🛍️ 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

The Customer Overview Page is your one-stop hub to track your shoppers and take action to grow sales. It shows you key metrics for both customers and followers, gives you a diagnosis of your shop performance, and recommends clear strategies you can set up directly from the page.

• 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:

• 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)
• Channel: All automated plans can use the chat channel; supports T2+ sellers to select Group chat for the Send option when creating or editing plans for Go LIVE reminder and Promote LIVE events.
• Content: Define the message content from the templates, or customize as you want
• Coupons & products:
  • Apply coupons to increase the click rate and conversion rate;
  • chat/email channels allow a maximum of 4 products to be selected; group chat channels allow a maximum of 3 products to be selected.
• 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.
Create custom audiences via Order ID
1. Go to [Customers – Segments], click [Create segment by order ID] – [Download order IDs from "Orders" page] to open a new order page.
2. In the new order page, you can filter by order time, status, logistics, and more. Export as a CSV file, then return to the segment creation page to upload.
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 CRM hosting features

Email - 🔥Advanced Email Marketing

Let TikTok Shop automatically send your brand's marketing emails! Using your shop domain (shopname@tiktokshop.com), it delivers targeted emails across 8 scenarios directly to your followers and past buyers, helping boost your brand visibility and ultimately drive sales growth.Quick access：Seller Center - Customer - Outreach - Create email plans - Enroll nowMore details：【External】Automated/Advanced Email Marketing// 授权邮件托管/高级电子邮件营销 【Invited only】For now, this feature is in a testing phase and open to selected sellers. If you don’t see the entrance yet, don’t worry — you can still reach customers through our existing in-app inbox messaging. 「🔥🔥A major upgrade to creative capabilities and Data Dashboard🔥🔥」

• Write as you like: freely edit the subject and content of your emails, making every communication full of brand personality.
• Check Data Performance: Through a clear Data Dashboard, track email performance by each scenario and gain insights into user behavior.
  One-click enrollment
  
  Edit email
  
  Check data performance

🔝 Expand Your Reach & Boost Business Growth

Since launching this channel in March, we've consistently reached over 5 million users daily. More than half of the enrolled sellers can achieve an additional 2%-20% shop GMV.

😋 Free & Effortless

It is free to join with no hidden fees, and no impact to your CRM plan quota—simply complete a one-time enrollment, and you can opt out at any time.

✅ Build Trust, Drive Retention & Ensure Customer Satisfaction

Emails are sent from your shop-branded domain to build trust and encourage repeat purchases, while platform-level frequency control and one-click unsubscribe ensure that customers never feel spammed or overwhelmed.

*We only use coupons and promotions that you have already created and will not generate any costs on your behalf. Emails for specific scenarios will not be sent if there are no corresponding active offers.

Chat - Al-powered outreach

Currently rolled out to trial sellers only. Go to Customers – Outreach – AI-Powered Outreach to turn on. Once enabled, the AI will manage the CRM outreach plans for the chat channel with the goal of driving GMV growth, creating and updating outreach plans based on weekly data.

• When enabling AI, you can set available plan quotas for AI. AI shares the quota with one-time plans; you can cancel plans created by the AI to reclaim quota for one-time plans.
• After enabling AI,
  • Each week, strategic analysis will be delivered across 3 dimensions—industry observations, experience behaviors, and customer trends—along with recommended CRM plan cards. Click a card to view and edit the plan details; click "Apply" to set these plans.
  • You can also track the results and trends of the current AI round: CRM GMV, CRM Orders, Total Recipients, and Recipients Read.

🚀 DFYD Outreach Campaign

Major sales campaigns are some of your biggest selling moments of the year—but your regular weekly quota may not stretch far enough to reach every shopper when it matters most. The DFYD Outreach Campaign is built for exactly these moments: a ready-to-go set of campaign-themed message templates that go live during major sales events.
The best part?

• Messages sent through the DFYD Outreach Campaign won't touch your regular plan quota.
• Join once with a single click, and we'll automatically reach the right customers with the right message at every stage of the campaign—no manual setup required.

Is it available for your shop?

• DFYD Outreach Campaign rolls out region by region, timed to each market's campaign calendar. If the entry isn't on your CRM page, the DFYD Outreach Campaign hasn't been enabled for your shop's region yet.
• Any seller who meets the standard CRM eligibility bar (SPS ≥ 3.5) can enroll—and you can jump in anytime, from the moment the Outreach Campaig opens right through to the end of the campaign.
  

How does it work?Step 1: Join the paln
Head to Customers › Outreach › Create chat plans > Join now to enroll.
Step 2: Know your stages
We break each campaign into timed stages that mirror the campaign calendar, so your messages land exactly when shoppers are most ready to buy. Here's how it maps out for the 2026 Deals For You Days (June 17 – July 2):

• Warm up: June 10 – June 16
• Campaign starts: June 17 – June 23
• Peak days: June 24 – July 1
• Last call: July 2

Note: You can opt out and re-enroll freely before Stage 1. Once Stage 1 begins, opting out is final—you won't be able to re-join.Step 3: Make each stage your own
At every stage, one message goes out to each customer segment—always free of your regular quota. Everything comes pre-built, so you can launch as-is or fine-tune the details:

• Audiences & messaging: Templates come pre-filled for each customer segment. You can adjust the segments and edit content in your way—just remember that a segment with no audience won't send.
• Products & coupons: We pre-select your best-selling promo products and your highest-converting coupons, but the final call is always yours.

Frequency control rule: during campaigns, each customer can receive up to 3 messages per week from the same seller (1 regular plan message and 2 messages from different stages of the campaign plan).Message template example (BFCM)

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 & Quota Rules & Frequency

-- Eligibility Rules--

Access to the CRM module is determined by your Shop Performance Score (SPS). When SPS ≥ 3.5, you are granted access. Permissions are recalculated daily based on your latest SPS.
Please note: SPS is not equal to GMV. For detailed evaluation criteria, please refer to the Shop Performance Score (SPS) Guide.

• ✅ Access Granted: SPS ≥ 3.5
  • You can access the CRM module
• 🟡 Access Frozen: 3 ≤ SPS < 3.5
  • You are temporarily restricted from creating new CRM plans or editing existing ones.
  • Previously activated plans will continue to run normally without impact
• 🔴 Access Revoked: SPS < 3, or sellers with 0 transaction value in the past 30 days
  • CRM creation, editing, and sending permissions are all suspended, equivalent to an “ineligible” status
  • Once SPS increases above 2.8, or transactions occur within 30 days, previously paused CRM plans will automatically resume
    

The number of one-time campaigns you can create per week is determined by your GMV over the past 30 days (calculated every Monday), as well as your read rate and unsubscribe rate.
Weekly quotas are refreshed every Monday at 12:00 AM (UTC-4).

-- Base Quota --

• ✅ GMV ≥ $600K: 8 campaigns/week
• ✅ $200K ≤ GMV < $600K: 7 campaigns/week
• ✅ $65K ≤ GMV < $200K: 6 campaigns/week
• ✅ $12.5K ≤ GMV < $65K: 4 campaigns/week
• ✅ $0 < GMV < $12.5K: 3 campaigns/week
• 🔴 (Freeze Rule) GMV = $0: No CRM access

-- Bonus Quota --

• 🔝 Top 30% read rate within the same tier: +1 campaign
• 🔝 Top 30% unsubscribe rate within the same tier: +1 campaign

Read Rate: The proportion of users who read messages sent via your campaigns
Unsubscribe Rate: The proportion of users who unsubscribe from your marketing messages
If your store has already exceeded the campaign quota, you cannot request additional campaigns.
If your store’s SPS ≥ 3.5, automated campaigns have no quota limit. However, campaigns created via third-party tools will still count toward your quota.
You can view your total weekly quota and remaining quota under:
[Customers] → [Engagement] → [One-time Campaigns]
Hover over the indicator to see detailed rules and your current status.

-- Frequency Control --

• Inbox message: A shop can reach the same user up to once a week; a user can receive plans for up to 3 different shops per day
• Email: A shop can reach the same user up to once a week; a user can receive up to one email a day
• Group chat: The maximum number of crm plans per day is 3, and the maximum number of crm plans per week is 5
• During campaigns: each customer can receive up to 3 messages per week from the same seller (1 regular plan message and 2 messages from different stages of the campaign plan).
• Unsubscribe path: Users can block/ unsubscribe from sending by clicking "here". Screenshot example below:

Seller crm用户退订入口//Seller CRM User Unsubscribe Path