Automatic follow-ups
Aster can reach back out to your customers on its own, at the right moment, without you having to think about it. Seven situations are covered, each one you can turn on or off, each with its own message you can edit.
Seven situations, seven messages
From each program, the "Follow-ups" screen lists these seven triggers. You turn on whichever ones interest you.
Welcome
Sent automatically as soon as a customer joins the program for the first time.
Close to threshold
Sent when the customer has only one visit left before earning their reward.
Reward earned
Sent as soon as a customer reaches the threshold and earns their reward.
Renewal
Sent when the customer's pass (sessions or duration) is about to expire.
At risk
Sent when a customer takes longer than usual to come back, before they go inactive.
Lapsed
Sent when a customer hasn't come back in a long time, to try to win them back.
Automatic or manual, trigger by trigger
Nothing gets sent without your explicit approval on each message type.
Automatic mode
Aster watches your customers' activity (a periodic scan, several times a day) and sends the message as soon as the situation matches, without you having to step in.
Manual mode
The trigger stays active in your customer follow-up list, but nothing sends on its own. You decide, customer by customer, whether to send the message.
Where the customer sees the message
A text message, on their phone
The message arrives directly by SMS, in the language of the customer's card. It's the most visible channel, the one most likely to be read quickly.
A banner, on their card
The same message also appears on the customer's card, in their digital wallet (Apple Wallet or Google Wallet) and in the browser. A lock-screen notification accompanies the update.
Consent, handled for you
Canada's anti-spam law governs commercial text messages. Aster automatically applies the right rule based on the nature of the message, without you having to decide yourself.
Relational messages
Welcome, close to threshold, reward earned, renewal: these messages relate to something the customer has already engaged in with you. No new solicitation, sending is allowed without a separate marketing consent.
Promotional messages
At risk and lapsed aim to bring back a customer who no longer visits. That's a solicitation: these two triggers only send to customers who ticked the optional box to receive offers.
Birthday
A consent of its own: a customer may want offers without wanting their birthday acknowledged, and vice versa. Aster only sends it with this specific consent, ticked separately.
A customer never gets the same message twice in a row
Each trigger has a minimum delay before it can fire again for the same card. A customer who stays "at risk" for several weeks does not get a reminder every day, for example.
What can go wrong
Check three things in order: that the trigger is turned on and set to automatic mode on this program, that the customer ticked the right consent (offers for at-risk/lapsed, birthday for the birthday trigger), and that they have not withdrawn consent from their card.
Aster uses the language recorded on the customer's card at sign-up. Edit the template in each of the three languages so the message stays consistent regardless of the customer's language.
Switch it to manual mode instead of turning it off: you keep the list of affected customers in your follow-up screen, and you decide yourself when to write to them.