Even though it’s your first line of defence in terms of customer support, a loyalty program’s “Frequently Asked Questions” section is frequently disregarded. Consider this: if you provided customers with a comprehensive, well-written FAQ about your loyalty programme that addressed all of their concerns, they would be less likely to spam you with messages.
That’s not all, though. You can avoid over-explaining the programme on the main membership page by using a FAQ that also serves as a rulebook. Finally, by designing questions around your most intriguing qualities, you can discreetly promote them.
Did I succeed in catching your attention? Let’s dive into the fascinating world of loyalty programme FAQs if such is the case.
First Advice: The Basics
More goes into creating a FAQ section than simply gathering a list of queries. It takes users on a trip through different parts of your loyalty programme. Since they are unfamiliar with the idea of loyalty programmes, you should take their viewpoint into account.
typical inquiries to make include:
What Is the Loyalty Program About? – Although this isn’t a question that people would ask themselves, it’s a fantastic chance to inform visitors in advance about the advantages of your loyalty programme. Consider this response to be a concise description of the programme, and include the guiding principles.
Who may participate? – If your loyalty programme is free, you can emphasise this here and remind clients that they can only win by signing up. You should unquestionably inform readers of any restrictions or subscription-based aspects of the programme (such as the fact that only residents of the US may participate).How do I sign up for the loyalty programme? Keep in mind that the solution should go beyond merely outlining the procedures for online enrollment. If you allow in-store registration or offer mobile passes that are included with welcome emails, then list each step in bullet-point format.
Tip 2: Guidelines and Expertise
The second section of a loyalty programme FAQ should focus on the fundamental mechanics, including how points are earned and redeemed, how levels are raised, how long it takes to use perks and receive points (in case there is a wait to prevent fraud), etc.
typical inquiries to make include:
How do I start accumulating points? – Although the answer initially may seem simple, this is nevertheless a crucial question. Why? because a lot of next-generation loyalty programmes encourage non-transactional activities like referring friends and subscribing to newsletters. To encourage others to use these, you must bring them up.
When do my points expire? – On the other hand, if you have tiers, you must also describe the downgrading time or the point expiration policies. If you don’t draw attention to it and consumers lose their progress, they’ll probably stop using the loyalty programme altogether. This is a must-have title on the list.
How can I update my personal information? Customers can learn where to find the profile area on the membership page here. Customers are likely to want to alter their data over time if you’re gathering a lot of it, whether it’s the delivery address, sizing details, or brand preferences.
Reward & Redemption Tip 3
Any loyalty program’s mainstay is its rewards, so it’s crucial to go over everything there is to know about them. If you’ve created a more complex programme, it’s advised to include numerous questions that cover redemption, shipping, refunds, and other specifics.
typical inquiries to make include:
What are the advantages of membership?
Although the majority of the incentives are likely listed on the membership page, you can also list the most alluring award, benefit, and service in the loyalty programme FAQ. Additionally, it gives you a chance to compile all of your key talking points in one spot.
How do I cash in my rewards?
-Make certain that members are aware of the “where, how, and why” of prize redemption. Without understanding the finer elements, customers would hoard their points rather than participating in the loyalty programme, which would ultimately reduce the enjoyment.
What distinguishes level points from spendable points? – You should definitely bring up this subject if you’re creating tiers based on points. Simply said, users may mistakenly think that using their points to get a reward will lower their total tier level.
Tip #4: Feature Promotion
There are no unchanging standards for best practises in this area. Basically, you may naturally comment on any special benefits or services that require some context in the loyalty programme FAQ without actually making a sales pitch.
typical inquiries to make include:
How can I join the VIP Club?- Special interest groups that offer special privileges are either invite-only or charge an entrance fee, which is typically made up of rewards points. Clarifying this is also a perfect time to mention the benefits of being a member of the VIP club.
When will Early Access be available? – Giving members the opportunity to purchase new products before the general public is a fantastic perk that costs you nothing. It is strongly advised to draw attention to this perk and remind folks that it is a top-tier award.
How can I gain access to neighbourhood events?
– You need to clearly spell out how members may sign up for networking opportunities you are planning, such as store opening parties, “meet the influencer” events, or anniversary treasure hunts in the store.
Tip #5: Tightening the Loose Ends
Don’t forget to address a few delicate subjects, including how a member can deactivate their profile or how you handle their data, near the conclusion of the loyalty programme FAQ. Be honest in your responses to assuage their fears.
typical inquiries to make include:
How can I refuse? Giving instructions on how to leave is not a terrible idea. They will discover a means to opt out if they so want. However, devoting a question to outlining the procedure demonstrates a certain level of assurance. Not to mention that you should unquestionably warn clients of the negative effects of their conduct, such as losing their progress permanently.
Does the programme adhere to the GDPR?
In reality, very few customers are familiar with GDPR; the majority of them often anticipate a confirmation from you so they can feel secure knowing their data is in good hands. For this reason, instead of diving into specifics in your response, try to reassure the reader.
Is my private information protected? Once more, the focus of your response should be on convincing the reader by mentioning some of the security features and certifications that you or the company that manages your loyalty programme can boast about.
How much is excessive?
You might be wondering if you really need to include all of these or even more questions in your own FAQ now that the most crucial subjects have been covered. Well, that depends on your objectives. Would you be willing to offer an explanation of every feature of your loyalty programme to customers who aren’t familiar with it? Don’t be hesitant to go all out in this situation. However, if you don’t want to repeat yourself and the majority of the material is covered in other areas of the membership page, feel free to stick with a condensed version that simply emphasises the most interesting details.
Getting the Answers You Need
Hopefully, you now have a firm grasp on how to begin creating the FAQ area for your loyalty programme. Nevertheless, this should be the final step since you must first build the application in order to determine which features call for a place in the FAQ.
We provide both an in-depth tutorial and an exhaustive booklet if you want to learn more about how to create a successful loyalty programme. Of course, if you have any inquiries of your own regarding loyalty programmes, FAQs, client retention, or pure-play technology, don’t hesitate to get in touch with us to start a conversation.