The customer profile is designed to give you access into the customer activity in terms of repurchases, referrals history, points earning activity and activity in the tiered loyalty program.
This will be the first screen you want to check when you have customer inquiries about program use.
The customer profile holds all relevant information about the customer in relation to the program.
This article explains the data points you can see in the profile page and how to use it.
Customer Profile page structure
This screen consists of several sections:
Activity History - with earning, spending and VIP tabs. Each of these refers to a specific activity in the programs:
Earning - refers to the points earning actions
Spending - refers to the point spending actions. All coupon codes that have been obtained by the customer through point spending, will be shown here.
VIP - activity from the VIP program: how and when the customer moves through the tiers
Order History - this will show the orders the customer is placing in your e-store. The most important data points to pay attention to here are:
Rewardable total - this is based on your settings and shows the order amount that will be rewarded with points.
Lootly coupon - this will be populated with the Lootly coupon the customer used on the order. If there’s no coupon code shown here, that means a coupon has not been used on this order.
Referral History - shows referral orders, shares and clicks
Customer Notes - super useful if you wish to display a note for your team to keep in mind when dealing with this customer.
Overview - the overview section gives you basic information about the customer:
Name and email address - these data points are automatically pushed into Lootly when the customer creates an account.
Note: If you want to change these data points, you have to do this in your end (in the ecom backend) The next time the customer places an order, the changes will be reflected in their Lootly profile. Alternatively, you can always reach out to us to assist with the change from our end.
Lootly coupons - when you’re checking customer inquiries about coupon codes, always check this data point - if it shows 0 Lootly coupons used, it means that the customer has never used a coupon code generated through the loyalty program.
Program emails - if a customer wants to unsubscribe from the program email notifications, you can assist them manually through this option.
Note: This is in addition to the option for customers to unsubscribe directly from the email notification.
Program SMS - this box will show you the status of a customer if they have subscribed to receive SMS through Attentive.
Note: This option is only for Attentive users. Attentive must be integrated with Lootly in order for us to receive this type of data.
Referral link - this is the customer’s unique referral link assigned to them from the moment they have created a store account. You can edit the slug of the referral link to personalize it.
Note: Referral link customization can not be done in bulk since each referral link is unique to each customer.
Customer ID - this is the customer ID from the ecommerce platform you’re using.
Tags - this is where you can tag the customer with one of your existing tags, or create a new tag to add to their profile. This is useful if you wish to categorize your customers and potentially apply conditions on earning/spending actions or VIP tiers.
On the top left corner you’ll see the Actions tab. When you click it you can notice several options:
Give reward - manually issue a reward to your customer. This is an admin action and does not deduct points from the customer point balance unless you choose to do so.
Adjust Points - add or deduct points from the point balance manually.
Adjust VIP tier - this allows you to manually assign a VIP tier to a customer. This is an admin action and it is permanent, meaning the customer’s spend will not affect the VIP tier. Only do this if you have super important customers whose spend amount is not that important for you.
Exclude from program - option to manually exclude the customer from the program. This customer will not see the loyalty widget, referral popup or any other on-site display item. In addition, they will not receive any program emails.
Widget Preview - See how the customer sees the program widget. This is very useful if you need to guide the customer on how to redeem or where to find their redeemed coupons.
Delete customer - completely delete the customer from the program. They will still see the program on your site, but will not participate in it, will not earn points and will not receive program notifications.
View customer - the button next to the Actions menu will only show from Shopify, Woocommerce and Bigcommerce users.
This allows you to instantly access the customer’s profile in your store’s backend to compare data, check order data and similar needs.