Multichannel promotions can be set up to be redeemed both in-store and online. You can use them to reward customers, base them on previous purchases, or assign them based on any other type of customer data.
You can easily create and assign multichannel promotions to full segments and individual contacts in Engage. That is why they are also referred to as personal offers.
Multichannel promotions are only accessible if you have an integration between your POS / e-com and Engage or if you use the Engage POS Accelerator. Contact your Account Manager for details.
Create a new multichannel promotion
- Click Loyalty and then Promotions in the left-hand menu and choose any of the available options.
- Click New promotion in the upper right corner and select Multichannel promotion.
- Make your settings as below and finish by clicking Save and eventually Activate.
Name it
Give your multichannel promotion a name for identification in the POS window and for internal identification in Engage. Make sure that the campaign is easy to identify, preferably with dates as there can be many similar offers active over time. This also makes management as simple as possible for your staff.
Validity settings
Set the validity for the promotion, based on calendar dates.
- The start date is mandatory. If you set a future start date, the offer isn't sent to the POS/POS Accelerator/e-com before this date, but is scheduled just like an email message.
- The end date is not mandatory. It's possible to have an offer active until further notice and set an end date later. If you want to end the campaign immediately, go to the promotion and click on Deactivate.
- A limited validity period from the send-out time is usually for when the same promotion is to be assigned and sent to different contacts at different times, for example when in an automation.
Redemption channel
Decide if the promotion can be redeemed in-store, online, or both.
- Toggle Can be used in store to make the offer available via the checkout. Here you can also add cash register instructions to help the staff.
- Toggle Can be used online to make the offer available to use online.
Multichannel promotion type
Now which type of discount you want to offer per channel.
External Promotion code - The code you enter here refers to a price rule stored in the retailer’s system (ERP or e-com platform). Engage does not control the details of such a promotion: the POS just looks up the relevant price rule using the external promotion code and then displays those details.
Monetary discount - A fixed amount that can be used in a purchase.
Discount in percent - A certain percentage removed from the purchase price.
Manual instruction - Shown in the POS window and primarily for those using POS Accelerator.
Presentation
Below the basic settings is the Presentation section. Here you can add information to display on an external website/e-com, such as for when you want to display personal offers on “My pages” or in emails.
Enter an eye-catching title and a short description with a call to action.
You can also upload an image to go with the copy.
Remember to set the Headline field if the offer will be used in a Multichannel Promotion module in an email. Otherwise, the email will not be able to display the promotion.
Learn more about how to show personal offers in emails here.
Activate the promotion
Once you've saved the promotion, you can find it under Drafts as an inactive promotion. To assign it, you must first Activate the promotion in the upper right corner (see image above). Then the promotion is moved from Drafts to Active promotions.
If you haven't assigned an active promotion to any recipients yet, you can move it back to Drafts by clicking Deactivate.
Working with promotions
For the technical details on how to fetch, display and redeem a custom's promotions, see this article on developer.