Ecommerce CRM for online stores
A customer profile in Rabehni is not typed in by hand. It is built from the orders that come in on the customer's phone number, and its counters and segment update with every new order or status change.
What is an ecommerce CRM?
An ecommerce CRM gathers what you know about a customer from their orders. In Rabehni, each phone number has a profile with order count, spend, returns and last order, plus an automatic segment and a health score out of 100. Your team logs calls and follow-up dates, and the order page shows the customer's history before anyone confirms.
Customer profiles and purchase history
A profile from the first order
When an order arrives with a customer's phone number, Rabehni creates a profile or updates the existing one. Each later change in order status updates the profile with no data entry.
Customer counters
The profile holds order count, total spend, average order value, return rate and last order date. These come from your own account's orders only.
Purchase history on the order page
The order page gathers orders on the same number: delivered, failed, returned and canceled counts, the failure rate, recent orders and any still open. It also gives a risk level, and three failed orders mark a customer as critical.
Search and filters
Search by name or phone, then filter by segment, by customers flagged as problematic, or by last order date.
Customer segmentation
Segments come from how recent the last order is, how many orders there are and how much was spent. Nobody assigns them by hand.
Five automatic segments
Champions, loyal, new, at risk and lost. A customer with no order for about three months moves to lost. A segment change in the daily run is recorded with its date.
Customer health score
A score from 0 to 100, recalculated daily: recency 30%, frequency 20%, spend 20%, buying regularity 15%, and returns take off up to 15%. 70 and above is healthy, 40 to 69 is a warning and below 40 is critical.
Segments on your own conditions
Combine conditions on order count, spend, average order, returns, days since last order, segment or health score. All conditions must match, and the count refreshes daily or on request.
Shipping problems reach the profile
When a parcel is recorded as a ghost shipment dispute, the customer is flagged as problematic, gets a tag and loses 15 health points until the next daily recalculation.
Contact log and follow-ups
Calls, notes and follow-ups
An employee logs a call, note or follow-up against the customer with a subject and details, and sets the next follow-up date. On the customer page, employees see their own entries and the account owner sees all of them.
Follow-ups that are due
The CRM dashboard lists follow-ups that are due or late, with customer name, phone and employee, and one button closes each when it is done.
A message to one customer
From the profile, send a text message on WhatsApp if your account is connected through WATI, or an email if there is an address on file. Each attempt is logged with whether it went out. WhatsApp starts on the Growth plan.
CRM dashboard and report
The dashboard splits your customers across segments and health levels. The report, for 7, 30 or 90 days or a custom range, shows new customers, how many became lost, and the share who came back.
Limits you should know
No automation in the CRM sends messages to customers. The automation rules screen stores conditions only, and has no place to set an action.
The marketing campaign and win-back screens do not send messages. A win-back campaign only counts the customers it targets.
The WhatsApp message from a profile works with WATI only. On the Meta Cloud API the send fails, because free text is not allowed without an approved template.
SMS is not a channel you can set up for your store: there is no SMS provider setting on the merchant side.
Loyalty points are not earned from orders. You can set up loyalty tiers, but nothing adds points on its own.
Custom segments show a count, not the list of customers in them.
Each phone number is its own profile, and no screen merges two profiles for one customer with two numbers.
The order list inside a profile appears only when the profile is linked to a customer account. For a cash on delivery customer with no account, the history is on the order page.
Spend on a profile is for segmenting, not bookkeeping: it can include orders not delivered yet. Financial figures belong in the profit reports.
Questions about ecommerce CRM
Can an ecommerce CRM segment customers automatically?
Yes. Rabehni puts each customer in one of five segments: champions, loyal, new, at risk and lost, based on last order date, order count and spend. The segment updates with each order and in a daily run. You can also build segments on your own conditions and see their counts.
Can I see a customer's purchase history?
Yes. The Rabehni order page gathers orders on the same phone number within your account: delivered, failed, returned and canceled counts, the failure rate and recent orders. The profile adds order count, spend, average order and returns. The order list inside a profile needs a profile linked to a customer account.
Does it have customer automations?
Partly. Rabehni creates profiles on its own, recalculates segments and health scores daily, and flags a customer involved in a ghost shipment dispute. No automation in the CRM sends messages, though, and the rules screen stores conditions without actions.
Can I send WhatsApp messages to a customer from the CRM?
One message to one customer, from their profile, if your account is connected through WATI on Growth or higher. On the Meta Cloud API the send fails because it is free text. Each attempt is logged either way. The campaign screen in the CRM does not send bulk messages.
Does it send SMS to customers?
No, not as a channel you can set up for your store. There is no SMS provider setting on the merchant side, so do not rely on it. The channels available from a profile are WhatsApp through WATI and email.
How is the customer health score calculated?
In Rabehni the score runs from 0 to 100 and is recalculated daily: last order recency 30%, frequency 20%, spend 20%, buying regularity 15%, and returns take off up to 15%. 70 and above is healthy, 40 to 69 is a warning and below 40 is critical.
Does it include a loyalty program?
Not as a program that runs on its own. Rabehni has a screen for loyalty tiers, but orders do not add points to a customer. If loyalty is central for you, do not rely on this module for it today.
Which plan includes the CRM?
The CRM screens in Rabehni are not tied to a plan feature, and staff access follows role permissions. WhatsApp is what depends on the plan, starting on Growth. The Starter limit of one carrier and one store affects which orders come in, not the screens.
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