Primary Use Case: Customer Group Operations & Profiling

Background Overview

Effective group operations require not just creating groups but also understanding member composition and behavior. Without systematic profiling, operations lack personalization and influence. This primary use case describes how to efficiently build groups, gather member information, manage interactions, and retain operational capabilities during staff changes.

Goals & Value

• Efficient Group Creation: Quickly establish groups and define member access channels.
• Real-time Profiling: Automatically tag group member behaviors and build profiles.
• Engagement Management: Track group activity and identify key members.
• Management Transfer: Seamlessly transfer group management during staff changes.

Participating Roles

• Community Operations: Create and manage groups, analyze member data.
• Group Owners: Lead groups, engage members, handle daily operations.
• Sales/Customer Service: Access group data to assist customer service.
• Data Team: Build tagging models and analysis tools.
• IT Team: Provide group management tools and data security.

Primary Scenario User Story

As a community operations manager, I want to create customer groups with automated member profiling, so that I can implement targeted operations strategies.

Sub-scenario Details

Sub-scenario A: Group Creation & Member Onboarding

• Roles & Triggers: Need to establish a new customer group.
• Main Process:
  1. Create group in WeCom, set group rules and joining channels.
  2. Guide customers to join via QR codes, live codes, or invitations.
  3. System automatically records member identity and join channel.
  4. Send welcome messages and guide new members through onboarding.
• Success Criteria: Smooth joining process; clear member sources; complete data capture.
• Exceptions & Risk Control: Verify QR code validity; prevent duplicate entries; record join failures.
• Metric Suggestions: Join rate, retention rate, channel attribution accuracy.

Sub-scenario B: Real-time Member Profiling

• Roles & Triggers: Need to understand group member characteristics.
• Main Process:
  1. Tag member behaviors in real-time (messages, clicks, purchases).
  2. Analyze member value and activity levels.
  3. Identify potential customers and key accounts.
  4. Generate member portraits and segment groups.
• Success Criteria: Accurate tagging; comprehensive profiles; actionable insights.
• Exceptions & Risk Control: Sensitive behavior protection; avoid over-tagging; regular tag cleanup.
• Metric Suggestions: Tag coverage, profile accuracy, segmentation effectiveness.

Sub-scenario C: Interaction Monitoring & Management

• Roles & Triggers: Need to maintain group engagement.
• Main Process:
  1. Monitor group activity levels and member participation.
  2. Identify and engage key opinion leaders.
  3. Manage problematic members and maintain group order.
  4. Push operational reminders and content suggestions.
• Success Criteria: Active engagement; healthy interactions; effective management.
• Exceptions & Risk Control: Handle spam and violations; protect member privacy; escalate serious issues.
• Metric Suggestions: Activity rate, engagement depth, retention rate.

Sub-scenario D: Management Transfer & Data Retention

• Roles & Triggers: Group owner changes or transfers.
• Main Process:
  1. Detect management changes through HR system.
  2. Automatically transfer group management permissions.
  3. Retain chat records and member data.
  4. Generate transition reports and handover documents.
• Success Criteria: Seamless transfer; complete data retention; smooth transition.
• Exceptions & Risk Control: Verify transfer authorization; backup critical data; handle permission conflicts.
• Metric Suggestions: Transfer success rate, data completeness, transition time.

Scenario-level Test Case Examples

Test Preparation: Prepare group management tools, tagging systems, member databases, and transfer workflows.

Test Case A-1: Group Creation & Member Onboarding (Positive)

• Prerequisites: QR code for group joining is active.
• Steps:
  1. Customer scans QR code and joins group.
  2. View member data and join channel.
• Expected Results:
  • Member successfully joins with complete identity captured.
  • System records join channel and sends welcome message.
  • Member appears in group management dashboard.

Test Case B-1: Group Owner Transfer (Negative)

• Prerequisites: Group owner indicates departure.
• Steps:
  1. System detects management change.
  2. Execute transfer process.
• Expected Results:
  • Management permissions transferred to successor.
  • All chat records and member data retained.
  • Transition report generated with member statistics.

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