🛍️ Engaging your customers with Customer [CRM] tools in Seller Center

Why is customer management important?

Increasing customer engagement is crucial for fostering long-term business growth. Engaging with customers effectively allows you to build strong relationships with them, driving loyalty and increasing repeat purchases.
By utilizing CRM tools, you can streamline customer marketing efforts, personalize customer communication, and then increase customer lifetime value and maximize overall sales performance on TikTok.
Data has shown that: TikTok Shop sellers who leverage CRM to engage customers saw an average 6.17% GMV increase compared to their peers.Whether you want to re-engage lapsed customers, encourage repeat purchases, or convert abandoned carts into sales, TikTok Shop's Customer tool makes it easy.

• Increase sales with targeted messages: Drive engagement and conversion by sending personalized messages based on shopper behavior, such as repeat purchases and abandoned carts.
• Launch campaigns fast and for free: Use pre-built customer segments and ready-to-use message templates, and automate repetitive tasks like order confirmations and price drop reminders.
• Improve shopper retention and loyalty: By delivering timely and relevant messages, you can build strong customer relationships and drive repeat business.

Explore our CRM tool by going to Seller Center > Customers

Seller success stories with CRM

Using these tools has helped the following brands engage with customers and broaden their reach:

• Neuro Gum used CRM to generate over $175K in GMV in three months
• Micro Ingredients used CRM to to drive $261K in sales in 30 days and experienced a 3x increase in LIVE attendance
• Mavwicks Fragrances has generated over $276 in GMV within a year and built a stronger customer base.

How to increase customer engagement via CRM

Learn about your customers and followers

• Understand your shoppers better: See customer and follower trends, including GMV, conversion, average spend, and competitor benchmarks.
• Know where to focus: Understand what's working and what needs attention, and get clear guidance on what to do next.
• Take action fast: From this page, go directly to set up follower coupons, create CRM campaigns, launch automated plans, and build customer segments.
• See best practices: Learn from other sellers who are increasing sales, so you can apply their tactics to your shop.

Recommended CRM Strategies

Set up automated CRM campaigns

You can set up specific messages as automated campaigns that always run in the background or for a certain period of time while you focus on your shop. The message will automatically be sent to the relevant customers once they meet the defined conditions during the timeframe you set. Opportunities to use automated CRM campaigns:

• NEW!!Promote LIVE events: Send a message to potential LIVE customers when you have upcoming LIVE events in next 48 hours to drive LIVE visits and keep your users active.
• Go LIVE reminder: Send a message to potential LIVE customers when you're going LIVE
• Welcome new followers: Send a warm welcome message to new followers and introduce them to your shop and products.
• Recover abandoned carts: Reach out to shoppers who added items to their cart but did not complete checkout in 48h. A friendly reminder or limited-time coupon can help close the sale.
• Price drop reminders: Let customers know when a product they're interested in is on sale or dropped in price.
• Encourage complete checkouts: Target customers who started checkout but did not finish checkout in 48h. A simple nudge can move them toward completing their purchase.
• Thank new customers: Thank first-time customers and encourage them to come back for more. Build relationships and foster repeat business.

We defined the customer segments for each automated campaign by default. All you need to do is confirm the following:

• Time: Choose the time period for this campaign to run through (up to 6 months)
• Content: Define the message content from the templates, or customize as you want
• Incentives: Apply coupons to increase the click rate and conversion rate.
• Preview and submit

Set up customized CRM campaigns

You can customize one-time CRM campaigns to achieve certain business purposes, like driving sales, encouraging repeat purchases, and building loyalty.
Notify Your LIVE Core Viewers of Upcoming LIVE Event With ONE ClickRight after you create a LIVE event for an upcoming LIVE session, you are able to trigger a preview message via CRM to your LIVE core viewers defined by Algorithem, who are high potential viewers of the next LIVE session.🎉 Seller case of LIVE event promotion via CRM:A seller achieved Liveroom viewers increased by 67%, rising from 300+ to 500+ viewers after sending out CRM messages promoting LIVE event the day before going LIVE. And on the same day, the shop GMV increased by 20.5%.Here's how to get started in 3 easy steps:Step 1: Pick your plan and campaign type: Choose a one-time message template and select a campaign goal.
You can also choose to create CRM campaigns from scratch, or based on customer segments.
Step 2: Choose your audienceSelect a built-in segment to target your audience. This can be potential new customers, lapsed customers, abandoned cart shoppers, new or active followers, or first time or repeat customers. You can also create your own customer group using filters like engagement, purchase behavior, or time from the last order.
Step 3: Customize and send your message
You can use a template or write your own. Be sure to add a product link and coupon to increase conversion. Once you've customized your message, you can preview it before scheduling or sending it right away.
NEW!! We are excited to announce the official launch of Customer email as a new outreach channel within your TikTok Shop Customers (CRM) tool. This significant upgrade moves your shop beyond limited communication through Chat channel into a high-scale, integrated system designed to help you engage with your customers in more meaningful ways.

*Email channel is only available in one-time plans.

Track and review CRM performance

After creating your CRM campaigns, you can track outreach performance and iterate your CRM strategies.

Try Automated Email Marketing

More details：【对外】EDM Project: Automated Email Marketing！商家授权平台托管邮件

To enhance sellers' ability to connect with customers, TikTok Shop has launched a new Email Program——Exclusive Email Campaign.
Once authorized by the seller, the platform automatically delivers targeted marketing emails to past purchasers and followers on behalf of your brand, ,using the seller's domain name(shopname@tiktokshop.com), across core conversion scenarios like New Arrivals, Flash Sales/Direct Discounts, Free Shipping, Voucher Issuance/Reminders, and Campaigns.
🔥Invited only! The program is available only to selected sellersEntrance：Access the Seller Center 【Customer Overview Page】，click the 【Authoized now】via Exclusive Email Campaign pop-up or banner
One- Click Authorization: Go to the authorization page, click the 【Enroll】 button，and ensure the 【Exclusive email campaign】option remains checked
Manage: Check your authorized email campaign in 【Customer Overview Page】，click the 【Authorize Email】button

Tips:

Apply coupons

to drive higher click-through rates and purchases
When you are setting up automated plans, you have three options for coupon settings in this automated plan:

CRM Eligibility criteria

CRM Eligibility Criteria:

Access to CRM is based on your Shop Performance Score (SPS). Access levels and quotas are recalculated daily, based on your latest SPS score.

• ✅ SPS ≥ 4.5 → Advanced access (quota = 6-8 messages/week)
• ✅ 3.5 ≤ SPS < 4.5 → Standard access (quota = 3-5 messages/week)
• 🟡 3 ≤ SPS < 3.5 → Permission Frozen (previously active plans will not be affected)
• 🔴 SPS < 3 → Access revoked

New permission rules below to ensure a seamless and consistent operating experience for you.Effective from: 10/23/2025 Permission FrozenTrigger: When SPS falls within the range of 3 ≤ SPS < 3.5Status behavior: In this state, you are temporarily restricted from creating new CRM plans or editing existing ones. However, previously active plans will continue to run without disruption.Access RevokeTrigger: When SPS < 3Status behavior: In this state, your access to CRM will be revoked. All created CRM plans will be suspended from sending to ensure system stability and prevent execution under abnormal conditions.Automatic Plan RestartTrigger: When SPS increases from <3 to ≥3Status behavior: The CRM plans that were previously paused due to the access revoke state will automatically resume, allowing you to seamlessly continue your marketing campaigns once system stability is restored. You'll see a badge and tool tip at the top of the Customers page in Seller Center, showing whether your access is Ineligible, Standard, or Advanced.👍Good news: If SPS≥ 3.5, automated CRM campaigns have unlimited quota.