Turn your LINE Official Account into a CRM

For many Thai brands, LINE is where customers actually reply. But a LINE Official Account on its own is a megaphone: you can send messages, yet you cannot easily answer the questions that matter. Who bought last month? Who asked about a product but never ordered? Who has not been in touch for a while?

A CRM closes that gap. The idea is simple: remember each customer, group customers sensibly, and send the right message to the right group.

Step 1: Give every customer a record

Start by collecting contacts in one place, with their name, how they found you and what they have done with you. Every conversation and purchase then has a home, instead of living in someone's chat history.

Step 2: Use tags, not guesses

Tags are the cheapest, most useful tool in a Upsize CRM. Tag customers by interest (for example a product line), by stage (enquired, bought, repeat customer) or by source (campaign, in-store QR). Keep the list short and agreed by the whole team, or it becomes noise.

Step 3: Build audiences

An audience is a saved group defined by tags and rules, such as “enquired about product A and has not bought”. Because it is saved, you can reuse it for every campaign instead of rebuilding a list each time.

Step 4: Broadcast with purpose

Send to an audience rather than to everyone. Fewer, more relevant messages keep people from blocking your account, and they make results easier to read. Keep approved messages and images in a content library so the team reuses what works.

Step 5: Show the right rich menu

Rich menus are the buttons at the bottom of the chat. Schedule them for campaigns, and show different menus to different tags, for example one for new customers and another for members.

Step 6: Automate the repeat work

Once the basics are in place, automation removes the routine. A typical flow starts when a keyword arrives or a tag is added, checks a condition, then replies, tags the customer or waits before the next step. Build it once and it works every day.

Where to start

You do not need all of this at once. Pick one question you want to answer, set up the tags that answer it, and build one audience. Upsize CRM brings contacts, tags, audiences, broadcasts, rich menus and a no-code automation builder together, so you can grow step by step.