Loyalty program calls: when and how to call customers about points and discounts
Sado AI team · · 4 min read
In short
A loyalty program call works only when it brings the customer a clear benefit: points about to expire, a birthday discount, a new tier, or one offer for someone who hasn’t been in for a while. Each call needs one reason, an exact date and a simple way to use the benefit. Call only program members, meaning your existing customers. To check the effect, skip a small part of the list and compare both groups’ purchases two or three weeks later.
Which loyalty calls pay off
| Reason | When | What to say |
|---|---|---|
| Points expiring | 7–10 days before they expire | Until when the points are valid and how to use them |
| New member | 1–2 days after getting the card | How the program works, in one sentence |
| New tier | When the customer reaches it | What their discount is now |
| Birthday | 2–3 days before | The gift or discount and how long it lasts |
| Lapsed customer | For example, no purchase for 3 months | One specific offer, and a question about why they stopped coming |
The timings are only an example: match them to your program’s rules.
Rules so calls don’t annoy
- Every call must carry a clear benefit: points, a gift or a discount. A call “just to remind you” annoys people.
- Give the exact date: “until 20 November”, “until the end of this week”.
- One call, one reason.
- Call only program members, meaning people who are already your customers.
- Remove anyone who said “don’t call” from the list for good.
When customers call about their points
Questions like “How many points do I have?” and “How do I use them?” come up a lot. Whoever answers should have to hand:
- The rules in plain words: for example, 3,000 so‘m in points for every 100,000 so‘m spent.
- When points expire and where they can be used: in store, online or both.
- The tiers and the discount at each.
- Who can see a personal balance and where. If you don’t have the data, don’t guess: have a manager call back with it.
Sample: points about to expire
Sado: Assalomu alaykum, this is Malika from Nafis kosmetika. Gulnora, your points expire on 20 November, so I’m calling to remind you.
Caller: I didn’t know. How many points do I have?
Sado: The till can show the exact amount by your phone number. If you like, our manager can call you today with it.
Caller: No need, I’ll check at the till. How do I use them?
Sado: They come off your next purchase, in the store or on the website. When will you drop by? I’ll note it.
Caller: I’ll come on Saturday.
Sado: Lovely, see you on Saturday. Have a good day!
The store and date are only an example. The operator didn’t invent a balance it didn’t know and offered another way instead.
How to check the effect
Split the list in two: call most of it, and skip a small part, for example every tenth person. Two or three weeks later, compare what share of each group bought something. The difference is the real effect of the calls.
For example, of 900 customers called, 180 bought (20%); of 100 not called, 8 bought (8%). So the calls added 12 purchases per 100 people. These numbers are only an example.
Handing loyalty calls to an AI operator
With AI outbound calls you pass the list as an Excel file or from your CRM. Put customers whose points expire on the same date into one auto-call and write the date into the brief. The operator calls each customer by name, in Uzbek or Russian, answers questions from the program rules and notes when they’ll come in. It makes up nothing that isn’t in its information: it says a manager will call back and creates a task.
If your customer base is in BILLZ, our team connects it with you. Results download to Excel, and you set the calling hours and daily limit. For calls customers make themselves: AI operator for incoming calls. Try it live or call 78 778 01 23.
Questions
How often can we call about the loyalty program?
Only when there’s a specific reason: expiring points, a birthday, a new tier. For example, no more than once a month per customer. If they say “don’t call”, don’t.
Call or SMS: which is better?
SMS is cheaper but can’t answer questions. On a call the customer asks, understands the rules and names a day to visit. You can combine them: SMS first, then a call if needed.
What data may we put in the list?
Only what’s needed: name, phone and the reason for the call. Uzbekistan has a law on personal data: if in doubt, ask a lawyer.