Member follow-ups for a baby store chain.
How a baby store with four outlets in Sarawak turned a drawer of paper member forms into friendly reminders, sent at the right time.
Follow-ups · Wed 7 Oct
To send42Replied11
M-20418Tiong Yuk HuaDiapers L, 60sEvery 4 weeks1,240 ptsM-18802Dayang NorhayaFormula stage 3Every 3 weeks860 ptsM-21130Lenny JugahBaby wipes 80sEvery 6 weeks410 ptsM-19235Ngieng Siaw PingDiapers M, 64sEvery 4 weeks1,020 ptsM-16654Hii Chung KiongEzra turns 1RM 10 voucher2,310 ptsM-19971Kumang NyalauDara turns 3RM 10 voucher540 ptsM-17730Wee Chiong JinJoelle turns 2RM 10 voucher1,180 ptsM-14420Sim Siok EngSibuWorth RM 151,500 ptsM-20077Masni BujangBintuluWorth RM 8.20820 ptsTiong Yuk Hua
- Outlet
- Sibu
- Child
- Elijah, born 14 March 2024
- Points
- 1,240 · worth RM 12.40
- Messages
- Agreed at sign-up, 14 May 2023
WhatsApp · sends at 10:00 amHi Yuk Hua, Elijah’s diapers (L, 60s) usually run out about now. Reply 1 and we’ll keep a pack for you at Sibu. You have 1,240 points, worth RM 12.40.You have 1,240 points, worth RM 12.40.10:00
On screen: Points, birthdays and reminders on WhatsApp.A real project. The business isn’t named, and names and figures on the screens are changed.
- Business
- Baby and mum stores, Sarawak
- Team
- About 25 staff, 4 outlets
- Members
- About 6,000 parents
- Works with
- Their POS, WhatsApp
- First version
- 3 weeks
- Project size
- Focused, from RM 5k
How members worked before.
Four counters, a drawer of paper forms at each, and stamp cards that parents kept losing.
Members signed up on a paper form. The forms sat in a drawer at each outlet.
Points were stamped on a card, and parents lost the card.
Parents bought diapers and formula every few weeks, but only when they remembered, and often somewhere else.
What happens after the parent pays.
The counter stayed the same. What happens after the sale changed.
Every parent becomes a member in seconds.
Staff type a phone number to find points and kept items, and new parents add a child’s name and birthday.
Tiong Yuk Hua
Member since May 2023 · 012-4••• 118
Each morning, the messages are drafted for you.
It knows how often each parent buys diapers, wipes or formula, and drafts a message before they usually run out.
Today’s follow-ups · Wed 7 Oct
By ruleBy outletPreview · Tiong Yuk HuaHi Yuk Hua, Elijah’s diapers (L, 60s) usually run out about now. Reply 1 and we’ll keep a pack for you at Sibu.Preview · Hii Chung KiongHi Chung Kiong, Ezra turns 1 on Saturday! Here’s a RM 10 voucher, at any outlet until 31 Oct.Preview · Sim Siok EngHi Siok Eng, your 1,500 points (worth RM 15) expire on 31 Oct. Use them at any outlet.A personal message, not a blast.
When parents reply, the outlet answers from the same number or keeps the item aside for them.
You decide who gets what, and when.
Switch on or off simple rules for running low, birthdays, expiring points, back in stock and parents who haven’t visited.
Follow-up rules
All rules6Messages| Rule | When | Sent | On |
|---|---|---|---|
| Running lowBought diapers, wipes or formula | A few days before they usually buy | 214 | |
| Child’s birthdayMembers with a child’s birthday | 3 days before, with a RM 10 voucher | 61 | |
| Points expiringPoints that expire at month-end | Early in the month they expire | 158 | |
| WelcomeNew members from the counter | The next morning | 186 | |
| Back in stockAsked for an item that was out | When it arrives at their outlet | 22 | |
| Haven’t visitedNo purchase in 90 days · paused 28 Sep | Once, with their points | 47 |
Each part is a feature with its own fixed price, agreed before we start. See how this project was priced or get a fixed quote for yours →
From the counter to the marketing desk.
The counter signs parents up, marketing sets the rules, and each outlet answers its own parents’ replies.
- Counter staff
Sign up members and use points at the counter, in seconds.
- Outlet managers
See which parents replied, and keep their items ready.
- CUMarketing · Christabel
Write the messages and set the rules, without a spreadsheet.
- PNOwner · Pauline
Sees members by outlet, and who comes back.
- No more paper member forms.
- Parents reminded when they need it, by name.
- No more WhatsApp blasts to everyone.
A focused start, then WhatsApp.
Focused first phase, other features quoted separately. Members and points came first; once every outlet was signing parents up, the WhatsApp follow-ups were added.
Members and points at the counter
Follow-ups on WhatsApp
Want your members to hear from you like this?
Questions about this system.
What did this project cost?
Focused, from RM 5k, for the first phase. The features added later were quoted separately, each at its own fixed price.
Do we need a WhatsApp Business account?
Messages go out through WhatsApp’s business platform, from your own business number. We set it up with you. WhatsApp charges a small fee for each message, at its own rates.
Is it allowed to message our members?
Members agree to messages when they sign up, and the date is recorded. Anyone can reply STOP and is never messaged again. We go through your privacy notice with you, but your own adviser should confirm it.
Can we start with points only?
Yes. That is how this project started: members and points at the counter, a focused project from RM 5k. The WhatsApp follow-ups were quoted on their own when the team was ready.
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- 1
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- 2
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- 3
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Your written quote within 3 working days of the call.
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