Overview
Pepper helps you reach and market to your customers, both in your app and outside of it. Our customer marketing tools help you target your audience and reach them with mass-messaging campaigns as well as 1:1 messaging, helping you communicate more effectively and boost customer value.
Segmenting your audience: Creating customer groups
Segmentation allows you to target the right customers with the right message.
What Are Customer Segments?
Customer segments allow you to group your customers based on shared characteristics or needs. These segments make it easier to send targeted promotions, communicate more easily, and improve customer engagement.
Segments can be based on:
Customer type (independents, chains, retail)
Buying behaviour (produce-heavy, dairy-only, weekly buyers)
Category-specific interest (pizza shops, bakeries, convenience stores)
Geography or delivery routes
Pepper-specific attributes (first-time buyers, promotion buyers, etc)
Segmenting Customers in Pepper
In Pepper, your audience is segmented into ‘groups’ based on shared characteristics. Groups can be created manually or be imported from your ERP.
Note: Automatic customer group import from ERP is available for eCommerce enterprise customers only, get in touch with your CS representative to find out more!
How to Create Customer Segments
Step 1: Navigate to the Customer Groups page by clicking the Customers tab in the header, then selecting Customer Groups on the left-hand side.
Step 2: Click the 'Create New' Button and Label your Customer Group
Step 3: Use the search bar to find customers in the left table, and click the arrow next to their name to add them to the group.
Step 4: Once customers are added, click Save Group.
Best Practices
Keep segment rules (and names!) simple.
Regularly update segments as customer needs change.
Use dynamic segments for recurring campaigns.
Personalize outbound messages based on segment traits
Sending Messages to Customers: Broadcasts and In-app Messaging
Reaching your customer at the right place and right time.
Broadcast Messaging
Broadcast Messages let you send a single message to large groups of customers directly inside their Pepper chat. These messages look like normal chat messages but are distributed to many customers at once.
Sending a Message
Click the Customers tab in the header. This page displays all of your customers and customer groups.
Click the Broadcast button at the top right of the page, which opens the broadcast creation window.
Choose your Audience:
All Customers
Send the message to every active customer on your platform.Select Customers
Target your message to:A specific customer group (e.g., schools, independents, hospitality)
Individual customers selected manually
Compose your Message
In the window, you can: write your message and attach files, such as PDFs, images, product lists, promotional flyers, menu updates. By attaching files you'll help customers quickly understand what you're promoting and make your communication more engaging!
Click Send.
Ideas for Sending Broadcast Messages
Promotions
“Check out our newest items!”Announcements
“We’ve launched a new category - check out our new offerings.”Event or holiday messaging
“Happy New Year! Here’s a quick look at what’s coming your way in 2025.”Market updates
“This week’s market report is now available”=
1:1 Customer Messaging
1:1 Messaging allows direct communication with any individual customer inside the Pepper chat experience.
Notifications
When customers receive message in the app, they'll receive notifications on their mobile device as well as a badge in the application.
Read more about notification workflows here.
Customer Marketing Use Cases
Below are high-performing applications of the marketing tools available to you.
Sending Customers Promotions
Use Pepper to deliver timely and branded promotions.
Step-By-Step Walkthrough
For this use case, we’ll be sending customers notifications of promotions you’re currently featuring - this can be accomplished through the promotion screen or by sending broadcast messages directly.
Read here for a detailed walkthrough on promotions in Pepper.
Create the Promotion Copy
Within your admin portal, create the imagery and words that your customers will see for your items.
Segment Your Audience
Use defined customer groups, pick individual customers, or set your promotion live for all users.
Create Your Discount
Pepper supports the following discount types:
Percentage Off
Amount Off
Fixed Price
Free Item (BOGO and similar promotions)
Send notification
When creating a promotion and enablish
Sending a Market Report or other File
Distribute high-value insights to customers who depend on routine updates.
Walkthrough
Begin a broadcast message as you would any normal communication
Segment your audience to the most relevant group of customers to receive information
Attach a file - you can attach PDF's or images for distribution