Customer Intelligence

Understand your customers, spot risks early, and track business performance through conversation.

Overview

Omniops gives you a clear picture of who your customers are, how they behave, and where your business is heading. Ask a question, get an answer — no reports to build, no spreadsheets to wrestle with. Omni analyses your data from multiple angles, all accessible through a simple conversation.

Customer Segments

Omni groups your customers into segments based on their actual behaviour:

  • Champions — your best customers, buying often and spending well
  • Loyal — consistent buyers you can count on
  • At risk — previously active customers whose activity is dropping
  • About to churn (stopping buying from you) — customers showing clear signs of leaving

Segments update automatically as new orders and interactions come in. You don't need to define rules or build filters — Omni handles the analysis.

RFM Scoring

Behind the segments is RFM scoring — a straightforward model based on three things:

  • Recency — how recently a customer last bought
  • Frequency — how often they buy
  • Monetary — how much they spend

Each customer gets scored across all three, which determines their segment. It's a well-established approach used by retailers worldwide, and Omni applies it automatically to your data.

What this means for you: Omni automatically sorts your customers so you can see who deserves extra attention, who might need a nudge to come back, and who you're at risk of losing. Ask Omni to show any segment and suggest actions — like sending a discount to at-risk customers or thanking your most loyal ones.

Churn Risk

Knowing who might leave before they do gives you a chance to act:

  • "Who's at risk of churning?"
  • "How much lifetime value is at risk this month?"
  • "Which at-risk customers should I reach out to first?"

Omni flags customers whose buying patterns are changing — less frequent orders, smaller baskets, longer gaps between purchases. You'll see the estimated lifetime value at stake, so you can prioritise who to reach out to.

From Visitor to Customer

Track how visitors become customers:

  • Chat to cart — how many conversations lead to items being added
  • Cart to purchase — how many carts convert to completed orders
  • Timing — how long each stage takes on average

This helps you understand where people drop off and what's working well.

For example, if lots of people are chatting but few are buying, you know where to focus. Omni can suggest specific changes based on your numbers.

Revenue and Financial Analysis

Get a clear view of your business performance:

  • "What's my revenue forecast for next month?"
  • "Show me margins by product category"
  • "What's my cash flow looking like this week?"
  • "Compare this month's revenue to last month"

Omni analyses revenue trends, profit margins, and cash flow patterns. Forecasting uses your historical data to project forward, and Omni will flag when trends are moving in an unexpected direction.

Business Pulse

Stay on top of things without having to ask:

  • Daily summaries — key metrics from the previous day, delivered each morning
  • Weekly digests — trends, highlights, and anything that needs attention
  • Goal tracking — set targets and Omni tracks progress automatically

You can receive these through Omni chat, email, or both.

Real Scenarios

It's the first of the month. You ask "Who's at risk of churning?" and discover three clients who used to order weekly have gone quiet. You tell Omni to draft a personal email to each one offering 15% off their next order.

You're preparing a quarterly review. "What's my revenue trend over the last 6 months?" Omni shows you the trajectory and highlights the best-performing product categories.

A new marketing campaign just ended. "How did the spring promotion affect repeat purchases?" Omni compares pre-campaign and post-campaign buying patterns.

What You Can Ask

  • "Who are my best customers?"
  • "Who's at risk of churning?"
  • "What's my revenue forecast for next month?"
  • "Show me margins by product category"
  • "How are conversions trending this quarter?"
  • "Give me a business pulse for this week"
  • "What's my average order value compared to last month?"