Managing Your Yotpo SMS & Email Customers

      Managing Your Yotpo SMS & Email Customers


        Article summary

        Products


        SMS & Email
        Supported plans

        Free, Starter, Pro, Premium, Enterprise

        eCommerce Platform

        Shopify, Shopify Plus

        The Customers section of your Yotpo platform lets you view and analyze your customer data and take necessary actions.

        Here you will see every Customer Timeline that exists in Yotpo. A Customer Timeline can be created by:

        • Receiving customer or order information from your eCommerce platform
        • A shopper who subscribed to SMS or email marketing via any on-site subscription tools
        • Using Yotpo’s Create or update customer API endpoint

        A customer entity can be registered here as long as it has a phone number or email address.

        In this article, you’ll learn how to view and filter through your customers, and how to view the Customer Timeline of a specific customer.

        How it works

        The Customers page has predefined filters to help you focus your view on a specific set of customers. You can also use the open search to search for emails or phone numbers.

        Accessing the Customers page

        To access and view your customer timelines:

        1. In any Yotpo product, click the Yotpo Products menu on the top-left corner of the page, and select Yotpo Home. Yotpo Home will open in a new tab.
        2. In your Yotpo Home main menu, go to Customers.

        Applying filters

        When applying several filters within the same filter category, such as SMS subscribers, the filters will have an ‘OR’ relationship between them. This means we will see all customers that belong in one filter OR the other. For example, if you apply both the “Subscribers” and “Suppressed” filters, you will see results for all customers who are subscribed, all customers who are suppressed, and all customers who are both.

        When applying filters across different filter categories, the filters will have an ‘AND’ relationship between them. For example, if you are using the SMS “Subscribers” and Email “Subscribers” filters, you will only see results of customers who are necessarily subscribed to both SMS and email.

        When viewing a specific customer, you will be able to view the customer timeline.

        Viewing a customer’s timeline

        Yotpo’s Customer Timeline offers a centralized hub of customer details like order information, subscriber status, and SMS and email event history.
        The Customer Timeline can help you build stronger customer relationships, deliver personalized experiences, improve customer support, and make data-driven decisions to drive business growth.

        The Customer Timeline includes events from three types of sources:

        • eCommerce platform - Orders, refunds, creating an account with your store, etc.
        • Yotpo - Events generated by Yotpo’s products. This includes submitting a request, subscribing to SMS marketing, sending an SMS or email campaign, etc.
        • Third-party apps integrated with Yotpo

        These events will appear in a chronological view that shows which event occurred at which date and time.

        You can search for a customer using their email address or phone number. Once you choose a specific customer, you will see a menu that shows their order history and whether they have subscribed to SMS and/or email marketing, including the date when they subscribed.

        You can click on any event to see additional information.

        Available actions

        When viewing a specific customer’s timeline, you have the option to unsubscribe them from SMS messages and/or email marketing messages.

        Exporting data

        After filtering your customers, you can export the results as a CSV file for further analysis. Click the Export data button next to the search bar.

        You can also export data for an individual customer. Go to their timeline and click Export data in the top right corner. The data will immediately download to your browser.


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