns. The Broadcast Feature (formerly CRM) is available on Seller Center PC for all sellers, providing tools for user segmentation and automated/one-time outreach plans to drive sales, encourage repeat purchases, and build customer loyalty.
Insight
TikTok Shop Broadcast Feature provides comprehensive CRM (Customer Relationship Management) capabilities for sellers to target customers through personalized mass communication. The feature is accessible only through Marketing > Customers menu in Seller Center on PC. It includes three core functions: (1) Customer Overview - a dashboard showing customer segmentation data and historical analysis to understand outreach impact from view to purchase funnel; (2) Customer Segment - 7 default segments provided: Potential new customers (added/favorited in past 30 days but haven’t purchased), Recent Customers (first purchase in past 30 days), Repeat Customers (previous orders + another purchase in past 30 days), Frequent Customers (more than 1 purchase in last 90 days), Lapsed Customers (at least 1 purchase in past 365 days but no repurchase in last 90 days), New Followers (followed in last 30 days), and Existing Active Followers (engaged with shop through LIVE, Short Videos, Product Card in past 30 days). Sellers can also create custom segments using at least 3 conditions across 5 groups: Demographics (age, gender, region), Purchasing behavior (browsed/favorited within X days, added to cart/reviewed within X days, min-max order value, first/last order date), Shop follower status (whether they follow, follow period), Engagement (watched/liked/clicked shoppable video or LIVE), and Historical outreach performance (read/clicked/unsubscribed). (3) Broadcast Outreach Plan - includes One-Time Plans (limited quota, pre-built templates for driving sales, encouraging repeat purchases, building loyalty) and Automated Plans (unlimited, triggered by customer actions: remind to purchase, Go LIVE reminder, price drop reminder, abandoned cart recovery, incomplete checkout recovery, post-purchase thank you). Messages can include up to 100-word plan names, coupons (regular/targeted/private - with Smart coupon optimization option), 1-4 product attachments, and interactive buttons linking to product lists or LIVE events. New capability: Broadcast messages can be sent to public group chats (created under official TikTok account beforehand) in addition to customer segments, with specific supported plans: one-time best-selling/new product announcements and automated LIVE promotion/reminders. Group chat limitations: no targeted/private vouchers, max 3 product cards (vs 4 for regular chat). Plan statuses: send now, sent, ongoing, scheduled, draft (one-time only), cancel. Performance metrics available: recipients, orders, GMV, claimed coupons. Data updates daily as of yesterday. No minimum segment size required. Customers can block shop communication. Language follows Seller Center setting for seller view, and matches customer’s TikTok App language setting for customer view (English and local languages available). Sub-accounts can be granted access via User Management.
Hành động
Access Broadcast Feature via Seller Center PC > Marketing > Customers. For customer segmentation: use 7 default segments or create custom segments with minimum 3 conditions for precision. For one-time outreach plans: select from pre-built templates (Drive Sales: share best-sellers, announce new products, promote LIVE/campaigns; Encourage Repeat Purchases: convert followers to customers, get customers to buy again, win back inactive customers; Build Loyalty: ask for reviews) or create from scratch with plan name (max 100 words), select customer segment, schedule send time, choose Chat channel, compose content using templates or free text, attach coupon (regular/targeted/private), add 1-4 products, configure interactive button to product list or LIVE. For automated plans: select from templates (remind to purchase, Go LIVE reminder, price drop reminder, abandoned cart recovery, incomplete checkout recovery, post-purchase thank you), set trigger conditions and timeframe, attach Smart coupon or manually select coupon, products auto-populated from customer cart (max 4). For group chat broadcasts: ensure public group chat exists under official TikTok account first, then select eligible plan, choose at least 1 group chat (searchable, multi-selectable), note group chat channel auto-checked, no targeted/private vouchers allowed, max 3 products. After completing any plan form, choose: Discard (delete), Save as Draft (editable later), or Submit (immediate activation). Manage plans under Manage Outreach Plan tab - filter by type and status. For ongoing plans: can view or cancel. For scheduled: can view or cancel before start time. For drafts: can edit or delete. For sent/cancelled: view details, delete cancelled one-time plans. Monitor performance via recipients, orders, GMV, claimed coupons. Check segment performance under Manage Customer Segment tab. Enable sub-account access in User Management. Send meaningful messages with special deals to avoid customer blocking and maximize response rates.
Điều kiện áp dụng
Available for all TikTok Shop sellers in Vietnam on Seller Center PC only. One-time plans have limited quota; automated plans are unlimited. Public group chats must be created under official TikTok account beforehand. Group chat channel does not support targeted or private vouchers, and limits product cards to 3 (vs 4 for regular chat). Draft status only available for one-time plans. Data in Manage Customer Segment updated daily as of yesterday. No minimum segment size required. Customers can block/unblock shop communication at any time.
Liên kết
- Nền tảng: TikTok Shop
- Funnel: Retention (Giữ chân)
- Nguồn: https://seller-vn.tiktok.com/university/essay?knowledge_id=3721371931543297
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