How Shopgenie helps you manage customer marketing.
When an opted-in contact in your CRM unsubscribes from future SMS or email marketing, it’s called an opt-out. CAN-SPAM, Canada’s CASL, and other protective laws like A2P 10DLC require Shopgenie to have an opt-out process in place for your registered business.
In this article, you’ll learn about opt-outs in Shopgenie.
How Shopgenie manages opt-outs
Shopgenie syncs your customer data from the management system you use. If customers are marked as opt-outs in your management system, Shopgenie reads that and will not market to those customers.
Shopgenie's online scheduler includes marketing opt-in language. This means that any customer who has completed an online booking has also approved marketing communication from your shop.
Shopgenie automatically adds opt-out language once a year per customer. This means that your marketing messages remain compliant with rapidly evolving privacy legislation by allowing customers the option to remove themself from your marketing list.
Shopgenie automatically turns off marketing in your management system and for the specific SMS and Email channels in Shopgenie when a customer opts-out from messaging.
When you enter customer phone numbers manually in your management system, it's important to make sure marketing status is accurate for the customer. If a contact receives continued communications from your company after they believe they've opted out of communications from your entire company, it can result in complaints and this could put your account at risk for compliance issues.
How automatic customer opt-outs work
Here’s a few things to keep in mind when you manage opt-outs:
- It’s mandatory to include an unsubscribe link in all of your email campaigns. By default in Shopgenie templates, we’ll include the unsubscribe link and your business information in the email footer for you.
- Customers must be able to opt-out of receiving SMS messages from your business and you must be 10DLC registered to send text messages. Shopgenie helps get your business registered and uses an SMS provider that has a hard-stop system, automatically detecting if a customer responds with any of the standard opt-out phrases: “stop, cancel, end, quit, unsubscribe, stopall” — this will unsubscribe that customer from all future Shopgenie messaging. A customer can re-subscribe to your marketing at any time by messaging you "START".
How to manually disable marketing for a customer
Within Shopgenie you also have the ability to manually disable email and SMS marketing for all future outgoing messages to a customer. Navigate to your customer’s info in the inbox and switch off the channel. Our system will sync that status to your management system, but you may want to double-check this worked to ensure future marketing from other 3rd party applications you may use doesn't get sent.
