Santa Barbara Company review for Smile: Loyalty & Rewards

March 28, 2024

Update: Smile.io contacted me with great customer service and has made some suggestions that are helpful! I am adding a star. -->Loyalty Landing Page -->Points on Product Page -->Points on Account Page I am hopeful that the first and third ones will make the program more clear for customers to use so we have to send instructions less! And I am hopeful that the second will increase interest in the program. Previous review: 1) We need to set a maximum points accrual for a single order. This seems really basic and is very important for our business. We offer volume discounts on very large dollar value orders and cant always exclude them prior to ordering, so we have customers with 30,000 points in their accounts which leads to a lot of customer service issues and confusion. We would also like to create a maximum number of redemptions a customer can use in a given week to prevent these customers with 30,000 points from placing an order for a free candle over and over 125 times. 2) The customer emails need to be much more customizable, include more instructions on redemption, and we need to be able to add a terms and conditions section to the pop-up. The fonts in the emails are not customizable, so they don't fit in with our brand. 3) When a customer is referred, they see a very cheesy emoji pop-up that is not customizable. This is not a good first impression. 4) There is no way to see which customers are being emailed by Smile and what emails they have received. Theoretically, we might know based upon the criteria we have set up, but it is not 100 percent clear and there is no record of this anywhere. Each customer page in Smile should show the email name and the date received. 5) It just isn't generating nearly enough sales to be worth the customer service hassle and high app cost.