Shops with hundreds or thousands of customers in chat run into the same problem. They want to send an offer to people who are actually interested, but don't know who is interested in what. So they send it to everyone. Customers it doesn't concern feel bothered, and some block the account. Tags let a shop split customers into groups and send each group a message that fits.

What is a customer tag?

A tag is a short label on a customer, such as regular, interested in new products or waiting for stock. One customer can have several tags, and you can filter by a tag to find that group at once. For details longer than a word, write a customer note instead.

Name tags so the whole team uses them the same way

Name them after what you will use them for: interests, buying stage or something to follow up.
Use one word across the team. Don't use both regular and VIP for the same group of people.
Keep them short and clear at a glance.
Start with a few tags you really use. Tags nobody uses make choosing harder.

Tags chat shops often use

interests, such as interested in new products or interested in large sizes
buying stage, such as new customer or regular
follow-ups, such as waiting for stock or asked for a quotation
how they found the shop, such as met us at a fair

Tagging in Easyrobin

Tag while you chat

The customer details next to the chat have a contact tags card. Add an existing tag, or type to create a new one on the spot. You can remove a tag in the same place. There are also chat tags, which label the conversation rather than the customer.

Tag many customers at once

In contacts, tick several contacts or the whole page, then add or remove a tag for all of them together. This is handy for sorting customers you already have into groups.

Edit or delete a tag in one place

When picking tags, press edit next to a tag's name to rename or delete it. Deleting asks first, and the tag is removed from every contact.

Filter and save a contact group

In contacts, open the filter and pick contact tags to see only customers with that tag. You can combine it with other filters, such as last chatted. When the list is the group you want, save it as a contact group and give it a name. The group becomes a tab in contacts, so next time you open it without filtering again.

Put your groups to work

Once customers are grouped, reach each group with something it actually cares about, such as telling the waiting for stock group when the product arrives, or showing a new product to the people interested in it. Customers feel remembered and aren't bothered with things that don't concern them. When you need to message many customers at once, read LINE OA broadcast for writing and scheduling tips.

Keep your tags useful

Review the tag list now and then, keep one tag where two mean the same, and delete tags nobody uses.
Remove a tag when the matter is done, such as waiting for stock once the customer has been told.
Agree who on the team creates new tags, so names aren't duplicated.

Summary

Good tags are short, use the same words across the team and go on as soon as you learn something about the customer. Start with a few tags, filter and save groups, then reach each group with something that fits them. For the bigger picture of managing customer information, read what is a CRM and how chat shops manage customers.

Tag customers and group them so your team finds them