FAQ

Examples Of What Your Referral Program FAQ Should Contain

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Ready to launch a referral program and tap into the power of trusted recommendations? You’ll need to create a referral program FAQ. Your existing customers are your best advocates, so you’ll want to make sure they have all the information they need to share with their friends—and get rewarded for it! One of the best ways to ensure that your referral program will work without any hiccups is to build out your FAQ page for your referral program. Here’s why.
Table of Contents

4 Reasons why you should create a referral program FAQ

1. It sets expectations and establishes conditions
2. You can avoid clogging customer support
3. It can better equip members to promote without worrying about how it works
4. It’ll increase overall customer satisfaction

What should you include in your FAQ?

Basic Questions

1. What is [insert the name of the referral program here]?
2. How do I refer a friend? / How does this referral program work?

Rewards and Eligibility

1. What rewards can I earn?
2. Which of my friends are eligible to refer? / Who can I refer to earn rewards?
3. What conditions must referrals complete for me to earn the reward?
4. How do I track the referral status (whether a referral is pending or completed)?
5. How can I tell if I’ve made a successful referral? / How can I tell if a friend has used my code? / How can I tell if I have earned a reward?
6. Tiered rewards: How can I track my rewards? / How many referrals do I need for each reward?
7. How will I receive my reward?
8. Is there a limit to the number of people I can refer? / Is there a limit to the number of rewards I can earn?

Referral Codes and Links

1. Do you have a referral code? / Do you have a referral link?
2. Where can I find my referral code/referral link?
3. Where can friends enter my referral code?
4. What if a friend signs up but forgets to use my link or code? /Can my friend enter my code or link after creating an account? / Can my friend apply my referral code after making a purchase?
5. Where am I allowed to share my referral code?

One Final Important Question

1. Where can I reach out if my question wasn’t answered here?

Key Takeaways

4 Reasons why you should create a referral program FAQ
A referral program FAQ is essential in meeting your goals because it helps make the referral process as frictionless as possible.
Here are some specific reasons that you should spend time creating a FAQ section for your referral program.
1. It sets expectations and establishes conditions
When you start your referral program, you might get flooded with questions regarding how your referral program works. A referral program FAQ defines the scope of your referral program, and lets advocates know how exactly to refer their friends (such as what platforms they can use, and how to find and share a personal referral link or code).
The FAQ also states if and how customers will earn referral incentives, including the specific conditions that must be met before a customer can earn a reward. In short, your customers will know what to expect!
2. You can avoid clogging customer support
The less time customer support is burdened with the same (and redundant) questions, the better. A FAQ can save you from a ton of customer support inquiries, making not only your customers happy but also your team.
3. It can better equip members to promote without worrying about how it works
Even if you pour all of your time into creating the best user experience for your referral program, your advocates might give up before successfully referring their friends if they can’t answer a question or overcome an obstacle.
Creating an FAQ or knowledge base removes the most common barriers to referring, and reduces the chances that your advocates will give up.
4. It’ll increase overall customer satisfaction
Answering your customers’ questions in a FAQ shows you care about their time and happiness. It provides a better overall experience with your brand. And when your customers are fully satisfied, they’re even more likely to refer friends.

What should you include in your FAQ?
Your FAQ must be tailored to your audience. So you need to include the questions they’re most likely to ask, based on your referral program structure. The questions you include will also differ depending on the products or services you sell, the reward structure of your program (if any), and whether you use a referral code or link.
The questions below, are the most common questions customers ask about referral programs of all types. Under each question, we’ve included the information your answer should provide.
Plus, we’ve included a few great examples from real-life FAQs. Choose the right questions for your own program, and tailor the wording based on your needs!
Basic Questions
These are the typical questions people have when they sign up for a referral program. You may be asked these when someone is wanting to sign up for the first time or when they are just starting to explore the program.
Here are some sample questions and possible answers.
1. What is [insert the name of the referral program here]?
Consider starting off your FAQ by answering this question. Give a brief overview of your program, and of the rewards you’re offering (if applicable).
Try one of these phrases to answer, all of which are commonly used in real referral FAQs:
“(Program) lets you refer friends and earn (reward).”
“(Program) rewards you for sharing with your friends.”
“(Program) is a small way to thank you for sharing us with your friends.”
Check out this example answer from Crowdfire referral program faq.

2. How do I refer a friend? / How does this referral program work?
Every referral program FAQ needs to answer this question! This is a great immediate follow-up to the question above—or you can skip right to it and have it as an awesome first question for your FAQ.
Walk your customers through the referral process in detail here.

What ways can your customer refer a friend? Via email? Facebook? Twitter? Other ways?
Do you use a referral link or a referral code? If so, where can customers share it? Everywhere?
If you haven’t listed your referral and friend rewards in the previous question, and you’re offering rewards, list them here.
Walk customers through the program step by step.
Think about emphasizing how easy your program is to use.

Here’s how Verizon answers this question in their referral FAQ. Notice how they list their referral options: email, text, Facebook or Twitter. Also, they call their referral program an “easy tool!”

Rewards and Eligibility
Though having a general FAQ about what your program is important, many people want to get right into the rewards. Therefore, you may have a few FAQs regarding the reward and how to earn it.
1. What rewards can I earn?
Are you offering discounts, store credit, free products, cash or something else as a referral incentive? You can always dedicate a specific question and answer to cover the reward(s) you offer. You can add this as its own FAQ instead of listing them in your program overview or “how-to.” FAQ. This may help to keep your FAQ answers more concise.
Trying to decide which rewards you’ll offer? Learn more about choosing referral rewards.
2. Which of my friends are eligible to refer? / Who can I refer to earn rewards?
Let your customers know which of their friends will count as eligible referrals (in other words, which friends’ purchases can activate any referral incentives or friend incentives you are offering).

Can your customers only refer friends who have never made a purchase from your brand—new customers?
Are people who have used your subscription service before eligible referrals if their subscription is currently inactive (as an incentive for the referrer to help bring them back on board)?
Can customers only refer friends with a unique email address, that no one entered to refer them before? Can they enter an email address of someone who was referred before, but who didn’t yet make a first purchase?
Or can any friend use a referral code or link to earn rewards for the person who referred them (and/or for themselves), regardless of whether they’ve made a purchase before?

3. What conditions must referrals complete for me to earn the reward?
Most often, the friends your customers refer will have to make a purchase for a referral reward to activate. But must a friend’s purchase be of a certain amount? Must the friend buy a certain “package” or subscription?
Let your customers know the exact conditions their referrals must meet, so they won’t be disappointed. After all, once they know the reward conditions, your referring customers are more likely to thoughtfully recommend potential customers who would genuinely be interested in the product (and who would thus be most likely to help them earn the reward).
In this example from Greenlight, referred friends must pay for the first month of their subscription for a referral to be successful. Successful referrals earn both the referrer and friend $10.

4. How do I track the referral status (whether a referral is pending or completed)?
Include this if you have a referral dashboard where customers can check the status of a referral. Define what each status means. Usually, you’ll have a “pending” stage, after the friend receives the referral but before they have made a purchase, and a “completed” stage, after they have made a purchase.
This is how SugarSync answers a similar question:

5. How can I tell if I’ve made a successful referral? / How can I tell if a friend has used my code? / How can I tell if I have earned a reward?
Your customers will be eager to know when their friends have made a purchase. And if you’ve set up a reward system, they’ll likely be even more eager to hear when they have met the conditions needed to receive their reward.
Let them know how the awaited notification will come to them in this answer (usually it will be via email or via a message in your app). For example, they may receive an email stating that their friend made a purchase using their referral code, and their reward will be sent to their dashboard within 2-3 business days.
6. Tiered rewards: How can I track my rewards? / How many referrals do I need for each reward?
If you’ve set up tiered rewards and have a reward tracking system, this is an especially important point to cover. Tell your customers how many qualifying referrals they need for each subsequent reward, how to track the number of referrals they have made, and how they will know when they have earned each reward.
7. How will I receive my reward?
Will customers receive free coupons via email? Discounts via text message? Cash via PayPal? Gift cards or free products in the mail? Some other combination of reward and delivery method? Let them know!
8. Is there a limit to the number of people I can refer? / Is there a limit to the number of rewards I can earn?
Establish this limit so your customers know when they have reached the end of their successful referrals and can no longer receive any more rewards.
Also, how long does the limit apply? Is this limit for a calendar month? A calendar year? A year from the first successful referral? An all-time limit?
Referral Codes and Links
Some people will want to know how their referred friends will be tied back to them. So it’s wise to address this concern in your FAQ. Here are common referral link and referral code questions that get asked.
1. Do you have a referral code? / Do you have a referral link?
Referral codes and referral links make it easy for customers to refer their friends—and for your brand to track referrals. Customers can send their unique codes and links via email, social media, text, and other methods. Then, you can easily trace successful referrals back to the person who shared. So, tell your customers if your referral program uses these tools and how they will be assigned
2. Where can I find my referral code/referral link?
Must customers generate a referral code or referral link on their own? Or will you automatically generate it? Where can they find the link or code? How can they retrieve their link or code if they lose it? Answer these questions to help ease their worries. (i.e. once you sign up for the program you will be assigned your unique referral code to share with your friends. You can find this on your user dashboard, and it will automatically be attached to any social post you share directly from your dashboard.)
3. Where can friends enter my referral code?
A referral code won’t fulfill its purpose if friends don’t know where to enter it. So, what specific page must new customers visit to enter the code? Do they enter it at the checkout, like a coupon? Or does the code have a built-in referral link? Or will the code automatically be used if they click on the shared link?
Here’s an example answer from the Roberts Space Industries referral program, which uses both links and codes to make referring simple.

4. What if a friend signs up but forgets to use my link or code? /Can my friend enter my code or link after creating an account? / Can my friend apply my referral code after making a purchase?
State that a friend who makes a purchase without using the referral code or link can’t apply the offer retroactively. So, if they forget, they are out of luck. That way, you won’t have hordes of people asking to apply a code after purchasing, when the code was meant for first-time purchasers.
Also, typically speaking friends usually won’t be able to enter a referral code or use a referral link after creating an account. But will they still be able to enter a code if they’ve made an account but haven’t made a purchase? Clarify your brand’s specific terms and conditions.
5. Where am I allowed to share my referral code?
Referral links and codes can theoretically be shared anywhere. But are there places your brand might not want them shared, so people don’t attempt to game the system by “referring” people they’ve never met or interacted with directly.

For example, you might allow sharing on customers’ personal blogs or social media accounts, but not on public forums like Reddit.
Briefly establish the consequences, like removal of all reward eligibility, for those who are caught abusing the system.

Yes, you could include some of this info in your “how-to” question, but setting this question apart can help prevent program abuse. If you don’t include full terms and conditions below your FAQ, this question is a great place to include the relevant parts of your terms (and a link to your terms and conditions page). Alternatively, you could include a link to your terms and conditions at the top of your FAQ page.
One Final Important Question
This one is big, and though your program should run smoothly, you may hit a bump in the road. If a customer needs to reach out to someone, for whatever reasons, mention where they can do this and who they can reach out to.
1. Where can I reach out if my question wasn’t answered here?
This should always be the last question in your FAQ. After all, you can’t answer every question that your customers have about your referral program. And if you did, your FAQ would become too cluttered. So, point your advocates towards your customer support email, phone number, or chat. (Keeping this info at the bottom of your FAQ helps ensure that your customer support will only be called on when they’re truly needed, for more obscure and specific inquiries.)
If you have a knowledge base or video walk-thrus you can also include it in this section as a resource.
Key Takeaways
Creating a referral program FAQ helps you set expectations for your referral program, take burdens off of your customer support staff, equip advocates to promote without worry, and increases customer satisfaction.
Be sure to establish how your referral program works, and who is eligible to be referred. If applicable, answer questions about rewards, including their conditions and limits, and the use of referral codes and links, including how to find a lost link or code.
Finally, use your last question and answer to direct advocates to customer support if the FAQ didn’t cover their inquiry. Armed with the knowledge from your FAQ, your advocates will feel empowered and be more likely to refer their friends!

Use a Referral Program to Increase Word of Mouth Marketing

Ever had a great experience at a restaurant or another business that was so amazing you were compelled to share it with your friends? If so, you engaged in word-of-mouth marketing—and this phenomenon can help your own brand, too.
Whenever customers positively share your brand with their friends, family, or peers, either online or offline, that counts as word-of-mouth marketing. Happy customers will spread the word about your products to their friends, and their trusted recommendations will likely convince these friends to become your new customers. And the best part? Word-of-mouth marketing is organic and can be totally free!
Sometimes, it seems like you can’t influence whether word-of-mouth marketing happens. But, word-of-mouth recommendations and referral marketing are closely linked, because referral programs depend on word of mouth. With referral programs, you can encourage happy customers to spread the word about you.
But how can you create a referral marketing program that’s highly likely to drive word-of-mouth sharing? Let’s check out tips and referral marketing success stories!
Why Use A Referral Program?
As a brand, if you’re focusing all your energy on delivering your own messages, you’re fighting a losing battle. People trust recommendations from their friends more than they trust any messaging that comes directly from brands.
The priority and trust that people give to their peers make referral programs effective marketing tools. Whether they’re given online or in person, referrals feel authentic and organic—so they deliver powerful results for your brand.
There are several compelling reasons to invest in creating referral programs, and to let customers deliver your messages for you:
In this digital, content-saturated world, people tune out traditional ads because they don’t seem relevant.

According to Social Media Today, only 33% of consumers say they trust traditional ads.
Tribe reports that nearly half of consumers think traditional ads are “annoying or irrelevant.”
Many consumers actively hide ads entirely with ad blocking software, because they see ads as too invasive. 30% of all consumers actively turn to ad blockers to hide ads entirely, and almost two-thirds of 18- to 34-year-olds block ads.

But when a friend, family member, or influencer talks about a product they love, people listen. They trust that their friend is not misleading them, and that the friend shared the genuine, positive experiences with the product to help others.
In fact, personal experience is the source of information that people trust most.

More than 90% of consumers from various markets trust recommendations from people in their network.
82% of consumers proactively seek referrals from peers before deciding whether to purchase a product.
According to Jay Baer, 92% of consumers trust user-generated content and word of mouth more than advertising.
83% of Americans say that word of mouth recommendations from people they trust makes them more likely to purchase a product or service.
People are 4 times more likely to buy a product after a friend refers them.

And many referral programs leverage the power of social media – where people constantly share with each other.

Nearly 75% of consumers rely on word-of-mouth on social media when deciding whether to purchase a product.
67% are more likely to purchase a product after a friend recommends it through social media or email.
65% of social media users learn about brands, products, and services through social networks.
70% of social media users hear about their friends’ and colleagues’ experiences using products and services.

Increasing Word-Of-Mouth Through Referral Programs: Crucial Tips
Now that you know the power of word-of-mouth, it’s time to design a referral program that will encourage customers to spread the word about you! For the maximum sharing impact, use these crucial tips:
1. Incentivize sharing!
Referral programs must give customers a reason to share your products with their friends—and referral incentives offer the most effective reason to share, whether they’re in the form of discounts, cash, credits, free products, or other rewards.

ColourPop’s referral program offers incentives for both the referrer and friend and cumulatively rewards referrers $5 in store credit for every new customer they refer successfully. Source: Referral Marketing School

Consider cumulative incentives, which give the opportunity to earn credits, free products, or discount coupons for every friend a customer refers. Make it easy for customers to track these rewards with dynamic displays.
Also consider two-sided rewards, which reward both the person making the referral and the friend(s) they shared it with.
Cash doesn’t always work as well as credits and discounts. A University of Chicago study reported that non-cash incentives are 24% more effective at boosting performance than cash incentives. So, only turn to cash if your customers aren’t likely to make repeat purchases for a while (like if you sell cars or mattresses).

The most cost-effective reward? Store credits. They keep money in your business and give valued customers a reason to keep coming back (and keep spreading the word!)
Offering free premium features or products after a certain number of successful referrals is also an effective technique.
Make sure that your referral program call-to-action (the most prominent text of your referral page or window) clearly advertises the incentives you offer.
Think about building in an air of exclusivity by making referral and friend incentives better than your “regular” discounts and sales. Your customers will want to let their friends in on the savings because they care—and you’ll reap the rewards, too!

2. Make social sharing easy
Most modern word-of-mouth marketing happens on social media. After all, it’s the easiest way to communicate with friends. Thus, it’s only natural for people to share brands and products on social networks, usually with all of their online friends at once.
Plus, this information can quickly spread to friends of friends, if those friends decide to share further. So, give your customers an easy way to share your brand on social media with a referral program!

Provide options to instantly share a referral link via Facebook, Twitter, and other popular social media channels (along with an email sharing option). Choose these channels based on where your audience spends the most time.
Supply a prewritten message, with image, so users can accurately share the referral offer with just a few clicks. Make sure the message sounds conversational, not salesy, as real people will be sharing it.
But also give users the option to customize the exact message that they post to social media. This will add all-important authenticity to the referral! Some companies even require that customers customize their referral message.
Make sure your referral program is mobile-friendly. After all, so many people use mobile devices for shopping and the purchasing of services, as well as social media sharing (and texting friends!). If you have a brand app, integrate the referral program so it’s easy to find.

3. Make all sharing simple.
Remember, one major goal of referral programs is to make word-of-mouth marketing easy for all involved. The sooner your visitors understand what you want them to do and how, the sooner they’ll spread the word to their friends!

Include multiple sharing options like email, social media, and text, so all visitors can pick the most convenient option for themselves.
Enable customers to copy and paste a unique referral link directly, without tying it to a specific sharing method. That way, people can share it on their social account of choice, email it, or text it, with their own message.
Cut down on the steps needed to refer a friend, as much as possible.
Also, make sure the text is streamlined on referral pages and windows (including the offer) and easy-to-understand, not cluttered.
Make sure that anyone can find your referral program easily, via a compelling action button. Ideally, this button should be placed “above the fold” of a website, before users scroll down. Even if they haven’t bought your product before, people might share before buying because they think the product is valuable to them or their friends.

4. Target customers who believe in your brand—the most likely to share
Before they spread kind words about your brand, customers must already love your products enough to share! Usually, existing customers are your best referrals will give the best referrals as they can speak from experience.
But if they believe in your brand (even if your products have not launched yet), new customers can also provide valuable word-of-mouth shares.

Your satisfied existing customers provide a strong testimonial to others about why they should purchase from you. So, your referral program must be especially easy for existing customers to find.
Consider programming referral banners and pop-ups to appear more prominently for returning site visitors, or including referral program info in your emails to customers.
Provide an incentive for customers who read about your brand and its mission, and then share a post on social media. This is an especially helpful technique if you’re just launching your brand, to find customers who are invested enough in your products to spread the word.
Consider when to enable referral programs for a visitor only after they’re either signed into a brand account or after they’ve entered their email to sign up for your email list (the latter also works well for pre-launch startups).

3 Referral Program Examples That Have Delivered Powerful Word-Of-Mouth
Now, let’s take a look at three of the most dynamic referral program success stories, which have driven word-of-mouth recommendations like masters. We’ve even included two brands that got their start from referral programs, so you can see how they exploded!
Uber
Rideshare giant Uber has delivered one of the best-known referral program successes. Yes, the main reason why Uber is so successful is that it provides a convenient commuter alternative to taxis, especially in cities.
But word-of-mouth marketing is also a major contributor to its success, thanks to its streamlined referral program for both drivers and riders. Uber started out by offering valuable amounts of credits to referring riders and their friends, with no limit to the number you could earn, and this quickly caused new customers to come rolling in.
Today, riders can earn $20 in Uber credits for every friend they refer who takes their first Uber ride (advertised as a free ride, as most Uber rides cost less than $20). The friend gets $20 in credits as well: $5 off their first 4 rides. And drivers aren’t left out, either.
When an Uber driver refers a friend by sharing their personal driver referral code, and that friend becomes a driver, the referrer and friend both earn a reward.

Uber’s Free Rides program for riders who refer. Source: Referral Marketing School
Why It Works

Streamlined but Versatile Format: Finding and using the referral page on Uber’s app is easy: riders just need to tap on “free rides,” copy their personal invite code, and paste it into the messages and social media posts of their choosing. The “free rides” text makes the program easy-to-find and enticing. Meanwhile, the code system is simple to figure out, even for newer Uber users, and drastically cuts down on the steps needed to refer. And since users are already signed into their Uber account, they don’t need to enter any additional information to access the referral code. Rather, the app already has what is needed. So, users are much more likely to send the codes to their friends!
Mobile-Based Meets Users Where They Are: Yes, Uber itself is mobile-based, but having a mobile-centric program meets customers where they spend most of their time—with their devices. Since Uber users keep the app open while they’re awaiting their rideshare, this increases the odds that they’ll find and engage with the referral program.
Cumulative Rewards: As long as Uber riders don’t exceed the referral cap in a given timeframe, they will earn cumulative free ride credits for every new friend they refer.

Girlfriend Collective
Instead of using an expensive advertising campaign, athleisure brand Girlfriend Collective smartly decided to use a referral program to promote their products before they launched.
Interested customers who read their FAQ and shared a referral link on Facebook received a code for a free pair of $80 leggings, made from recycled water bottles (customers paid only the cost of shipping). The campaign was so successful that they received 10,000 orders on launch day and extended this referral promotion even longer. Their website even crashed because the campaign was so popular!
Ellie Dinh, Co-founder of Girlfriend Collective, explains to Instyle why she rejected ads and chose a referral marketing campaign: “It costs money to acquire a new customer. So we just took the budget for traditional advertising and delegated it differently. This is, essentially, our ad.”

Girlfriend Collective promotes its free leggings referral program on Instagram prior to launch. Source: Girlfriend Collective
Why It Worked

Enticing Reward: Few people will say no to a free product that they’re genuinely interested in. And Girlfriend Collective made their incentive clear! While an immediate free product incentive of this scale isn’t recommended unless you’re just launching, consider offering enticing free products that customers will earn after a certain amount of referrals.
Mobilized Believers In the Brand Mission: Only customers who clicked through the FAQ, and thus only those who showed interest in Girlfriend Collective’s philosophy, were eligible to refer friends and receive the reward. These customers were also among the first to receive and have experiences with the product, making them even more equipped to refer more friends down the line.
Leveraged Social Media with a Powerful Incentive: The Facebook link let each interested customer share with multiple friends at once. Also, the attractive incentive was so enticing to referrers’ friends that many shared their own link with their own friends.

Harry’s
Razor brand Harry’s also decided to be proactive by using a referral program to market before their launch. Since they planned to operate under a subscription model, they wanted to collect as many email addresses as possible before launch.
So, when website visitors entered their own email address into a streamlined landing page, to sign up for updates on the service, this triggered a referral page. On this page, visitors were asked to spread the word to friends who might also be interested in the service, using email, Facebook, or Twitter, with a unique referral link.
When a person got enough friends to successfully sign up for Harry’s email updates, they were rewarded with free products—the more friends who signed up, the more products the person earned. The campaign ran for a week leading up to launch. In that week alone, Harry’s secured 85,000 valid email addresses of interested potential customers—and today, the company is worth almost a billion dollars!

Harry’s prelaunch referral program page with dynamic reward tracker. Source: Tim.blog
Why It Worked

Stacked, Easy-to-Track Rewards: The more friends who signed up for Harry’s emails via a referrer’s unique link, the more free products referrers earned. Also, Harry’s made it easy for referrers to keep track of what rewards they earned, and how many more referrals were needed for the next reward, with a dynamic progress bar.
Mobilized Interested Visitors: Only those who entered their email, and thus showed interest in Harry’s products, were eligible to refer.
Tapped Into Social Media Sharing: Harry’s made it easy for people to spread the word to multiple friends at once, via Facebook or Twitter. The company provided prewritten but conversational messages for referrers to post on their social media accounts.
Leveraged Exclusivity: Harry’s made its brand feel exclusive by inviting interesting customers to be the first to know about their launch (complete with key), and then encouraging customers to pass on this insider info to their friends.
Designed Program Pages for Clarity: Streamlined the referral process by including only the needed text, but still provided all the needed information.

Key Takeaways
Word-of-mouth marketing provides free publicity for your business. Referral marketing is a powerful tool for encouraging word-of-mouth because it rewards people for sharing your brand with friends, and simplifies the process for both the brand and consumer. When designing a referral program, make sure to offer incentives for referring; tap into social media sharing; make it easy for all customers to share; and focus on encouraging referrals from people who believe in your brand. Following these tips, and taking cues from word-of-mouth referral success stories like Uber, Girlfriend Collective, and Harry’s, will increase word-of-mouth sharing and help boost your customer base!

Omnichannel Marketing: How to Enhance Your Strategy With Email Marketing

Let’s do a quick activity. Try to remember all the times you’ve used the internet today. Every Google search, every email you’ve sent and received, every time you pulled up Instagram or scrolled your Facebook or Twitter feed. I’m guessing it’s a lot? And most of your customers are just like you. In every search, email or social media scroll lies an opportunity to grab your audience’s attention. Omnichannel marketing is what’s going to put your brand in front of your customers on all the platforms that matter to them.
Table of Contents

What is Omnichannel Marketing?
How Does Omnichannel Marketing Work?
Our 4 Tips for a Successful Omnichannel Marketing Strategy
The Role of Email Marketing in Omnichannel Marketing Campaigns
The 6 Benefits of Email Marketing Strategy
Summing Up

What is Omnichannel Marketing?
Omnichannel marketing is all about providing your audience with a seamless, smooth, and hassle-free experience across all relevant channels.
In the modern digital age, the audience accesses the internet with multiple devices – and this allows for better connections and more control over the buying experience. All successful organizations of today are employing omnichannel marketing strategies to make these interactions a consistent, integrated, and effective experience for their customers.
Your customers are ready to interact with your business on different channels anywhere, anytime. The question is, are you ready to accommodate them?
How Does Omnichannel Marketing Work?
Omnichannel marketing methods involve meeting and interacting with your audience where they are. With millennials and generation Z making up a large portion of your audience base, you need to make your communication efforts more personalized across all channels.
In essence, omnichannel marketing is a customer-centric approach, rather than a company-centric approach. It requires you to see through your audience’s eyes and stand in their shoes. The basic assumption of this marketing approach is that customers tend to shift from one channel to another as they try to find the perfect solution for their needs.

Our 4 Tips for a Successful Omnichannel Marketing Strategy
We understand that it may be confusing to devise a kick-ass omnichannel marketing strategy from scratch. However, to make things easier for you, we’ve listed a few tips that will help you get started.
1. Get to know your audience
First and foremost, you must be aware of your audience’s needs and interests. Understanding what exactly makes your customers click is a prerequisite to creating a successful omnichannel marketing strategy. Find out which channels your audience is the most active on and then equip yourself with the right tools to help you convert your prospects into customers.
Ideally, you should tap into all the channels to determine the specific behavior patterns relative to each of them. The best way to boost conversions is by correctly identifying and efficiently filling the gaps in the buying process.
You should focus on interacting with your audience not only after they’ve made a purchase, but also before it. Proactive companies stay on their prospects’ mind by sending them personalized emails to highlight positive reviews of their products from other customers.
2. Pick the best channel for your products
For a successful, targeted campaign, you should be able to determine which channel is best suited for your product or service.
You should think outside the box when trying to engage your audience because, as the digital space grows, so do your customers’ needs. You should always be ready, both mentally and resources-wise, to adapt to the shifts. That’s the only way to continue to deliver quality relevant content that’s unique, fresh, and engaging.
3. Don’t overlook performance insights
All your omnichannel marketing efforts will go down the drain if you don’t find a way to keep track of your performance.
Using some form of analytics is a key step without which you may not be able to get insights into your audience’s digital habits, purchasing patterns, and transaction tendencies. Your business’ performance insights will help you modify your omnichannel marketing strategy to find more targeted solutions.
4. Focus on email marketing
Smart businesses always focus on their email marketing strategy, aiming to reach their audience in the quickest and most direct way possible – their email inbox. Email is a reliable form of communication that allows you to build a meaningful connection with your existing and prospective customers.
The best thing about an email marketing strategy is that it offers an opportunity to connect with your audience on a personal level, rather than addressing them as a whole – and customers love the individualized treatment!
When it comes to attracting and acquiring new customers, you may be surprised to hear that email is approximately 40 times more effective than Facebook and Twitter combined.
So, if you think email marketing is an outdated strategy, think again!
The Role of Email Marketing in Omnichannel Marketing Campaigns
You may be wondering why our focus is on email marketing and not on social media marketing. After all, social media is ruling the internet and providing brands and companies with a great platform for marketing their business and generating sales.
The reason is simple: when it comes to conversions, social media isn’t as effective in influencing and directing buyer decisions. Email lends itself to the audience making those decisions.
Email marketing is capable of driving the highest ROI as compared to other digital marketing channels. Unraveling the audience’s internet-based life is the most crucial element in any omnichannel marketing approach.

The 6 Benefits of Email Marketing Strategy
Here’s how your email marketing strategy fortifies and enhances your omnichannel marketing program.
1. Promotes targeted and personalized communication
Email marketing allows you to divide your audience base into segments based on their specific needs and preferences, enabling you to curate highly personalized content for them. From coming up with a catchy subject line and choosing images that align with your customer’s needs to producing content that resonates with them, email marketing is the ideal channel to drive engagement.
2. Reaches a wider target group
With emails, you don’t have to worry about where your audience is located. All you need is an internet connection and a compatible device to let them know that you care about them and their needs. This ease of use gives email marketing a greater reach than other channels.
3. Allows you to send behavior-based emails
Email automation allows you to act on the audience’s behavior, setting yourself up for improved conversion rates, maximum profits, and improved customer retention.
According to a study, 39% of marketers found that the use of automated emails based on customer behavior were the most effective marketing strategy.
You may use behavior-based email strategies when a customer views a product on your web page or spends time on the FAQ section, or perhaps adds a few products to their online cart but doesn’t check out.
4. Serve as mailable microsites
The world of email marketing is advancing –you can now send microsites and say goodbye to static messages. By allowing customers to watch videos, browse through product categories, and even make purchases while still being in their inbox, you can take your subscriber experience game to the next level.
5. Allows you to build a loyalty program
You know that most of your revenue comes from loyal repeat customers. And this is why you should focus a large part of your email marketing strategy on customer retention.
One of the best ways to do this is by creating a loyalty program. One great example is a referral program that’s a win-win solution for both you and your audience.. Referral emails are those that contain special offers for the customers to share with their friends and family. For each referral, they will get a reward.
You could incorporate loyalty a program into the very first email you send to your subscribers as a welcome gift.
6. Allows integration with other channels
You may integrate social media into your emails to increase the number of website visitors and social media followers. To ensure that potential customers don’t get detoured on their purchase journey, you should consider integrating your emails with other channels so that everything works together. By allowing you to target the audience multi-directionally, email marketing guarantees more leads.
Summing Up
Email marketing may only be one piece of omnichannel marketing, but it can be considered as the bridge that connects all the other channels you want to reach your customers on. It lets you personalize messages, reach a wider audience than a social media platform would, and can even direct traffic to your social media profiles.
If you think you don’t have enough time to spare on creating the best emails for your subscribers, you should consider getting help from professional email marketing services. From mapping out the ideal email marketing strategy to implementing it in the most creative ways, these expert services will handle everything in your best interest!

Why Self-Service Is Still Good Customer Service

Providing a way for customers to help themselves is a good way of providing customer support.
Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. Customer support software makes it easy to give customers what they want and need. According to a Coleman Parkes survey, 91 percent of respondents said they would use a knowledge base if it were available to them, and 75 percent said online support is preferable as long as it is reliable. Creating an online location for customers to seek out knowledge can be extremely useful as long as it is organized into channels. Popular self-service channels include frequently asked questions, a searchable knowledge base and online discussion forums.
“Around 94 percent of people have found working with an agent to be difficult.”
People like figuring things out for themselvesWhen most people think customer support, they picture live interactions with reps. But research from Nuance shows that most people prefer to help themselves. According to their report, 2 out of 3 consumers would rather help themselves than talk to a customer service agent to get answers to their questions. Those people said that they thought self-service was more convenient. Only 6 percent of the people surveyed said speaking to an agent is always more convenient, meaning around 94 percent of people have at some point have found working with an agent to be difficult.
When self-service is betterIt’s ultimately more effective to let your customers choose when they need to speak with an agent. Here are some situations in which customers are better off helping themselves:
Quick questionsWhen a customer has a quick question, submitting a formal ticket or talking with an agent can seem like too much work. By providing them with an FAQ page or a search function, you’ll be giving them a way to access an answer as quickly as possible.
ClarificationsSometimes a customer won’t really have a question. Instead, they just need something clarified. Calling in or submitting a ticket for these inquiries may not be necessary. Offering self-service channels will save time for your reps and empower your customers to engage with your website and find what they’re looking for.
While self-service is a good customer service method, you still need to have a qualified and dedicated team to answer more detailed questions. You’ll always run into people who prefer to speak with an agent for any and all of their needs as well. Providing both options lets you give your customers everything they want and need.