After customers change their commonly used chat software, how to use multi-platform detection to supplement new contact portals?

Customers used to be inIf WhatsApp replies and then the message remains silent for a long time, it does not necessarily mean that the customer has been lost. It's possible that the number is still normal, but the other party has changed the usual chat software to Telegram, LINE, Viber or other platforms.

according toAccording to the global digital report released by DataReportal, social media users use an average of nearly 7 platforms per month. It is common for users to have multiple social accounts at the same time. What really changes is often not the contact information, but the daily usage habits.

In this case, you can use Digital Planet to conduct multi-platform detection to confirm which social software is currently activated by the same number, and then combine the active status, original customer relationship and contact authorization to supplement new communication portals.

First make sure the number itself is still valid

Changing chat software and changing mobile phone numbers are two different situations.

If customers just use lessFor WhatsApp, the original mobile phone number may still be valid, or other chat software may have been activated. If the number has been canceled, stopped or reassigned, even if the account is detected on other platforms, it cannot be directly identified as the original customer.

Therefore, before multi-platform detection, you can first check the empty number and number-related status through Digital Planet. The number is still valid, please continue testing.WhatsApp, Telegram, LINE and other platforms; if the number has expired, it is not suitable to continue to rely on this number to find new contact points.

For historical numbers that have been stored for a long time, they must be reviewed based on the time when the number was obtained, the time of last communication and the customer's identity information. Digital Planet can determine the current status of the number and platform, but it cannot prove that the account is still the original customer based on the number alone.

Don't becauseIf WhatsApp is inactive, delete it directly

There can be many reasons for WhatsApp being inactive for a long time. The customer may have turned off online status, may only use it during work hours, or may have moved the main chat to Telegram or LINE.

If you directlyDeleting an inactive WhatsApp number may also result in the loss of other contact entries that are still available.

A more reasonable way is to retain the original number and customer source, and then conduct multi-platform testing through Digital Planet. First check if the number is still openWhatsApp, and then check whether Telegram, LINE, Viber and other platforms related to the current market and business are activated.

There is no need to test all social software here. The platform should be selected based on the customer’s region, past usage habits, and business scenarios. Too many detection platforms will not only increase the processing volume, but also generate a lot of status information that is temporarily unused.

New entries should be sorted according to activity

Detecting that a customer has opened multiple chat software at the same time does not mean that these platforms are suitable for contact.

For example, the same number is displayed as subscribedWhatsApp, Telegram and LINE, but WhatsApp has not been used for a long time, Telegram has been active recently, and LINE can only confirm activation. At this time, Telegram can be used as the priority review entrance, LINE can be used as a backup, and WhatsApp can continue to retain historical communication records.

Digital Planet’s multi-platform detection value goes beyond helping to view"Several platforms have been opened." What is more important is to combine the platform opening status with the active status. By just looking at the activations, it is easy to find accounts that have been registered but rarely used; after adding the active dimension, it is possible to determine which entrance is closer to the customer's current usage habits.

Generally, it can be judged in the following order:

Platforms that still have recent communication records are given priority; platforms that have no historical records but have been active recently are second; platforms that can only confirm activation and cannot judge recent usage are placed last; platforms with abnormal or risky status are suspended first.

This order is not a fixed rule. If a customer has explicitly designated a platform to receive after-sales information, even if another platform is more active, the customer's original choice should be respected first.

Supplementary portals do not mean directly sending marketing messages across platforms

This is the most easily overlooked point in multi-platform detection.

The customer has agreed toReceiving order notifications on WhatsApp does not mean that he also agrees to receive marketing content on Telegram or LINE. Even if Digital Planet detects that these platforms have been opened, it cannot automatically expand the original authorization scope to all platforms.

The new platform entrance is more suitable for identity confirmation or service connection first, and the first message should be as short as possible, and do not directly bring out sensitive information such as order amount, delivery address, consumption record, etc.

For example, you can first explain the brand identity and the original communication relationship, and then ask the other party if they are willing to switch to the current platform to continue receiving relevant information. After the other party confirms their identity and agrees, update their common contact information.

If you cannot confirm the identity of the other party, do not continue to quote historical customer information, and do not send repeated messages because the account has been active recently.

Don’t throw away the original chat history

After a customer switches to a commonly used platform, the communication records on the old platform are still valuable. It can help confirm what customers have consulted before, whether there are any outstanding after-sales questions, and what type of information the customer has agreed to receive.

After finding a new platform entrance through Digital Planet, do not overwrite the old platform directly. A more practical approach is to retain the original commonly used platforms, newly detected platforms, the most recent interaction time and the identity confirmation status at the same time.

For example, a customer originallyWhatsApp consulted and later detected that Telegram had been more active recently. At this point you can record:

The original commonly used platform isWhatsApp; currently available portals include WhatsApp and Telegram; Telegram has been more active recently; the identity has not been reconfirmed.

After completing the confirmation, pleaseTelegram is updated as the current priority entrance, and WhatsApp remains as the historical entrance. In this way, we can clearly see why the customer's contact information has changed, and it will also make it easier for subsequent personnel to continue processing.

Multi-platform testing is suitable for completion in two rounds

first round solution"Which platforms can I find this number on?"

You can use Digital Planet to check whether the number is activatedRelated platforms such as WhatsApp, Telegram, LINE, etc. will exclude completely unopened entrances. This round mainly depends on platform coverage.

Second round of settlement"Which platform is more worthy of contacting first?"

Among the platforms that have been opened, they are sorted based on recent activity, account risk, historical communication and customer authorization. This is more practical than putting all activation platforms at the same level.

hypothesisAmong the 1,000 historical customer numbers, 600 were originally contacted through WhatsApp. After a review by Digital Planet, some numbers are still active on WhatsApp, some are more active on Telegram, and some have expired.

What ultimately needs attention is not"How many accounts were found", but how many customers have new entrances that can be confirmed, can continue to be used, and meet the scope of authorization.

Which customers are suitable for priority replenishment?

Customers who have recently placed orders, consultations or after-sales records but have not responded to the original chat software for a long time can be reviewed first. This type of customer has a closer relationship with the business and is more likely to complete identity verification through other information.

Secondly, there are customers who have explicitly agreed to receive service notifications, but the frequency of use of the original platform has dropped. You can check the activation and activity status of your number on other related platforms through Digital Planet, and then invite customers to choose a new receiving entrance.

Numbers that have not been interacted with for a long time, whose origin is unclear or whose identity cannot be confirmed, are not suitable for entering the marketing process directly even if they are detected to be active on multiple platforms. The large number of platforms can only show that users use social software, but it does not prove that they still need the original products or services.

Turn test results into data that can be continuously updated

Customers' favorite chat software is not permanent. Often used todayTelegram, and in a few months may move to WhatsApp or other platforms. Therefore, multi-platform detection should not be done just once.

After completing the test through Digital Planet, the test date, platform activation status, activity status and identity confirmation time can be retained. If the customer loses contact for a long time again in the future, you can recheck based on the latest status instead of relying on what was recorded a few years ago."Commonly used platforms".

Digital Planet is suitable for confirming whether the number is currently valid, which social software is activated, and whether there are current signs of use on different platforms. The company's original customer information is used to determine the number source, historical relationship and contact authorization. Only by combining the two parts can we find a new entrance that is both usable and suitable for continued communication.

Customers fromAfter WhatsApp switches to Telegram, LINE or other chat software, the contact information may not have become invalid, but the usage habits may have changed. First use Digital Planet to confirm the number status, then complete multi-platform activation and activity detection, and finally select the entrance based on identity and authorization, so that subsequent communications can be reconnected without losing the historical relationship.

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