The RewardStream Portal has a built in email feature, where we will be sending emails to your customers who have signed up to participate in your referral program, on your behalf. The main purpose of the emails is to provide a good customer experience when your customers are interacting with the referral program. We have tried to encompass several scenarios where we can help answer questions about the program upon their request that is automated so your customers can get information about their referrals, or notifications about their rewards, and alleviate this task from you. Here are some common questions about the program emails:
- Editing Emails
- Campaigns + Emails
- Unsubscribing from Emails
Where do I access the program emails?
When logged into the RewardStream Portal, view the menu on the left hand side and select Content > Program Emails. From there, you will be able to view and edit the emails. Don't forget to save the changes you have made to make them live!
Do I have to write all the emails from scratch?
No. We have created a draft of each email in each of the scenarios where we may be emailing your customers. You are more than welcome to edit, tweak, or change the email copy to match your brand's tone or verbiage / make the copy your own. We ask that you make note of the underlying message, and try to carry that message forward. By doing so, it will eliminate further questions that your customers may have, and could save you time in responding to their help questions.
When editing the emails, I notice there are lots of text with brackets (eg- [ProgramName]). What do I need to do there?
That's a great observation. We call those merge fields, and what that means is that where those brackets appear, our system will automatically generate content there. For example, where it says [ProgramName], it will then show the program name you provided when setting up your program. We recommend that you keep them in the email, as it will save you time from editing each and every email, but also know that these have been strategically placed and often contain key info.
Campaigns + Emails
Will I have unique emails for each of the campaigns that I have?
You will have only one set of emails that will cover all of the campaigns that you have running. For this reason, we encourage you to keep the copy generic, especially in scenarios where you may be rewarding different campaigns with different rewards. Instead of stating 'earn $50', convert it to something simple such as 'earn great rewards'.
Unsubscribing from Emails
What if someone does not want to receive program emails?
Upon signing up for the referral program, each customer will need to agree to the program terms and conditions. Within the default program terms and conditions copy that we have provided, we mention that emails will be sent their way. If they do not agree to the program terms and conditions, they will not be able to successfully sign up for the program. Emails are a huge part of the program, and often include critical pieces of information. If they do not want to receive emails, we will not be able to prompt them with information we may need, and we believe this will create a poor user experience.
In the case where someone has signed up and agreed to the terms and conditions, but have decided they no longer want to receive emails, there will be an unsubscribe button on the footer of each email. If someone selects the unsubscribe button, they will be brought to a page that will ask them to confirm that they would like to opt out, and it explains that they will be removed from the program. If the customer agrees to opt out, we will ensure that our system does a check to the Do Not Contact (DNC) list that we will have for your program. Be sure to check out the article on how to manage your email unsubscribe list, so that you can sync your email opt out lists if you choose to.