How are customers notified of a Reward Level Achievement?

The Monroe Farmers' Market's Avatar

The Monroe Farmers' Market

04 Jul, 2015 09:34 PM

Section 4 of this page is not clear on where the text of the message sent to customers comes from:

Redemptions of Rewards

When a customer is ready to redeem a reward, it is your choice on how to handle it. They will probably bring over their cell phone to you and show the response message from FarmFan that shows you their currently available rewards.

Once you see the text message, you can fulfill the reward but you will need to tell FarmFan that this customer has redeemed the reward so we can keep track of their new checkin total. You may choose to write down the redemption or log in to FarmFan on your mobile phone browser to record it.

Where does the text come from?

If it's the title and description in the Rewards > Edit Rewards page, there doesn't appear to be a limit as to how much text the message can contain. Is this correct?

  1. Support Staff 1 Posted by Simon Huntley on 06 Jul, 2015 01:01 PM

    Simon Huntley's Avatar

    The text will just show the title of the reward and yes, there is no limit to that.

    Hope that helps!

    -Simon

  2. Simon Huntley closed this discussion on 06 Jul, 2015 01:01 PM.

  3. The Monroe Farmers' Market re-opened this discussion on 27 Jul, 2015 02:31 PM

  4. 2 Posted by The Monroe Farm... on 27 Jul, 2015 02:46 PM

    The Monroe Farmers' Market's Avatar

    We've finally reached a point where customers can redeem a reward. The text message that was sent, however wasn't very useful in letting them know what needed to be done in order to claim the reward.

    As you state above, the text message shows the title of the reward and there's no limit to the amount of text you can enter. This doesn't seem quite accurate. Because it's going to be sent as a text message, it should be limited and further, if FarmFan is going to include additional text, it would be helpful to A) know what it is ahead of time and B) know how much there is so that the title can be adjusted accordingly.

    The text message does show the title, but it's mixed in with some boilerplate text that we did not supply. In our case, the complete message was 147 out of a possible 160 characters, 125 of which were used by FarmFan! You also include redundant information (5 checkins is mentioned twice), which further consumes characters.

    The "reward description" field's tooltip says that I can use this field to provide more information the customer will see. Where does the customer see this information? It doesn't appear to be sent via text and again, it's not a character-limited field.

    I can certainly adjust my reward title to compensate, but 35 characters is not a lot of space to provide useful information to a customer who has reached a reward level.

    Is there any way this could be adjusted to allow us to enter more text?

  5. Support Staff 3 Posted by qroth on 28 Jul, 2015 06:53 PM

    qroth's Avatar

    Hi:

    I'm going to pass this support request on to Simon for his input. He's out of the office today but will be back in tomorrow. We'll be in touch.

    Q Roth
    Farmer Support

  6. Support Staff 4 Posted by Simon Huntley on 29 Jul, 2015 07:02 PM

    Simon Huntley's Avatar

    Thank you for the feedback.

    At this time, the best thing to do will be to adjust the title of the reward to give a better description of what to redeem rewards.

    I will take your feedback and we should be able to create a way to edit this message so you can provide specific instructions on what to do once a reward is reached. However, if people are checking in, and they see they have a reward available to them, I see them likely just bringing the text message to the same place they get the checkin passcode and asking about it there.

    Thanks,
    Simon

  7. Simon Huntley closed this discussion on 29 Jul, 2015 07:02 PM.

  8. The Monroe Farmers' Market re-opened this discussion on 29 Jul, 2015 07:13 PM

  9. 5 Posted by The Monroe Farm... on 29 Jul, 2015 07:13 PM

    The Monroe Farmers' Market's Avatar

    We display the check-in passcode on signage at our market, so there isn't any particular place where they ask about it, other than to see a market volunteer.

    When a customer reaches a reward level, they're expected (based on instructions we've sent in social media posts and FarmFan text messages) to claim a plastic token from a market volunteer that they can take to a participating vendor for a perk. We've asked that vendors give $2 off a purchase of $10 or more.

    It would be helpful to have a little more space in the "award level achieved" message as a reminder. For example:

    "5 Check-Ins Achieved! See a Monroe Farmers' Market volunteer to claim your reward token."

    Or something to that effect.

  10. Simon Huntley closed this discussion on 13 Aug, 2015 04:46 PM.

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