LoyaltyLion Emails

Find out more about emails that are available to send in LoyaltyLion.

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Written by Success team
Updated over a week ago

LoyaltyLion provides you with emails that are automatically sent to your customers. These emails can let customers know how many points and rewards are available specifically to them. For a more personalised experience, each email is personalised to an individual customer.

In this article:


Benefits of LoyaltyLion Emails

Increase conversion: these emails will inform customers that they have rewards available and encourage them to come back to your site to use them.

Encourages customers to use their points: Increase your ROI.

Increase engagement: these emails raise program awareness for customers.

The LoyaltyLion emails are fully customisable, which allows you to apply your store branding and colours, for a more tailored brand experience. Please see our documentation for more information on how to customise them for your needs.

When customers customise their emails to reflect their brands' identity, they find these emails to be very recognisable to their customers and to keep customers engaged in the loyalty program.


Who can receive LoyaltyLion Emails

Customers who meet the following criteria will receive emails:

  • they are enrolled in your loyalty program

  • they are not blocked from using your loyalty program

  • they have not unsubscribed from loyalty emails

There are some slight variations on these emails, and there is more specific criteria that applies to each, below.


Types of LoyaltyLion Emails:

Welcome To The Loyalty Program

When this email is active, it is sent to every customer when they create an account with your store.

Customers must meet the following additional criteria to receive this email:

  • Have made an account since you installed LoyaltyLion

  • Not have received any other loyalty email (e.g. if they earn enough points for a reward from their initial purchase, and receive a 'reward available' email, they will not receive a welcome email)

Success tip:

If you already send out an email from your store when customers create an account with you, you can simply add information about your loyalty program to the existing store email.

Reward Available

This email is key to the success of your loyalty program! As soon as your customer has enough points to be able to claim a reward, this email is triggered.

This email tells your customer which reward or rewards are accessible to them. This encourages them to come back to your store to make another purchase and use their reward voucher.

Customers must meet the following additional criteria to receive this email:

  • Have not received any other loyalty emails in the past four days (except the welcome email)

  • Have not received another 'reward available' email in the last 30 days

  • Customer earned new points (for example: via import or making a purchase).

    Important! The email will not be triggered by Seamless Free Product Reward or Redeem at checkout, so you must have a voucher reward or custom reward in place.

It's important to remember that the most expensive reward, available to the customer, will be displayed in the email. It's possible to change the wording of this email to make it clear that they possibly have other rewards available.

​If you wish to notify all customers who have enough points for a reward, regardless of when they earned their points, the monthly reward reminder email might be more suitable.

Monthly Reward Reminder

This is sent on a monthly basis only to customers who have enough points to claim a reward. This email will let them know:

  • how many points they have,

  • how many points they have earned in the last 30 days,

  • which rewards are available to them.

This email is designed to help re-engage your customers in the loyalty program, bring them back to your store and encourage them to make new purchases, using their rewards.

Customers must meet the following additional criteria to receive this email:

  • Have made an order in the last 6 months

  • Have not received any other loyalty emails in the past seven (7) days

    Important: The email will not be triggered by Seamless Free Product Reward or Redeem at checkout, so you must have a voucher reward or custom reward in place.

Points Expiring Soon

This email is sent when a customer's points are about to expire. For this email to send, your store must have the Points Expiry feature enabled. You can find out more here.

Referral Email

If you have the Refer A Friend rule enabled, the referral email can be customised. It is not found on the "Emails" page; instead, the referral rule on the rules page has a button "Customise referral email" which can be used instead.

Important: The referral email is not sent automatically by us. It is only sent when a shopper refers a friend via email.



What analytics are recorded by emails? How are they measured?

There are 3 metrics that your LoyaltyLion emails will track:

  • The number of visits to your store generated by your emails

  • Rewards claimed via email

  • Revenue generated from purchases made via these emails.

We can say that the Rewards Claimed and Revenue Generated metrics are a particularly great indicator of how LoyaltyLion's emails can directly increase customer engagement and spend.

The Rewards Claimed metric measures the number of rewards claimed and then later used as a result of the prompts from your emails.

Note: the Revenue Generated metric tracks the additional revenue made by your email feature. It's important to remember, the customer's purchase is only attributed to the email when they click through the email and purchases in the same browser session. This helps for accurate reporting, as if the customer abandons their browser session and comes back to make a purchase, the revenue is no longer tied to the email.

For more information on these numbers, you can click the View Results button, which allows you access to the following:

  • Number of emails sent since enabling the email

  • Number of times your customers opened the email

  • number of times your customers clicked through the email to your store

  • Rewards claimed through the email

  • Revenue generated



How Emails Are Sent

Emails are sent directly through LoyaltyLion. The sending domain will be "store-name@storerewards.co", which you can find in your Email settings. When looking at the sending domain, the "store-name" part represents the name of your loyalty program.

To change the "store-name" part of the sending address:

  1. Navigate to Dashboard > Manage > Configuration > Settings

  2. Change the section "Program name" to your updated name.

For further email communication options, we integrate with Email Service Providers (ESP's) such as Klaviyo, MailChimp & Dotdigital. Depending on the provider, we may be able to send the emails through the integration which would allow metrics, like open rates, to be displayed in their mail provider tool.



Unsubscribing From Emails

Every email we send has a one-click unsubscribe link at the bottom. If a customer clicks this, we will no longer send them any Loyalty Emails in future. It's not currently possible for a customer to resubscribe to emails, once they have unsubscribed.

For developers: Our unsubscribe list can be accessed via our Unsubscribes API, which is explained in our documentation. Stores can also use it to tell us users who have unsubscribed by their email address or ID. An advanced option is our unsubscribe webhook, which can be set up to notify a URL every time someone unsubscribed.

We are starting to build integrations with Emails Service Providers (ESP's) where possible, we will use the integrations to sync unsubscribe lists with the store's mail provider automatically. Once this is done, we'll update this document to explain which providers support unsubscribe syncing.



FAQ

Why are the links not working in test emails?

In live emails, this link will be replaced with an actual link to destinations on your store. When a customer clicks a "Claim Reward" button, they'll be prompted with a confirmation dialogue.

I have enabled LoyaltyLion emails, why are they still not sending?

LoyaltyLion emails will only become automated and start reaching your customers once you have begun your trial period, or when the payment for this feature has been approved. When contacting us regarding an issue with these emails, please confirm if you are currently in a trial period with us or if your payment has been authorised, as this is a requirement for the LoyaltyLion emails to work.

Additionally, please note that the Redeem at Checkout reward and Seamless Free Product rewards are not supported in the emails. This means emails will not be triggered, if you only use these types of rewards.

Do I need to update my SPF records to stop emails being marked as spam?

LoyaltyLion emails are sent from our domain "storerewards.co". Our emails are not sent as if they were coming from your domain, therefore, updating your SPF records is not needed.

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