This feature is currently in Closed Beta 👾
If you are interested in site level permissions please contact our support team.
Your Marsello customer database not only contains a comprehensive list of customers who have purchased from your site(s); it also features a search block to easily locate customers by customer name, email, or mobile number. Once you've located the customer accounts you need to work with, you can seamlessly view and manage their profiles according to your needs.
🛍 Site Specific: The customer database only displays customers who have made a purchase at your site(s) accessible to you.
Before you get started with customer profile actions
Here are some key details to note about customer profile actions:
Unique identifier: Marsello uses email address as the unique identifier to create one loyalty & marketing profile for the customer in Marsello. I.e. If the customer has an account in your eCommerce platform, and POS platform(s), Marsello will match this customer by email address.
Universal customer profile: The individual customer's profile is not tied to any specific site; it aggregates all interactions between the customer and the business across all locations. Any updates made to an individual customer's profile will be visible to all Marsello users (including franchise owners), ensuring seamless coordination and a unified customer experience.
Find an individual customer in Marsello
1. In your Marsello admin, go to Customers and in the customers' table, search for the customer using their name, email, or mobile.
2. Click on the customer's name to open their profile. Here, you can view important information about the customer and manage their account.
View customer profile details
Activity feed
In this section, you'll find a list of all loyalty program activities that the customer has made across all sites. This will display activities like individual orders, and points earned - e.g. birthday, claimed, and redeemed rewards.
Orders
In this section, you'll find a list of all orders that the customer has made across all sites. This will display order information like the order ID, site purchased from as well as a breakdown of the loyalty points they've earned for making that order.
Discounts
In this section, you'll find a list of all discounts (past & present) that the customer has/had access to. This will display discount information like discount code, discount code status, and allow you to click into view and manage the discount codes.
Actions available from the customer profile
The Customer Actions button under the customer's profile will allow users to make adjustments to their customers' accounts.
⚠️ Important: Any updates made to an individual customer's profile will be visible to all Marsello users (including franchise owners), ensuring seamless coordination and a unified customer experience.
Adjust points balance
Use the 'Adjust points balance' button in the Customer Actions menu to update the customer's current loyalty points balance.
The Customer Actions button can be found under the Customer Profile.
To adjust the customer's points balance:
Enter the desired number of points to be added to or subtracted from the customer's loyalty points balance:
To increase the customer's points, enter the points to be added, e.g. 120
To decrease the customer's points, use a minus sign before the points to be deducted, e.g., -120
[Optional]: You can send a Points Earned Email to notify the customer about their updated points balance:
Check the box labeled "Send points notification email to customer?"
Include a brief message in the provided text box to explain the reason for the points adjustment.
Click "Apply Points Adjustment" to confirm the change.
The customer's points balance will be instantly updated, and the manual adjustment will appear as a new entry in their activity feed. If you opt to send a Points Earned Automated Email, the customer will receive a notification regarding their revised points balance.
Edit marketing preferences
Use the 'Marketing Preferences' button in the Customer Actions menu to update the marketing communications the customer can receive. For example, if the customer emails support asking to be unsubscribed from email marketing, you can use this feature to do so.
The Customer Actions button can be found under the Customer Profile.
To adjust the customer's marketing preferences, a pop-up opens displaying the customer's contact details and subscribed status.
To unsubscribe a customer, next to the communication options, simply select the checkbox.
Loyalty program emails: These are transactional emails, like points earned, reward unlocked, reward discount code emails.
Email marketing: These are marketing emails, like one-off email campaigns, best customer automation, happy birthday automations, win-back customer automations.
SMS marketing: These are marketing SMS messages, like one-off SMS campaigns, and any automation with an SMS, this step will be skipped.
2. Click Save preferences
The customer's subscription status will then be updated to reflect their marketing preferences. If they have been unsubscribed they will no longer receive that type of communication from your business via Marsello.
Assign to VIP tier
Use the 'Assign to VIP tier' button in the Customer Actions menu to manually adjust an individual customer's VIP Tier status (up or down tiers) without them needing to meet the tier’s entry requirement.
The Customer Actions button can be found under the Customer Profile.
To adjust the customer's VIP tier:
Under the VIP Tier drop-down, select the VIP Tier you’d like to assign them to
Note: You can assign them up and down tiers using this setting.
[Optional]: If you'd like this customer to be on this tier for their lifetime with your store, you can 'lock' the customer to this tier.
Select Lock the customer to the tier (Optional)
Or leave Lock the customer to the tier unselected to allow customers to move between tiers
Click Save
The customer will automatically be assigned to the selected tier. The next time the customer makes a purchase in-store or online, they will earn points using their new VIP tier's earning points rules. Their VIP status will be displayed on your loyalty widget.
Edit customer details
1. Click on the "edit" link next to Details on the customer's profile to make changes to the customer's details.
Here you can:
Add/update the customer's mobile number
Add/update the customer's birthday
Add/update the customer's gender
2. Click Save
📝 Note: The customer's name & email address is populated by the POS/eCommerce sales channel integration so cannot be edited from this screen. If you want to update this information, please update this in the customer's profile in your sales channel integration.
Tag a customer
Add/remove custom tags on an individual basis under the customer's profile.
1. Go to the customer's profile and click on the edit link next to details.
2. Under the Custom Tags field, start to type:
Any existing tags will be displayed, simply select the tag to add it to this customer
ORCreate a new by entering your 'tag name' and then in the drop-down, click Create [tag name]
3. Click Save
This process allows you to highlight key information about the customer, that is visible across the entire business.
These tags can be used by Head Office to create customer segments, conditional splits in automation, and more to help create a more personalized marketing experience for customers.
Manage available discount codes
1. Use the 'Discounts' tab to view or manage the available discounts on the customer's profile.
2. Use the "Orders' tab and click "View more details' to see about the customer's actions. Here you'll see:
Discounts Overview: Here, you'll find a comprehensive table detailing all discounts, whether they are current or have been used in the past. This displays both loyalty rewards and email discounts.
In the discount table, you can review:Discount Title
Discount Code
Issued Date: The date when this discount code was generated.
Expires Date: The date when this discount code becomes invalid.
Status:
Coupon Claimed: This indicates an active discount that the customer can apply to their next order.
Coupon Redeemed: This signifies an inactive discount, which means the customer has already used their discount code, and it's no longer accessible.
Actionable Discounts: If a discount code has the status "Coupon Claimed," an action button will be visible. You can choose to delete the discount code, effectively removing it from the customer's profile.
For loyalty rewards, you can refund the customer's loyalty points they used to claim the reward.
For email discounts, you can opt to delete the discount altogether.
This process empowers you to effectively view and manage discount codes for your loyal customers.
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