Web TrackingSee what visitors do on your site
- Viewed Basic tee
- Clicked Add to cart
- Stayed 2 min 14 s
- Zalo QR sign-in Anonymous
Nguyễn Ngọc Lan
Understand
One profile per customer. One funnel for the whole business.
Customer 360 merges orders, Zalo conversations, Mini App and website activity into a single profile — then shows where each customer sits in a six-stage journey and where you are losing the most people.
Key benefits
Your biggest leak, surfaced
The platform flags the stage with the highest drop-off rate — where your next journey should aim.
Segments that maintain themselves
Save the rule, not the list: customers enter when they qualify and leave when they don’t.
Compare channels with data
Filter the journey by utm_source to see which channel brings customers who actually buy.
Capabilities
Everything inside Customer 360 & Segments
Customer health metrics
Total and active customers, engagement and repeat-purchase rate versus the previous period — plus conversion with order value and the revenue one extra point would bring.
Benchmarked against the market
Weekly conversion plotted against the median and the leading group — so you know where you stand instead of guessing.
A six-stage journey map
Awareness → Interest → Consideration → Decision, then two parallel branches, Service and Loyalty; each stage shows who remains and a grey band shows who left — plus an alert for customers lost right after Awareness, with a one-click journey.
Reachability & churn risk
How many customers you can actually reach by phone, email or Zalo OA; profile completeness; carts abandoned in 7 or 30 days and customers silent for 90+ days.
Behaviour & sources
Activity-hour heatmaps, products of interest, returning versus new customers, first-touch sources and the Mini App checkout funnel.
Dynamic segments & ad audiences
Define a segment once, use it to trigger journeys, or push it to ad accounts to retarget, build lookalikes and exclude existing buyers.
6customer journey stages
3churn-risk levels tracked out of the box
1single profile per customer
Watch the data flow
From one page view to a profile and a segment
An anonymous visitor browses, clicks and signs in with a Zalo QR — the 360 profile identifies them, adds store and Zalo data, and they land in the right segment for journeys and ads.
Customer 360Touchpoints in one profile
Nguyễn Ngọc Lan Identified at 10:42 via Zalo QR
45Points
1Orders
₫450KSpend
Reachable on
Zalo OAMini AppFacebookSMSEmail
- Website · viewed Basic tee
- Sapo · first order, ₫450,000, District 1
- Zalo OA · opened an offer
- Game · won a voucher
Stage: Decision
SegmentGroups that maintain themselves
Into tops, no reorder in 30 days
- Viewed Tops ≥ 2 times in 7 days
- ANDNo order in 30 days
- ANDReachable via Zalo OA or SMS
1,284 customers in the segment · live
+1,279 Lan just joined · 10:42
Use it for
Automation Meta Ads Google Ads TikTok Ads
How it works
4 steps to get going
-
1
Data flows in
From connectors, Mini App, Zalo OA, website and files.
-
2
Profiles merge
Every event attaches to one customer.
-
3
Read the funnel
Find the bottleneck, compare channels, watch the trend.
-
4
Segment & act
Attach the segment to a journey or push it to ads.
Sample playbooks
Put it to work with ready-made playbooks
Win back lapsed customers
Bring back customers at risk of churning.
Keep the logic in the segment: change 90 to 60 days once and every journey follows.
- Trigger Enters “90 days inactive”
- Action Higher-value voucher
- Action Send “We miss you”
Welcome new customers
A great first impression — and a first order.
Waiting an hour means customers who buy anyway don’t need the voucher — saving offer cost.
- Trigger New customer
- Delay Wait 1 hour
- Condition No order yet?
- Action Issue 10% voucher
- Action Send Zalo message with code
FAQ
Frequently asked questions
How is a segment different from a spreadsheet list?
A list is stale the moment you export it. A segment stores the rule, so it is always current — and it can trigger journeys.
How do I read the journey map?
Each stage shows how many customers remain, relative to Awareness; the grey band shows who left, relative to the stage before. An alert shows customers lost right after Awareness, and the stage with the highest drop-off rate is flagged as the bottleneck in its detail view.
Can a small segment be used for ads?
Ad platforms usually need a few hundred to a thousand people, and match rates never reach 100%.
Ready to own your customer relationships?
Spend 30 minutes with a CNV specialist: see the platform on sample data for your industry and leave with a 7-day rollout plan.