PangoCDP customer story
Couple TX: make vouchers and feedback part of a continuing customer relationship.
Couple TX connected offers, a digital voucher wallet and customer feedback with PangoCDP, giving its retail teams a more useful way to communicate and respond between purchases.
About the client
A Vietnamese fashion chain with a national customer community
Couple TX is a Vietnamese fashion brand serving young adults, couples and families. Zalo’s October 2025 account describes more than 50 stores nationwide.
Its customer programmes connect digital vouchers, personalised communication and feedback, giving the retail team a continuing relationship between purchases.
Client context: Zalo Mini App for Business · Couple TX, October 2025. Company figures describe the client’s business; the project scope is set out below.
The customer opportunity
Make the response useful to the team that receives it.
A customer answering a campaign survey and a customer reporting a poor shopping experience need different follow-up. The information becomes useful when it reaches the right next step.
Couple TX’s PangoCDP examples address both situations: an invitation to visit a new store and a service response after purchase. Each has its own purpose and journey.
The store-opening campaign
Combine an offer with a question the business needs to answer.
For a new store in Thu Duc, the campaign invited customers to complete a form about how they had heard of the store, with a voucher as the benefit. The published English account describes an SMS invitation linking to Pango Form and the Zalo customer channel.
Reports covered form activity and channel follows, giving the campaign team a view of the response to the invitation.
- Invite
- Send the campaign invitation with a link to the form.
- Learn
- Collect the customer’s response about the store discovery route.
- Reward
- Provide the offer associated with completing the interaction.
The separate customer-care example
Let a low rating reach the people who can respond.
A separate PangoCDP publication describes post-purchase satisfaction surveys. Feedback below three stars was sent to customer service and relevant departments for follow-up.
The account describes a 24-hour handling target for that programme. The important customer-platform function is the handover: the feedback becomes a service task with a team responsible for responding.
The 24-hour target belongs to the described Couple TX programme; it is separate from a product support commitment.
The continuing customer channel
A voucher wallet customers could return to.
Customers could follow a message or scan a store QR code to open Couple TX’s Zalo voucher wallet, receive an offer and find it again at checkout. Personalised vouchers could be checked against existing customer data.
Communication, participation and redemption formed one journey, with activity returning to the CDP for the retail team to review.
Source: Zalo Mini App for Business, October 2025. Programme-level results; period and cost-comparison method unspecified. Separate from the store-opening and feedback examples.
Discuss a similar programme
Turn customer feedback into a useful response.
Twin can help connect campaign forms, customer records and service follow-up, with clear ownership of what happens after someone responds.