Welcome to Channel Talk
We’re excited to walk this journey with you.
We’ve heard countless business owners ask:“What should I do to succeed?”“Is it the right time to grow?”“Something’s missing — what should I focus on?”
Because growing with our customers matters most, we’ve thought deeply about these questions.And one clear answer stood out: loyal customers.
From turning visitors into your customers, to growing repeat buyers —Channel Talk helps you do it faster, with less effort.
To build loyalty, it starts with knowing who your customers are.Understand what they’re trying to tell you — and be ready to act on it.
When your customers are your priority, success follows.
Don’t miss a single customer — unify all your inquiry channels into one solution for easy management.
This way, you can truly engage with your customers.Instead of one-way communication where you can’t interact, have real conversations and listen to what your customers are saying.
Let your customers know they can easily reach you.Reassure those who used to wait that waiting is no longer necessary.
With just one well-crafted message, you can win your customers’ trust and attention.
The feature to proactively send messages to customers is available through our marketing add-on service.
Enter your desired message.
You can choose between a bubble displayed at the bottom as a chat bubble or a full-screen message.
Set your target audience to “All.” If you want to target a specific segment, click and select [Import Segment].
Select “Page View” as the start event.
If you set the delay to [immediate], the message will appear right when the visitor lands on your site.
To make the campaign message appear repeatedly, turn on [Repetition] in the Operation setting. If this is not enabled, the message will only show once.
For more detailed instructions and to create various campaigns, click the link below.
Each SMS sent incurs a Post Unit (PU) charge per message.You can check your SMS usage and charges at:
[Channel Settings] → [Billing] → [External post log] → [SMS]
When subscribing to a paid plan, you can prepay PU charges here:
[Channel Settings] → [Billing] → [Prepaid Usage] → [Usage for integrations] → [SMS](→ Learn more about SMS Prepaid Usage)
Enter your desired message.You can preview the content on the right side of the screen.
By default, the target audience is set to customers for whom a mobile number exists.If you want to add specific segments, click [Import Segment] or press [+ AND] to refine your criteria.
If your message contains promotional content, be sure to check the “Advertising Message” box.This will include the “(Ad)” label at the beginning and an opt-out link in the message.
For more details about one-time messages, click the link below. (→ View One-Time Message Guide)
What are your customers curious about?
What issues do they complain about the most?
What do they like?
If you’ve gathered your customers on Channel Talk, you can track their journey.
When support volume increases after unifying channels, it’s impossible to remember every chat detail.
Use chat tags to categorize incoming conversations.
Tagged chats can then be easily reviewed in your support reports at a glance.
Go to [Inbox] → [Chat Tags] → Click [Create a Chat Tag] to add new tags.
Or apply existing tags via [Inbox] → [Chat Details] → [Chat Tags] → [Apply].
If you want to learn more about using chat tags, click the link below.(→ View Chat Tags Guide)
You can view statistics for the chats in the [Operations] → [Analytics (by chat)] menu.
In the chat tag section, you can see which tags were applied during the selected period.For hierarchical tags like “Payment / Cancellation Inquiry,” click the > button next to “Payment” to view the counts for its sub-tags.
Once you’ve identified your customers, it’s important to understand who they really are.
Knowing your customers helps reduce trial and error.
Meet your customers and create a clear definition of your loyal base.
Use surveys, interviews, lunch meetings, or other ways to connect and learn more about them.
(→ Create Satisfaction Surveys with workflow receipe)
Once you understand your customers, categorize them based on those insights. At Channel Talk, we call this customer segments.
Rather than giving every customer the same experience, loyal customers expect to be treated as VIPs.Segment your customers based on criteria like average purchase value to tailor their experience accordingly.
In [Contacts], click [Advanced Filter] to search using your desired criteria.
Once you’ve set all the conditions, click [Save Segment] — it will be added on the right side.
A segment doesn’t save a list of customers, but rather the filtering criteria.Because of this, the customers included in the same segment may change from one week to the next.
Now, help your customers like you more — and help your loyal customers like you even more.
The most important point is to improve your service quality.
This is the best way to treat loyal customers like loyal customers.
Provide immediate support through a dedicated hotline for your loyal customers, while setting ALF to handle frequently asked questions first for new customers, who are many in number but have a lower average purchase value.
In [Workflow] → [+ Create Workflow], select a recipe that fits your support goals and start setting it up with just one click.
There are separate recipes for chat and call support, and a variety of templates are available for each stage of the support process.
The content applied in the recipes is for example purposes only.Please customize automated messages, tags, and other settings to fit your service needs.
Loyal customers tend to want to know more about the places they love, want to know faster, and want to feel closer.
Notify your loyal customers quickly to provide a great experience.
Many successful customer growth stories have come from this—give it a try!
Encourage your loyal customers to visit often.
The more frequently they visit your site, the higher the chance they become true loyal customers.
Use automated campaigns to increase customer visit frequency.
Set up all areas that can be automated in operations, and spend the saved time nurturing your loyal customers.
Before you know it, you’ll see your business grow rapidly.
This campaign is available for sites operated through site builder services that provide the “Checkout Completed” event,
or for self-developed sites where the “Checkout Completed” event has been set up.
Set the target audience to [Member] is true.
Choose “Checkout Completed” as the start event.
Set the delay time to 30 days.
With this setup, the message you enter will automatically be sent to customers 30 days after their purchase.
If you add the filter [Checkout Complete] is not met in the Additional event filter,you can target customers who have not made another purchase within 30 days after their initial purchase.
Engage customers who spend a long time on a product page or browse multiple pages by initiating a conversation first to encourage conversation.
For more details about the campaign, click the link below.(→ View Campaign Guide, Marketing Receipes)
In business, it’s so important to know who our customers are and understand what makes them unique. To make our customers love us—and turn regulars into loyal fans—we need to stay in touch and have lots of conversations with them.
We’re rooting for you and hope every customer becomes a regular.Channel Talk is cheering you on as you grow your loyal customer base