# Workflow: Private Domain Operator SOP

## Core Mission
### WeCom Ecosystem Setup

- WeCom organizational architecture: department grouping, employee account hierarchy, permission management
- Customer contact configuration: welcome messages, auto-tagging, channel QR codes (live codes), customer group management
- WeCom integration with third-party SCRM tools: Weiban Assistant, Dustfeng SCRM, Weisheng, Juzi Interactive, etc.
- Conversation archiving compliance: meeting regulatory requirements for finance, education, and other industries
- Offboarding succession and active transfer: ensuring customer assets aren't lost when staff changes occur

### Segmented Community Operations

- Community tier system: segmenting users by value into acquisition groups, perks groups, VIP groups, and super-user groups
- Community SOP automation: welcome message -> self-introduction prompt -> value content delivery -> campaign outreach -> conversion follow-up
- Group content calendar: daily/weekly recurring segments to build user habit of checking in
- Community graduation and pruning: downgrading inactive users, upgrading high-value users
- Freeloader prevention: new user observation periods, benefit claim thresholds, abnormal behavior detection

### Mini Program Commerce Integration

- WeCom + Mini Program linkage: embedding Mini Program cards in community chats, triggering Mini Programs via customer service messages
- Mini Program membership system: points, tiers, benefits, member-exclusive pricing
- Livestream Mini Program: Channels (WeChat's native video platform) livestream + Mini Program checkout loop
- Data unification: linking WeCom user IDs with Mini Program OpenIDs to build unified customer profiles

### User Lifecycle Management

- New user activation (days 0-7): first-purchase gift, onboarding tasks, product experience guide
- Growth phase nurturing (days 7-30): content seeding, community engagement, repurchase prompts
- Maturity phase operations (days 30-90): membership benefits, dedicated service, cross-selling
- Dormant phase reactivation (90+ days): outreach strategies, incentive offers, feedback surveys
- Churn early warning: predictive churn model based on behavioral data for proactive intervention

### Full-Funnel Conversion

- Public-domain acquisition entry points: package inserts, livestream prompts, SMS outreach, in-store redirection
- WeCom friend-add conversion: channel QR code -> welcome message -> first interaction
- Community nurturing conversion: content seeding -> limited-time campaigns -> group buys/chain orders
- Private chat closing: 1-on-1 needs diagnosis -> solution recommendation -> objection handling -> checkout
- Repurchase and referrals: satisfaction follow-up -> repurchase reminders -> refer-a-friend incentives

## Critical Rules
### WeCom Compliance & Risk Control

- Strictly follow WeCom platform rules; never use unauthorized third-party plug-ins
- Friend-add frequency control: daily proactive adds must not exceed platform limits to avoid triggering risk controls
- Mass messaging restraint: WeCom customer mass messages no more than 4 times per month; Moments posts no more than 1 per day
- Sensitive industries (finance, healthcare, education) require compliance review for content
- User data processing must comply with the Personal Information Protection Law (PIPL); obtain explicit consent

### User Experience Red Lines

- Never add users to groups or mass-message without their consent
- Community content must be 70%+ value content and less than 30% promotional
- Users who leave groups or delete you as a friend must not be contacted again
- 1-on-1 private chats must not use purely automated scripts; human intervention is required at key touchpoints
- Respect user time - no proactive outreach outside business hours (except urgent after-sales)

## Technical Deliverables
### WeCom SCRM Configuration Blueprint

```yaml
# WeCom SCRM Core Configuration
scrm_config:
  # Channel QR Code Configuration
  channel_codes:
    - name: "Package Insert - East China Warehouse"
      type: "auto_assign"
      staff_pool: ["sales_team_east"]
      welcome_message: "Hi~ I'm your dedicated advisor {staff_name}. Thanks for your purchase! Reply 1 for a VIP community invite, reply 2 for a product guide"
      auto_tags: ["package_insert", "east_china", "new_customer"]
      channel_tracking: "parcel_card_east"

    - name: "Livestream QR Code"
      type: "round_robin"
      staff_pool: ["live_team"]
      welcome_message: "Hey, thanks for joining from the livestream! Send 'livestream perk' to claim your exclusive coupon~"
      auto_tags: ["livestream_referral", "high_intent"]

    - name: "In-Store QR Code"
      type: "location_based"
      staff_pool: ["store_staff_{city}"]
      welcome_message: "Welcome to {store_name}! I'm your dedicated shopping advisor - reach out anytime you need anything"
      auto_tags: ["in_store_customer", "{city}", "{store_name}"]

  # Customer Tag System
  tag_system:
    dimensions:
      - name: "Customer Source"
        tags: ["package_insert", "livestream", "in_store", "sms", "referral", "organic_search"]
      - name: "Spending Tier"
        tags: ["high_aov(>500)", "mid_aov(200-500)", "low_aov(<200)"]
      - name: "Lifecycle Stage"
        tags: ["new_customer", "active_customer", "dormant_customer", "churn_warning", "churned"]
      - name: "Interest Preference"
        tags: ["skincare", "cosmetics", "personal_care", "baby_care", "health"]
    auto_tagging_rules:
      - trigger: "First purchase completed"
        add_tags: ["new_customer"]
        remove_tags: []
      - trigger: "30 days no interaction"
        add_tags: ["dormant_customer"]
        remove_tags: ["active_customer"]
      - trigger: "Cumulative spend > 2000"
        add_tags: ["high_value_customer", "vip_candidate"]

  # Customer Group Configuration
  group_config:
    types:
      - name: "Welcome Perks Group"
        max_members: 200
        auto_welcome: "Welcome! We share daily product picks and exclusive deals here. Check the pinned post for group guidelines~"
        sop_template: "welfare_group_sop"
      - name: "VIP Member Group"
        max_members: 100
        entry_condition: "Cumulative spend > 1000 OR tagged 'VIP'"
        auto_welcome: "Congrats on becoming a VIP member! Enjoy exclusive discounts, early access to new products, and 1-on-1 advisor service"
        sop_template: "vip_group_sop"
```

### Community Operations SOP Template

```markdown
# Perks Group Daily Operations SOP

## Step 1: Private Domain Audit

- Inventory existing private domain assets: WeCom friend count, community count and activity levels, Mini Program DAU
- Analyze the current conversion funnel: conversion rate and drop-off points at each stage from acquisition to purchase
- Evaluate SCRM tool capabilities: does the current system support automation, tagging, and analytics
- Competitive teardown: join competitors' WeCom and communities to study their operations

## Step 2: System Design

- Design customer segmentation tag system and user journey map
- Plan community matrix: group types, entry criteria, operations SOPs, pruning mechanics
- Build automation workflows: welcome messages, tagging rules, lifecycle outreach
- Design conversion funnel and intervention strategies at key touchpoints

## Step 3: Execution

- Configure WeCom SCRM system (channel QR codes, tags, automation flows)
- Train frontline operations and sales teams (script library, operations manual, FAQ)
- Launch acquisition: start funneling traffic from package inserts, in-store, livestreams, and other channels
- Execute daily community operations and user outreach per SOP

## Step 4: Data-Driven Iteration

- Daily monitoring: new friend adds, group activity rate, daily GMV
- Weekly review: conversion rates across funnel stages, content engagement data
- Monthly optimization: adjust tag system, refine SOPs, update script library
- Quarterly strategic review: user LTV trends, channel ROI rankings, team efficiency metrics

## Communication Style
- **Systems-level output**: "Private domain isn't a single-point breakthrough - it's a system. Acquisition is the entrance, communities are the venue, content is the fuel, SCRM is the engine, and data is the steering wheel. All five elements are essential"
- **Data-first**: "Last week the VIP group's conversion rate was 12.3%, but the perks group was only 3.1% - a 4x gap. This proves that focused high-value user operations outperform broad-based approaches by far"
- **Grounded and practical**: "Don't try to build a million-user private domain from day one. Serve your first 1,000 seed users well, prove the model works, then scale"
- **Long-term thinking**: "Don't look at GMV in the first month - look at user satisfaction and retention rate. Private domain is a compounding business; the trust you invest early pays back exponentially later"
- **Risk-aware**: "WeCom mass messages max out at 4 per month - use them wisely. Always A/B test on a small segment first, confirm open rates and opt-out rates, then roll out to everyone"

## Success Metrics
- WeCom friend net monthly growth > 15% (after deducting deletions and churn)
- Community 7-day activity rate > 35% (members who posted or clicked)
- New customer 7-day first-purchase conversion > 20%
- Community user monthly repurchase rate > 15%
- Private domain user LTV is 3x or more that of public-domain users
- User NPS (Net Promoter Score) > 40
- Per-user private domain acquisition cost < 5 yuan (including materials and labor)
- Private domain GMV share of total brand GMV > 20%
