CUSTOMER PORTAL USER MANUAL. Marketing

Transcription

1 CUSTOMER PORTAL USER MANUAL Marketing 1

2 The marketing tab contains five different areas (depending on level); these are accessible by clicking the relevant option from the left-hand side. COMMUNICATIONS The communications facility allows you to create custom or SMS offers that can run from and to a specified date range, and be issued to visitors of your venue based on predefined parameters. By selecting the type and then selecting the available defining parameters, you can target exactly who is rewarded with the offers. For example, parameters can be based on a user s gender, age demographic, the number of times they have visited one of your venues in a given time frame or their birthday, as well as the top 10, top 25 and top 50 customers. Historic User Matching allows you to see how many people your communication will currently reach based on the parameters you specify. All communications that are distributed to recipients in the form of an will be sent as one Jpeg image. This image in now clickable so the recipient can be sent to a URL predefined by the venue. This information is captured by the portal and the results are displayed in the campaign reports area if the campaign option is turned on. For sending communications a charge is applicable and so funds will need to be added to the portal before the communication can be sent. Creating a New E-shot Template. 1. To create a new communication, click the button located in the top of the right-hand corner of the window. 2. You will now be presented with a Create your communication window. 2

3 3. Enter the template name. 4. Select E-shot from the Template type drop-down. 5. Select the Parameter type, these can be either: Visit Based Dwell Based (Licence specific) Top Customers Birthday Online LogicFlow 6. Once selected click the button. 7. The management screen will appear; you can now start to build your communication. The screen is split into two areas, on the left is the area to create the content. On the right is the area which allows you define the parameters for sending. The area on the right of the screen will differ depending on the Parameter type. 8. Click the Insert a new module icon. 9. Select the element you want to add from the list, you can add as many elements as required. Title - ability to add text. Text - ability to add text. Image - ability to add a picture. Ribbon - ability to add text. Date Range - ability to add dates. 10. When an element has been added, it will appear at the top by default, you can then reposition this anywhere by clicking the drag handle icon and dropping the field into its new position. 3

4 11. You can delete the element by pressing the icon. 12. If you add an image to the image element, the required size and format is displayed to help when formatting the picture. 13. Once all the elements have been added you can then select the colour scheme for the e-shot by choosing from a selection of pre-defined colour themes located above the elements. Colour schemes are defined by: The border colour - Primary colours. The fill colour - Secondary is for the elements. 14. You are also able to specify a custom colour scheme by clicking the icon. 15. You can enter the e-shot subject by entering the details into the empty field box, if left empty the default subject A message from Purple. 16. Below the e-shot content is the option to make this e-shot a campaign, by default this option is turned off. To turn on click the toggle switch on to a green tick. 17. The area will expand; you can now give the campaign a name and enter a URL. 18. Once set this will allow recipients to click the e-shot and will be redirected to the URL you entered. A report will also be generated in the Campaign reports area specifically for this campaign and display the results. 4

5 Cost Summary 1. At the very bottom of the screen is the Cost summary, this will display the quantity of customers matching the criteria, the cost and your balance. There is also a fly out menu with one option to add funds. 2. If you don t have enough funds available to send the communication but you still wish to send, you can add funds directly from this area. Hover you mouse over the fly out menu. 3. The menu will expand and display the available options. 4. Click the icon, this will take you to the add funds area where you can add the required funds to your account. Venues and Parameters. 1. You will need to define parameters to determine who this e-shot goes out to. You can specify a range of criteria that must be met in order for a user to receive the communication you have created. 2. Using the options on the right you can now define your parameters. The type selected initially will determine the defining parameter criteria. The level you are at in the portal will also determine what options are available. Visit Based - Ability to define which venues must be visited, to and from date, if going to previous customer and how long to continue for. Dwell Based Ability to define how long it will run, which dwell region and the dwell time, apply to visitors during the last, 24 hours, 3 days, 1 week or 1 month. (Regions need to have been created in the floorplan analytics area of the portal before this communication type can be used correctly). 5

6 Top Customers - Can send to the top 10, top 25 and top 50 customers. The list of recipients will be displayed at the bottom of the screen. You can exclude names if required by unticking the include box. Birthday - Uses available dates of birth (customer would need to have provided their date of birth when authenticating on the system) and can specify if it will go out 1 day, 1 week or 2 weeks before their birthday. There is also an option to send a standard communication on their actual birth. Online now You can send to any users currently in the venue right now, once the venue is selected the system will display the users currently online. LogicFlow - Will have no parameters to set as these will all be done within the LogicFlow itself. If at company level you can still select which venues to include. 6

7 3. The first option to select is the Include visitors from, click the drop-down menu and select an option, these are: Do not send to past visitors If this option is selected the cost breakdown will disappear as no communication will be sent to previous customers. The very beginning - This will send to any customers who have visited the venue previously and meet the criteria set. The following date this will open a field box with a calendar icon allowing you to select the required date. 4. Next, you need to set the Continue until option, again click the drop-down menu and select an option. These are: Do not send to future visitors This setting only allows the communication to go to previous customers and no new customers from this point forward. It is cancelled The communication will continue to be sent out to visitors matching the criteria until you cancel. The following date this will open a field box with a calendar icon allowing you to select the required date. 5. You can now set Filters so that the communication will only go to specific demographics, the filters will differ depending on your communication type and some will not have the option to filter. The filters are: Visit Based 1. The first drop down will allow you to select either: Age Gender Visits Has visited 2. The next drop down will change depending on the first selection. Age o Is o Is not o Within range o Less than o Less or equal to o More than o More or equal to Gender o Is o Is not Visits o o o o o o o Is Is not Within range Less than Less or equal to More than More or equal to Has Visited o On o Between o Before 7

8 o After Dwell Based The drop down will allow you to select either: Age Gender Top Customers The drop down will allow you to select either: Birthday Age Gender Last Visit Has Visited The drop down will allow you to select either: Online Now 1 Day before 1 Week before 2 Weeks before This has no ability to filter. LogicFlow This has no ability to filter. 3. Once you have selected the first rule you can either add another element to this rule set using the AND option. This means both rules must be met for the criteria to match and send out the communication. 4. Click the button and add the new rule. 5. You can also create another rule set as an OR option, this means either the first rule set or the second rule set can be matched for the communication to be sent. 6. Click the button and select the information following the instructions above. 7. Once all is completed, you can then preview the communication before saving. 8. Click the Preview button, located at the top right of the screen. (Eshot only) 9. The content will change on screen to show how the e-shot will display for the recipient, leaving out any elements containing no data. If further amendments are required click the button. Creating a New SMS Template. 1. To create a new communication, click the button located in the top of the right-hand corner of the window. 8

9 2. You will now be presented with a Create your communication window. 3. Enter the template name. 4. Select SMS from the Template type drop-down. 5. Select the Parameter type, these can be either: Visit Based Dwell Based (Licence specific) Top Customers Birthday Online LogicFlow 6. Once selected click the button. 7. The management screen will appear; you can now start to build your SMS. The screen is split into two areas, on the left is the area to create the content. On the right is the area where you can define the parameters for sending. 8. First enter the message name. 9

10 9. Now enter the message content, you are able to insert URLs within this area. When you start typing the message the character count will start to increase, it will also display the number of SMS needed for the communication to be sent. Once you have reached 150 characters you will need to use 2 SMS and so on. 10. The remaining details to complete are the same as an Eshot communication and are all covered above. Saving 1. To save the details or send yourself a test if an Eshot communication, click the button. 2. A drop down will appear, select either: Save Changes This will save the communication. Send Test - This will allow you to send a test first before publishing live and review the content as the end customer. The portal will allow you to enter an address to use for the test. (Eshot only) 3. If you select Send test the following window will open. 4. Enter the you wish to send the test to. 5. The communication will be sent within 5 minutes. 6. You can now either: Return to Library - This will not publish the communication but take you back to the template screen. As long as you clicked save it will now appear under the Your Templates area with an In Development status. Clicking back on the name will re-open the edit screen. Publish - Will publish the communication and send out straight away or at a later date depending on the defining criteria selected. Statuses and Publishing 1. By default, new templates will have an In Development status. This means you can build and tweak your content and parameters before committing to your settings and sending the communication to any recipients. 2. Click the button in the top right hand corner; this will publish your communication live and change its status to Published. At this point your communication is locked and you will no 10

11 longer have the ability to edit details or change parameters, although you can still duplicate this template. 3. The following message will appear on screen advising of the above, click the button to proceed. 4. Once published, if Historic User Matching is enabled, it will automatically be sent to any user matches currently in the database. The number issued is displayed on the main screen on the right of the published template. 5. You can click on No. issued and it will break down and list all the recipients. 6. Published templates can be cancelled at any point by hovering over the fly out menu and selecting the button. A window will open advising that once deleted, it will no longer be available. Once deleted, it will be removed from the Your Templates area but you can duplicate the template beforehand to use content again in the future. Editing In Development Templates 1. In development e-shots are listed at the bottom of the e-shots module below the system templates. 2. Click on the title in the left-hand panel and the chosen communication will be loaded. You can now make amendments as required Settings (Eshot only) 1. Clicking the setting icon will allow you to setup a custom , once set all marketing will be sent from this address. 11

12 2. First switch on by clicking the icon. 3. Enter the address. 4. Click the button. Using A System Template (Eshot Only) There is only one system template which is the Birthday venue invite and this is only an Eshot. You are able to use any previously created communications as a template. 1. To use a system template or an existing e-shot as a template, hover your mouse pointer over the icon, the following will appear. 2. Click the preview button to preview the e-shot first. 3. Click the duplicate button to use this template. 4. A create your e-shot box will appear. 5. Enter a name for this e-shot. 6. Select the e-shot type and click proceed. 7. The e-shot template will load with a birthday theme and the content already created. You can now either alter, delete or add further content if required. 12

13 VISITOR AND DEVICES The area shows you an overview of the devices and users that have been seen at your venue. Each user or device has its own Profile card within the system and you can launch this card by clicking on the user or device name. From within the profile card you can access detailed information on the user or device s behaviour, add notes and filter by tags. By default, the overview will show all data gathered during the last 30 days but this can be changed to a specific date as required. Overview 1. The overview by default will display all users and devices that have logged onto the network. The following information is available from the overview screen: Visitor Details about the visitor, either user or device. Visits Number of visits. Last seen Date and time of last visit. Average Visit Average visit time of all visits. Favoured Connection Most used connection method. E-shots received Number of e-shots received. 2. Tags will automatically be added to profile cards using the data captured from the login methods. You can then filter the data by the system tags. 3. By default, within the overview two tags are applied and. 4. To turn off a filter click the within the tag you no longer want to use as a filter. The visitor list will update to show the updated data list. 5. To add additional filter tags, click the icon. 6. The following window will open allowing you to select a Profile type tag from the drop-down menu. You can also select if for a device of user. 7. The available Profile type tags to select are as follows: Gender o Male o Female Age o

14 Network o Facebook o Registration Form o Twitter o LinkedIn o Instragram o Vkontakte o WeChat o One Click 8. When a selection is made, the next drop down menu will change depending on the selection. 9. Click the button once a selection has been made, the details will then update to displayed the filtered data. 10. You can also filter by custom venue tags, you would need to have created the tags against the relevant venue beforehand. 11. If venue tags had been created an additional button will appear but only at Customer Level. 12. Clicking this button will display the custom tags created in the management area. 13. Initially they will be grey but once selected (by clicking) they will change to red, they will also appear to the left of the default user tags that s are orange. 14. Clicking the button to apply the filters selected. 15. The data will then update to show the filtered data. 16. To clear the filtering applied, click the button. 17. You are also able to export from the overview screen. Clicking the icon will either download all the data or filtered data if applied, to your PC in a CSV file format. 18. You can also change the date range by using the Date Picker icon. 19. The following window will open: 14

15 20. Select the From and To dates. 21. Alternatively click the icon. 22. The window will change to the below: 23. Select the date range from the drop down. 24. Click the icon when you have made your final selection. 25. The screen will update with the new data for the selected date range. Profile cards 1. To access a user or device s profile card click the relevant visitor from the overview list. 2. The profile card will open and the details will be displayed, the data that is shown is dependent on the authentication method used to log into the network and the devices used. 3. The profile card will be displayed as an additional tab at the top of the screen next to Overview, you can click between the profiles and the CAM overview screen. To close a profile, click the next to each profile. icon 4. The profile card will display the following information: User Profile - Shows information captured from the social login, the number of venues visited, e-shots received and devices used. Visitor Tags - Tags allow you to associate pieces of information to a user or device within CAM. Venues Visited - A lists of venues visited by the user / device with information of the number of times the venue has been visited, the date of the last visit and the time spent at the venue. Connection Methods This area lists the various ways this user or device has connected to the WiFi service. It shows the connection type (Facebook, Google, registration form etc.), and the number of times that connection type has been used. 15

16 Devices Used - Lists all the devices associated with this user, showing the device type, the MAC address associated to the device, the OS installed on the device and the number of times we have seen the user using the device. You can launch the profile card for any devices listed by clicking on the MAC address link for that particular device. Visitor Notes - Shows any notes you have saved against this user or device. E-shots Received Will show any e-shots received by the customer. Social Interests Will display the social likes this user has clicked within Facebook. 5. You can click the view all button next to each area. This will open up additional tabs at the top of the profile card displaying all the information captured for this profile. 16

17 Visitor Notes 1. You can create visitor notes on each profile. 2. Click the Add icon. 3. The following window will open. 4. Give the note a title and then add the relevant notes. 5. Click the button. 6. The new note will now be saved against this profile card. Exporting specific profile data 1. You can also export the data captured from within a profile card as well as the overview by clicking the icon. 2. Where the CAM overview exports all the data filtered, the export from within a profile will give specific data about that one profile. 3. It will give the option to select either: PDF CSV 17

18 MICRO SURVEYS Micro surveys once created can be added to any access journey. Once the customer has authenticated the survey will be presented to them before they can continue and get online. There are options to allow the customer to skip past the survey if they wish or make it compulsory. Once the survey has been completed the results will be accessible within the micro survey reports area. 1. Click Micro surveys from the left. 2. The area will load and any existing surveys will be listed. For existing surveys, you will be able to view the following: Survey name Date created Owner If published 3. Within the fly out menu you can do the following: Delete Duplicate Edit 4. You are able to access any existing micro surveys by clicking the survey name. If the survey has not been published you will be able to edit the contents, if published then no edits will be possible. 5. You can also create a new micro survey by clicking the button. 6. A small window will open, from here you can name the micro survey and select the owner level (depending on login level). 7. Once details are completed, click the button. 8. The screen will update and you will be taken to the micro survey creation page. 18

19 9. You have the ability to add a maximum of 4 questions, each questions type can be any of the following: Rating Ability to get a rating in either Stars or Circles Multiple choice With the ability to add a maximum of 5 answers Text box A freeform text box will appear for responses 10. You will need to add the survey question in the empty field box. There is a maximum 98 characters per question. 11. To add a new question, click the Add Question button. 12. On the right of the screen is the Survey name, this can be edited if required. This name will appear at the top of the survey the customer will see when accessing. 13. You can also add Survey introduction text; this is a freeform text box with a limit of 92 characters. 14. Finally, you have the Skippable toggle button. This will allow the customer to either skip the survey if switched on or be forced to complete if switch off. 15. Now that the survey contents have been completed, you have a number of options available. These are: Preview This will open an additional window showing the survey as the customer would see it. Save Survey - This will allow the survey to be saved. Publish survey - This will publish the micro survey to it is available to assign to an access journey. Return to library - This will return you back to the library. 16. If you wish to use this survey in an access journey you will need to publish. Click the button 19

20 17. A window will open advising that once published you will be able to use in an access journey but won t be able to make any changes to the survey, are you sure you wish to publish now. 18. If you want to make further amendments to the survey, click the button. If you are happy to publish click the button. 19. Once published you will be returned to the library and the Published column will display as Yes for this survey. It is now available to be added to any access journey. 20. When you click into any published survey the screen will be greyed out so no edits to the contents can be made. 21. There is a button, once clicked this will open the Survey Settings area only. You will then be able to edit the following: Survey name Survey Introduction User can opt out of the survey 22. Clicking the button to save any changes. 23. Clicking the button to return to the library. 24. To delete a journey, hover you mouse over the fly-out menu the available options will be displayed. 25. Select the button to delete the micro survey. 26. A message will appear asking you to confirm the deletion, click the button. 27. You can also duplicate any survey by clicking the duplicate button. Clicking this option will open the creation window to give the survey a new name. 28. If the micro survey is not published there will be an additional option in the fly-out menu, the update button will allow the survey name to be updated. When selected a window will open displaying the current name. This can be edited and clicking to confirm. 29. To be able to use this survey you will need to assign it to an access journey, this is covered in the Onboarding guide under Access journey. 30. To see the survey results you will need to access the Micro survey reports in the reports area of the portal. This is covered in the Reports guide. 20

21 NPS SURVEY NPS stands for Net Promoter Score, this is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company s product or services to others. As the questions are open ended, the feedback is not skewed by having too larger a question set. NPS focuses directly on customer satisfaction, it is a key metric for determining a brand s success and growth potential. 1. To create a new Survey, click the button. 2. A new window will open, you now need to give the survey a name and select the owner level. 3. Click to begin. 4. The first question for the survey is not editable and will always be the following: How likely are you to recommend venue name to a friend? 5. Responses to this question are grouped into three categories, these are: 0 to 6 are classed as Detractors. These customers are unhappy and will most likely say negative things about your brand. 7 to 8 are classed as Passives. These customers don t really care about your brand and its unlikely they will promote your brand. 9 to 10 are classed as Promoters. These customers love your brand and will spread the word. 6. Depending on the responses given to the initial question, will determine what following subsequent questions will be asked. 7. You can specify what these subsequent questions will be, there are three to complete. Each text box will have an example response question as the placeholder. These examples can be used but you will still need to enter the text, you cannot leave a text box empty some text must be added. 21

22 8. On the right of the screen you can change the Survey name is required. 9. You now need to add the Survey logo, to do this click the button. 10. An external window will open, navigate to the location of the saved image and then click Open. 11. The maximum size of the image is 600x400, if the size is above this a red error message will appear at the top of the screen. 12. As long as the image is within the required size it will load in the Survey preview window below the settings area. 13. At the top of the screen you have numerous options, these are: Return to library - Send test Save survey - Publish survey Sending a test will allow you to see how the survey will look for the end users. No responses can be given on a test survey. 15. When all the details have been completed, you can Publish the survey. If any area is missing a red error message will appear at the top of the screen and the missing fields will also have a red border around them. 16. If you have already published a survey previously then the system will also show an error message as only one survey can be published at any one time. The survey will not publish but you can save and use at a later time as required. 22

23 17. Back in the Library, your Survey will be displayed along with other NPS surveys created, it will show the following information: Survey name Date created Owner If published 18. There is also the fly-out menu at the end of each created survey, the options available within the fly-out will differ depending on if the survey is published or not. The options are: Duplicate Delete Update details (unpublished surveys only) 19. Once Published the NPS survey will go out 24 hours after the user has visited the venue. All responses will be populated in the NPS survey report. To view details regarding this please access the Reports guide. SOCIAL UPDATES The social updates facility gives you the ability to compose, post and schedule a social update from within the Portal. By turning on or off the Facebook, LinkedIn and Twitter icons in the upper right hand corner of the social update module, you can define which of your social networks it gets posted to: 1, 2, or all. 1. When updating your status, you have two additional options: - The image embed icon allows you to attach an image to the status update you are creating. Clicking the camera icon allows you to navigate to an image on your computer hard drive and insert the image into the post you are creating. - The calendar icon allows you to schedule your status updates. 2. Scheduling your status updates. (please refer to Access Post Scheduling your status updates section above for details) TIP! You need to link your social network accounts to the Portal in order to benefit from the social features. Linking your social network accounts is easy and straightforward. Instructions on how to do this can be found in the Management manual. 23