Contents
The Customers tab in the Incentivio Dashboard provides operators with an all-in-one solution for full control over customer accounts. This article will discuss how to search for customers, adjust loyalty points, delete user accounts, and much more.
Here is a quick tour of the Customers tab:
Downloading the Customer List
The Customer List includes all active customer accounts with information such as contact information (Name, Email, Phone), Purchasing information (Lifetime Spend, Visits etc.), Guest Journey Stages, and any Custom Tags associated with the account.
You can Download the Customer List on the Customers page in the Dashboard using the Export Full Customer List button:
Searching for Customer Accounts
To look up a customer account:
- Navigate to CRM > Customers.
- Select a filter in order to input desired search criteria.
- Type this information into one or more fields (First Name, Last Name, Phone Number, or Email).
- Press enter.
- Select the account you would like to view.
- There are many actions available directly from the drawer on the right-hand side - including Edit Customer, Adjust Loyalty Points, and Delete Customer. For more information, click View Full Details.
Note for franchised groups: This page will show all customers who have created an account with the brand. It cannot currently display customers only from a particular location.
Navigating the Customer Account Page
The customer details page has easily navigable sections to help operators find what they need. These include:
Overview
This provides an overview of the customer's Persona information - including their total lifetime spend, average basket value, and the number of days since their last purchase.
Please note: Most of these fields are updated every two days as part of a batch job (except the current loyalty point balance).
Additionally, it will provide a quick glance at their last 10 transactions and top 10 customer tags—both of which can be seen in greater detail in their respective sections.
Loyalty History
This section provides insight into all loyalty transactions that have occurred on this user's account—whether points were earned, spent, manually added, or manually removed. For clients using an integrated point of sale, this will include in-store transactions with an attached loyalty account.
For each loyalty transaction, you can view the transaction date, description (the location of the transaction or the title of the redeemed loyalty offer), status, and the number of loyalty points added or removed from the balance.
Transactions
Like the Loyalty History, this will provide insight into all transactions connected with this loyalty account - both online and in-store (for integrated POS). For each transaction, you can view the transaction date, basket value, location, and order source (either In Store or API).
To view more information about a particular order, such as which items were ordered or any applied discounts, click on the transaction to view more information.
Messages
This section shows all messages currently associated with a customer's account, including the display title, a brief preview of the short description, distribution date, and status.
There are three potential message statuses - New, Read, and Expired. New messages have not been opened in the customer's account, though they may have opened this communication through another channel (such as Email or SMS), which is not currently tracked. Read messages are those the customer has opened in their app or in web ordering. Finally, Expired messages are no longer being distributed, as the end date has passed.
Offers
Similar to the Messages section, this section shows all offers and loyalty offers currently available in a customer's account, including the display title, a brief preview of the short description, the distribution date, the redemption date, and the current status.
However, unlike messages, offers and loyalty offers will not have an expired status, as expired offers and loyalty offers are removed from the customer's account, so they cannot be used.
You can also remove offers from a customer's inbox by clicking the three vertical dots on the right-hand side and clicking Remove Offer:
Tags
Customer tags are attributes that help you target specific groups of customers with marketing communications. Each tag is made up of a key and a value—the key is the tag name, and the value is an identifier such as “true/false” or a descriptive label. See our Incentivio Dashboard - Customer Tags Guide for details on these attributes.
On the Customer Details page, you can now:
View all customer tags associated with an account and their values
See the tag source (such as System, Imported, or Manual) in a new Tag Source column.
Use filters to narrow down tags by tag type.
Search by tag name (title) directly within the tag list.
To use filters or search for a specific tag, hover over any column and select Filter
From here, you can choose the column you would like to search in and type in your value:
Once your search filter is added, only the tags that match that filter will appear in the list: