What does it mean to "Claim" a Benefit?
Claiming a benefit is different from issuing or redeeming a benefit. "Claiming" a benefit is when the customer explicitly issues the benefit to their profile via a button in an email or other direct action - as opposed to the standard rules based process powered by reactions or direct integration via the API.
If a customer "Claims" a benefit, they are now instantly eligble to "Redeem" it. "Redeeming" a benefit is the process of using the benefit - this could be in-store or online.
To enable the Claim Benefit feature for a particular Benefit Definition, you must first toggle on "Is Claimable" in CX Manager.
How does Claim Benefit work?
Say, for example, the Benefit is a sample product gift box - available to all of your registered customers on a fixed date each quarter. The gift box can be picked up in-store or online. However, stocks are limited to 500 and there is a limit of one box per customer.
To be eligible to receive this benefit, they must claim it during the active claim period, once claimed customers must collect their box within two weeks or before stocks run out, whichever comes first.
Other approaches allow the customer to claim (issue) and redeem the benefit in one action, for example entering a competition that they are eligible to enter.
Claim Benefit Definition settings
The start and end date entered here will determine the period within which customers can Claim a benefit to their account. Outside of these dates, any claims will be rejected. This date does not affect redemption or expiry dates of any benefits that have been issued which are dynamically set as a set number of days from when the benefit was actually claimed by each individual profile.
Allows for a benefit to only be claimed during specific times during the claim window. For example the claim window might be open for a full week, but customers can only claim the between 9am-5pm on weekdays and 9am-12pm on weekends
Claim Profile conditions
The attributes of the profile that must be true in order for the claim option to be available. For example tier=gold or joined_location=emporium
Other Benefit Definition settings
By combining the Claim Benefit setting with other Benefits settings you can deliver a variety of personalised campaign experiences for your customers.
The total amount of redemptions available to an individual once they have claimed/issued the benefit to themselves - for example, 1 gift per person, or max 3 uses, or unlimited use until it expires.
How long an individual customer has to use the benefit after it is issued to them. For example "You can redeem your gift by 23 Jan 2021. This date is known as the expiry date of an individual customer benefit.
Global Redemption limit
Is the total benefit redemptions available? For example "500 gift boxes available". A customer can only redeem the benefit as long the stock is available. Once reached, no more Claims and Redemptions are allowed.
Redemption end date
Is the global end date for a particular Benefit Definition, regardless of the individual claim windows or expiry dates. Once reached, no more Claims and Redemptions are allowed.
When can a customer claim or redeem a Benefit?
To claim a benefit:
- The benefit definition must be marked as "Is Claimable" in CX manager
- The Claim 'window' must be open - The claim start date must be in the past and the claim end date must be in the future
- The customer is eligible to claim the benefit based on the claim profile conditions being met
- The customer has not already claimed an instance of this benefit definition
- The Global Maximum Redemption limit or Redemption End Date has not been met for this definition
To redeem a benefit:
- The customers' instance of the benefit must be active - issued in the past, and not yet expired
- The customers' instance of the benefit has not reached its individual max redemption count
- Redemptions must be open - the redemption end date for the benefits definition must be in the future if present
- The benefit definition has not reached its Global max redemption count
Why use Claim Benefit?
Claim Benefit is designed to help manage the distribution and uptake of Physical Benefits with limited quantity such as free gifts. Claim Benefit can be employed for a number of use cases, including:
Campaigns - You can use Claim Benefit when you want to generate a one-off benefit for a campaign, and no ongoing logic is required. The Claim Benefit function allows brands to avoid the “spay-and-pray” approach of a generic "free gift with purchase" and means that brand can curate and capture who the benefit is sent to, issued to, and redeemed by.
Third-party Promotions - If you're a brand that curates other brands in your stores, you might like to offer third-party brands the "Claim Benefit" feature to help drive uptake of that brand and provide performance reports to them.
Competition Entries - you can equate claiming a benefit to entering a competition. Omneo even allows you to randomly choose X number of people who have claimed the benefit and download them in a CSV making it an easy competition draw system.
Event RSVP - A benefit claim could be treated as an Event RSVP - where the Global Max Redeem limit can be used to control the number of people allowed to register. Redeeming the benefit (their claimed ticket) can be used to mark them off the door list as they arrive.
Link to other Incentives - the act of claiming or redeeming a claimed benefit can be used as a trigger for other mechanics like points, rewards, status and achievements. Combined with the unique voucher code features of benefits the only limit to the use cases fro claimable benefits is your imagination.
Minimise wastage, maximise engagement - 'Claim Benefit' encourages customers to actively elect their interest in getting their incentives, increasing their likelihood of shopping and redeeming within the campaign period. The endowed progress effect suggests that if customers feel like they are given a “head start” on earning their rewards are more likely to continue to participate in the redemption of it.
If you don’t want to issue physical benefits to people, but you are interested in the ‘claim’ mechanic in general, read about the Claim Rewards feature which works in a similar way but also has additional options to provide even more flexibility in your personalised incentives.