Managing Loyalty & Referrals Customer Communication
Managing Loyalty & Referrals Customer Communication
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Optimize your loyalty program by sending customers hyper-personalized SMS messages and emails at the right moment - this keeps your shoppers engaged and coming back to purchase from your brand.
Every touchpoint in the customer journey mustn’t be just a promotion - you want to deliver value back to your most loyal customers.
In this article, you’ll learn which loyalty SMS & Email flows are available and how to activate them.
How it works
The Yotpo Loyalty & Referrals flows center allows you to get the most important touch points of your customers launched effectively and efficiently - Have a single source of truth for all loyalty and referral-related communication sent out via Yotpo SMS & Email.
Flows activated in Yotpo Loyalty & Referrals will be automatically set up and active in Yotpo SMS & Email. If you’d like to edit the message or the flow, even before or after activating it, you can go directly to the flow set up in Yotpo SMS & Email and update what’s needed.
All the flows can be sent as an SMS, email, or both. You can preview the SMS message and the email for every flow.
Once a flow is active, you will be able to see the flow analytics and change the communication channel.
Before you start
To use loyalty & referral flows, you need a Yotpo SMS & Email account.
Flows overview
Core flows
The following flows are a necessity in terms of customer communication and should be set up when you are building your loyalty and referrals programs.
| Flow name | Description |
|---|---|
| Yotpo Loyalty Rewards program welcome | Invite new customers to join your Rewards program or welcome customers who recently joined with a reward. The trigger will change according to your opt-in settings:
|
| Yotpo Loyalty reward received | Send customers a message with their reward code when they get a reward. The messages will contain the loyalty reward code the customer needs to enter at checkout. This flow won’t be triggered if your customers redeem points for a discount/product that is automatically redeemed at checkout. |
| Yotpo Loyalty refer a friend (Email flow only) | Send your customers' friends a unique referral link leading them to a reward they can use on their first purchase with your store. This flow automatically identifies the reward option defined in your referrals program settings and applies the relevant template - there's no need to adjust any of the rules according to your setup. |
| Yotpo Loyalty referral completed | Send the referring customer a reward when their friend successfully completes a purchase using their referral link. This flow automatically identifies the reward option defined in your referrals program settings and applies the relevant template - there's no need to adjust any of the rules according to your setup. |
| Yotpo Loyalty VIP Tier | Send the customer a points reward for reaching a new VIP tier. The message will be sent when a customer reaches their next tier. Make sure your VIP tier program settings are set to reward customers with points. |
Advanced flows
The following flows will help enhance the performance of your programs.
| Flow name | Description |
|---|---|
| Loyalty VIP tier expiration reminder | Send a message to remind customers of their tier expiration date and urge them to maintain tier status |
Yotpo Loyalty points expiration reminder | Send a message to remind customers about points that are about to expire, urging them to use those points. The flow will be triggered 30,14, and 7 days before the next points expire. The flow includes a “is eligible for redemption” condition which means that only customers that have enough points to redeem a reward will receive this message. To learn more about point expiration, see Setting up Points Expiration. |
| Yotpo Loyalty Redemption Reminder | Send a reminder to customers with their available points balance, and how many more points they need for a reward. An SMS will be sent to customers who haven't engaged with the Loyalty program in over 30 days. |
Yotpo Loyalty Birthday Points | Treat customers with points on their birthday. Make sure your Birthday Reward earning rule is set to reward points. |
Setting up a flow
To activate the flows:
- In Yotpo Loyalty & Referrals, to Communications > SMS & Email Flows.
- Choose which flows you’d like to set up.
Please note:
If the flows have already been set up in Yotpo SMS & Email, the flow in Yotpo Loyalty & Referrals will be set to Active.
Editing a flow
You can edit a flow before or after activating it. To edit a flow, click the three dots on the right and choose Edit flow in SMSbump. This will take you to the flow in Yotpo SMS & Email to adjust the copy and add conditions.
To learn more about how to set up the flows in Yotpo SMS & Email, go to Drive More Repeat Sales with SMS and Loyalty.
Next steps
To learn about editing Loyalty Flows in Yotpo SMS & Email, see Drive More Repeat Sales with SMS and Loyalty
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