Table of Contents1. What is the Dashboard?2. Categories3. Client Details4. Actions in the Dashboard5. Reaching out to the client6. Client Notes7. Scheduling a Follow Up8. Client History
1. What is the Dashboard?
The Client Management Dashboard works in combination with your Automated emails and texts.
The overall idea behind Loyalsnap is that your Automations do as much of the work as possible, but if the client doesn't take the next step as a result of the Automated emails and texts, they'll automatically appear in the relevant Category on the Dashboard.
From your Dashboard, you can reach out to them in a more personalized manner, through email, text and phone.
The Dashboard is accessible at portal.loyalsnap.com. Click the Home icon on the left hand menu.
The categories on your Dashboard automatically segment clients based on their activity and actions with the studio.
An example of a category might be clients who's intro has expired but hasn't made another purchase. They would've already received a few automated emails and texts about continuing on, but if they haven't made another purchase, their inclusion in a Dashboard category serves as a prompt for you to reach out to them in a more personalized manner (i.e. call, personalized email, or personalized text message).
If you are unsure of a category's criteria, click the grey ? icon underneath the category's title.
If you would like to change existing categories, or add in new ones, please contact Loyalsnap Account Management.
3. Client Details
Loyalsnap is constantly receiving updates from your booking platform. We use this information to run your automation campaigns as well as populate your Client Management Dashboard categories.
A lot of this information is available in your Loyalsnap Dashboard.
Phone Number: phone number the client provided.
Email Address: email address associated with the client's account in your booking platform.
Total Visits: total # of visits a client has taken. Does not include scheduled visits or cancelations / no-shows.
Last Visit: The date of their last visit.
Next Visit: The date of their next visit, if applicable.
Client Since: Date on which their account was created.
Total Follow Ups: Number of personalized followups (i.e. followups sent via the Dashboard, as opposed to Automated followups that are not customized on a per-client basis).
Contract Status: If the client is on a contract, what is the status of that contract.
- Scheduled - contract has been purchased, but hasn't actually started yet.
- Active - client is currently on an active contract.
- On Hold - client contract has been marked as on-hold (suspended) in the booking platform
- Inactive - client’s contract has either expired or payment has failed. Client can not attend classes on an inactive contract.
Active Package: If the client has an active package associated with their account.
Last Package: What was the last package associated with the client’s account
Note: All of the above details are pulled from your booking platform. To change the details in Loyalsnap, please edit the client's profile in your booking platform. Any changes will automatically flow into Loyalsnap within 24 hours at most (usually much sooner).
4. Actions in the Dashboard
The Client Management Dashboard enables you to manage your client base in a hands-on way. This article will take you through all of the actions you can take on a client within their Client Profile.
Click the 3 dots next to the client's name (top left section):
Disable Texting: You will no longer be able to text this client. They will not receive automated text messages, nor text messages sent via the Client Management Dashboard.
Remove from Category: The client will be removed from the category they are currently in. If they re-qualify for this category or any other category at some point in the future, they'll automatically re-appear.
Set a Follow Up: Select a future date you would like to follow up with this client. The client will appear in your Follow-Ups category on this date.
Remove from Loyalsnap: Primarily used for Duplicate accounts. It removes the client from all automated campaigns, and they will not appear on the Dashboard, and you won't be able to send text messages to that client. Note, the client will still be searchable from the search bar.
5. Reaching out to the client
This section appears in the top right corner of the client's profile in your Dashboard. The auto-populated content comes from the Scripts section of your Dashboard (click on the menu on the left side of the screen to locate this section).
- Prior to sending, you should decide if you want to:
- Edit the subject of the email. Add emoji's by clicking the smiley face icon.
- Personalize and update email body. You can edit the content for each client individually simply by typing in the Message window. Or, you can change the default content for everyone in that category by editing the relevant script.
- Once you're happy with the content, click the 'Send Email' button. Once you've done that, the system will prompt you to schedule a Follow Up with that client (see section below).
b. Text (SMS)
- Above the text input box, you'll see all your texting (SMS) history with this client.
- Prior to sending the followup, you should decide if you want to edit pre populated text copy.
- As with the Email tab of this section, you can edit the content for each client individually simply by typing in the Message window. Or, you can change the default content for everyone in that category by editing the relevant script.
- Once you're happy with the content, click the 'Send Message' button. Once you've done that, the system will prompt you to schedule a Follow Up with that client (see section below).
- The content of the phone call script comes from the Scripts section. You can change the default content for everyone in that category by editing the Call script in the relevant category.
- During or after the call, add notes to the box below the call script.
- During or after the call, add notes to the box below the call script.
- After the call, log the Call Result:
- Reached - if the client was reached on the phone. There are a number of default "notes" that can be added to the call log, including Visit (visit scheduled), Purchase (client made a purchase over the phone, or verbally committed to making one in the near future), client is Out of Town, client has a Health/Injury issue, client is Not Interested any longer, or some Other reason.
- Not Reached - if you did not make verbal contact with the client. You can log the Call Result in the notes section (just above the Call Results section), or you can use one of the default outcomes: Voicemail, No Answer, Wrong Number
- Once you click 'Save Call Result', the system will prompt you to schedule a Follow Up with that client (see section below).
6. Client Notes
This section is used to make ad-hoc notes about a client.
- The Client Notes section can be used regardless of whether the client actually appears in a category on the Dashboard. In other words, notes can be made on any client, not just those who are in a specific Dashboard category.
- To add a note, click the plus icon to the right of the title of the Client Notes section
- Some examples of when you'd use the Client Notes section might include: noting that a client is injured and needs a check-up call in a few weeks time, or a note that a client stopped by front desk and said they're ready to sign a contract when they return from vacation in 10 days time.
- Schedule a follow up by selecting when you want to receive the reminder, then click the 'Add Note' button.
- On the relevant day, the client will appear in the Follow Ups category of your dashboard
7. Scheduling a Follow Up
- After sending an email or text via the dashboard, logging a call in the dashboard, or creating a new Client Note, the system will prompt you to schedule a Follow Up
- Once you've scheduled when you want to receive your reminder to follow-up again, that client will disappear from the category they previously appeared it
- They will reappear in that category in the selected number of days, unless they have taken the next step in their client journey.
- A client's intro trial has ended, but they haven't purchased membership yet.
- If we reach out about membership via a phone call, and schedule a follow up to occur in 3 days time, that client will re-appear on the dashboard in 3 days time so they can be followed up with a second time (perhaps via personalized text message, or a personalized email).
- However they will not reappear in that category in the Dashboard if they purchase membership within the next 3 days. Loyalsnap is connected to your booking platform and is able to see that client purchased membership, and so they will not reappear for a follow up in that category.
8. Client History
- The Client History section (bottom left of the client profile page) is an invaluable resource for seeing all of that client's activity with the studio.
- It displays all client activity relating to
- When they created their account
- The purchases they've made
- The visits they've taken, including whether they were a no-show
- The automated emails they've been sent. Click the eye icon to view the auto email that was sent to the client
- The automated SMS's they've been sent. Clicking the row will expand it so you can view the full message
- The personalized emails and texts that were sent via the dashboard, including the member of your team who sent it
- You should always check the Client History section before reaching out to a client via the dashboard. You can see all the client's activity, which might be relevant to how you follow up with them.