Create a Guest Service Offer

A Guest Service Offer allows your Customer Service team to manually add an offer to your Members based on an in-store experience, as a one-time thank you gift, or other way to compensate for an issue a guest may experience. 

In order to create a Guest Service Offer without actually distributing that offer into your Members’ wallets, you’ll need to create a Null Audience. When you create an Audience in your Spendgo Dashboard, you’re doing so in order to target specific members of your loyalty program, whether that is based on their spend, age, location, or frequency of visits. When you create a Null Audience, you are creating an audience that targets none of your members, which seems counterintuitive, but is essential when creating a Guest Service Offer. 

The instructions below will help you create and test your Guest Service Offer in your Spendgo Dashboard by utilizing a “Null Audience”. 

Step 1: Create a Null Audience

1. Click on Audience / Create.

2. Name your new audience “Null Audience”.

3. Maintain the Members match all conditions.
   

4. Click + Add to add an audience filter.
   

5. Enter the condition Visits | is | 10000 | within last (hours) | 1 and click Save.

   

   This ensures that none of your customers will be in this audience as the visits value is too high on too short of a time period.

Step 2: Create your Guest Service Offer targeting your Null Audience

1. Navigate to Campaigns / Create.

2. Select the Date & Time campaign automation and click Next.

   

3. Select the Offer action.

   

4. Define your Guest Service Offer details and click Next Step.
   For example, use these parameters to create a Guest Service offer $5 Off for Registered and Starter Members with no expiration date.
   Note: that the offer expiration for each member will be manually configured by your customer service team when adding it to a member’s account and will override whatever rules are configured in this step.

5. Toggle the Audience Segment ON.

   

6. Select the target Audience to be the Null Audience (created in Step 1) and click Next Step.

   

   This ensures that no Members will automatically earn the offer and that it must be manually added to Member accounts

7. Name your Campaign.

   

8. Enter your campaign Start date and time.

   

   The start date and time must be at least 15 minutes in the future.
   Note: Members will not be able to redeem the offer until after the campaign start date (when it has “done” status).

9. Click Schedule.

Step 3: Test Your Guest Service Offer

1. Once your campaign is live, navigate Support / Members.

2. Enter your account phone number or email in the search field.

   

3. Click the + and select Add Reward / Offers.

   

4. Search and select your newly created Guest Service Offer (created in Step 2).

5. Select the Reason as “Testing”.

6. Click Add.