SHOPLINE's Smart OMO is the ultimate solution to integrate online shopping and offline service. It breaks the limit between devices, provides customers with a more integrated shopping experience, and allows merchants to capture clear information about customers, all of which benefit from the arrangement of push notifications, promotions, and campaigns.
Binding a store referral can enhance the relationship between staff members and customers. It can also encourage staff members to promote cross-channel shopping among customers, improving overall sales growth. This article will orderly introduce the features of store referral:
1. Bind a store referral
Staff members can bind store referrals while searching for members in Smart OMO, or directly provide a staff referral link to customers.
A. Bind during member's search and registration
While searching for members, staff members can use a QR Code or send the referral link through SMS for customers that are not yet bound to a staff. The binding steps are different for customers with different memberships status (member, interacted but not a member, new member). For more details on the binding steps, please look up the following 3 sections in the Member Search & Registration | Smart OMO.
- Member who is yet bound to a LINE account
- Purchased or left a message before but not a member
- New customer
B. Bind with staff referral link
Staff members can also provide a staff referral link for customers to register or bind store referrals. Tap on the top right QR Code icon to display the staff's QR Code or referral link.
Invite customers to scan the QR Code, or tap Copy registration link and send it to the customers.
*Note: Staff members can show the QR Code on their mobile phone/ tablet, display the printed QR Code in the retail store, or carry it on with them.
2. Store referral management
The store owner or staff members with access rights can manage the information and settings for store referral in the Admin, including view, export report, and bulk update.
i. View customer's store referral
A. View store referral on customer detail page
You can view a customer's store referral information and logs.
Step 1
In the SHOPLINE Admin, go to [Customer Management] > [Customers]. Find the customer you want to check, and click View.
Step 2
Scroll down to find the "Store Referral" block, which shows the store, staff's name, and binding time of the store referral.
Step 3
Click View Logs to check the customer's store referral logs.
B. View store referral on customer report
Aside from viewing store referrals on the customer detail page, you can also export the report for selected customers to check whether they already have their store referral bound.
Step 1
In the SHOPLINE Admin, go to [Customer Management] > [Customers]. Select "Added From" as the filter and select the retail store to be viewed.
Step 2
Click Export Report and check the boxes for "Store referral binding time," "Referral store," and "Store referral staff." Click Export and the store referral report will be emailed to you. You can also go to [Report & Analytics] > [Bulk Action Process] to download the report.
ii. Export customer's store referrals
You can use the "Export customer's store referrals" feature to export store referral reports.
Step 1
In the SHOPLINE Admin, go to [Retail Store] > [Employee], click Export/Import, and select "Export customer's store referrals."
Step 2
Set up the filters (Select binding date, Select store, Select staff).
- Select binding date
- Select date range: the date range can be set up to 92 days
- Select store
- All stores: all stores include existing stores and deleted stores
- Specific store(s): specific stores only include existing stores
- Select staff
- All staff: all staff includes active, resigned, and deleted staff.
- Specific staff: specific staff only includes active and resigned staff.
Step 3
Click Export after the setup and the store referral report will be emailed to you. You can also go to [Report & Analytics] > [Bulk Action Process] to download the report.
The store referral report has the following fields:
- Customer ID
- Full Name
- Country Calling Code
- Member Mobile Number
- Email Address
- Store referral staff
- Staff ID
- Referral store
- Store ID
- Store referral binding time
iii. Bulk update customer's store referral
If your store uses other ERP systems to save staff members' information, or in case you have to modify customer's staff referrals, you can use the "Bulk update customer's store referrals" feature in the Admin to re-bind customer's store referrals.
A. Set up in the Admin
Step 1
In the SHOPLINE Admin, go to [Settings] > [Permission & Security], and click on the Edit button next to the selected staff members.
Step 2
Go to [Admin Access Rights] > [Retail Store], and check the box for "Bulk modify customer's store referrals." Click Update to grant the staff access to bulk modify customers' store referrals.
B. Steps to bulk update customer's store referral
Step 1
In the SHOPLINE Admin, go to [Retail Store] > [Employee], click on Export/Import, and select Bulk update customer's store referrals.
Step 2
Click Download the sample file.
Step 3
Once you open the sample file, you can refer to the "Instruction" and "Example" sheets and fill in the modified information in the "Template" sheet.
Below is the introduction to each column:
- Customer ID: Fill in the customer's ID. To check for the customer ID, you can go to SHOPLINE Admin > [Customer Management] > [Customers], and click on Export Report. Please refer to the following FAQ for more details.
- Update Referral Staff ID (required): Fill in the referral staff ID you want to update. To check for the referral staff ID, you can go to SHOPLINE Admin > [Retail Store] > [Employee] > [Export/Import] > [Export employee report] and export the "Employee and store list." For more details on employee reports, please refer to the following FAQ.
- Update Referral Store ID (optional): Fill in the store ID you want to update. To check for the referral store ID, you can go to SHOPLINE Admin > [Retail Store] > [Employee] > [Export/Import] > [Export employee report] and export the "Employee and store list." For more details on employee reports, please refer to the following FAQ.
- Delete customer's store referrals (Y): Fill in "Y" to delete customer's store referrals (regardless if you are updating the referral staff ID or referral store ID). If left empty, it will update the customer's store referral information with those filled in other columns.
Step 4
Back to the "Bulk update customer's store referrals" page, upload the "store referral update form" that you have filled in, and then click Import.
Step 5
- Import successful
If the import is successful, the system will direct you to the SHOPLINE Admin > [Report & Analytics] > [Bulk Action Process]. The report is updated successfully once the status is labeled as "Done."
- Import Failed
If there are any errors in the imported file, the system will display a pop-up error notification and specify the error column along with the reason. Please fill in the correct information and reupload the file.
3. Attribution of store referrals sales performance
There are two ways for the online store performance to be attributed to a store staff: single-order attribution and automatic attribution. For single-order attribution, staff members can send a product recommendation link to customers. If the customers create an order within 24 hours, the sales performance will be attributed to the staff. For more details, please refer to Recommended Products | Smart OMO.
For automatic attribution, the sales performance will be automatically attributed to the customer's staff referrals once the customers create an order online. The following section will introduce more about automatic attribution for store referrals.
i. Set up in the Admin
Step 1
In the SHOPLINE Admin, go to [Retail Store] > [Employee], and click on Employee Settings.
Step 2
Switch on the toggle for "Attribute Online Store Sales Performance to Customer's Store Referrals," and then click on the top right Save button. If this toggle is on, the sales performance will be automatically attributed to the customer's store referral every time the customers create orders online.
ii. Check sales performance attributions
Store referral is labeled as "Sales" in the order report. You can use the order report to look up the sales record of the store referrals.
Step 1
In the SHOPLINE Admin, go to [Order Management] > [Orders], and click on More Actions. In the drag-down list, select Export Order Report.
Step 2
In the setting tab, check the box for "Sales" to display the store referrals staff for the sold product in the report. Click Export and download the form from the mailbox or from [Report & Analytics] > [Bulk Action Process].
Step 3
You can look up the sales name in the order report. If the ”Attribute Online Store Sales Performance to Customer's Store Referrals“ feature is switched on, and customers create orders online, the name of the customer's store referral will be recorded in the "Sales" column.
*Note:
- After this feature is switched on, if there is another store staff that sends the product recommendation link to customers, the sales performance will be attributed to the staff who sends the recommendation link.
- The sales performance for offline orders (e.g., checking out with POS, entering the spending amount in Smart OMO) will be attributed to staff that completed the checkout or entered the spending amount.
- For more details on sales performance guidelines, please refer to the following FAQ.
Read more
- Member Search & Registration | Smart OMO
- Performance Overview | Smart OMO
- Recommended Products | Smart OMO
- Enter Spending Amount | Smart OMO
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