Members CSR

Overview

Marigold Loyalty’s Member CSR gives you the ability to better support and manage your customers - both known members and unknown visitors.

Customer Service Representatives (CSRs) have capabilities to support, process, and resolve many of their customers’ issues and questions. For Member CSRs, Marigold Loyalty offers many capabilities in helping you manage your customers. Such capabilities include creating and accepting punch cards, issuing offers, changing a member’s tier, and much more.

Features

Edit Member CSR

You can edit a member's profile information from the Members CSR screen.

 To update the information for the member:

  1. Click Edit Profile in the member’s profile box.

  2. Click on the following fields to edit:

    • Avatar

    • First Name

    • Last Name

    • Email

    • Email Alias

    • Username

    • Card ID

    • Mobile Phone

    • Birthdate - This cannot be earlier than 1900 or a future date.

    • Gender

    • Marital Status

  3. Click Save

 Accept Punch Card

From the Member CSR People page:

  1. Search and click on the member you are helping.

  2. Click on the setting icon More in the Member ID information section.

  3. Scroll down to Punch Card and Click Accept Punch Card.

  4. Select the action from the Type drop-down.

  5. Click Submit.

Result: After clicking submit, the Punch Card is automatically accepted for the Member per the CSR’s submission.

Debit/Credit Action for Gift Cards

It is possible to credit or debit gift cards in the More Actions drop-down menu. This option allows more flexibility to assist members without needing access to additional tabs or screens within the console. This capability is controlled by Role Permissions and can be enabled or disabled for the CSR role to align with permissions defined by the brand.

  1. In the CSR More Actions drop-down, select Gift Card > Debit/Credit Gift Card.

  2. In the Debit/Credit Gift Card popup, choose either debit or credit, then enter the card number, amount, and description for gift card.

  3. Click Submit.

Issue Offer and Enter a Reason

Member CSRs are able to issue an offer for their particular Member. In addition, Member CSRs are able to provide a detailed reason as to why they issued an Offer to a Member(s). By including a reason, this information will be stored as part of the Offer Response and Member Activity which ensures transparency and accountability.

To issue an offer and enter a reason for the issued offer from the Member CSR People page, follow these steps:

  1. Search and click on the member you are helping.

  2. Click on the setting icon More in the Member ID information section.

  3. Scroll down and click on Issue Offer.

  4. Click on the Offer drop down and select an option.

  5. Enter a reason for the offer in the Reason field. 

  6. Click Issue.

 

Published Grant Awards Display

You can view just published Grant Awards to avoid accidentally selecting a Draft or Archived Grant Award.

  1. Go to Members > CSR > People

  2. Click on More to see the Actions dropdown:

  3. Click on Grant Award, and all results will be published awards.
    Note: Once grant awards are displayed, they will only return published awards rather than archived or draft awards. This prevents CSRs from accidentally selecting an invalid Grant Award.