Overview
The Guest Directory, within the Otter Dashboard, gives Otter users insight to learn more about their customers' behaviors, trends and loyalty. This information allows you to optimize operations and take steps to maintain or help create a loyal customer base.
From the Guest Directory, you can view:
- Customer contact information
- Loyalty status & point details
- Customer order history
- Marketing subscribed status
Guest Directory Report
On the Guest Directory page, you can view information for your customers and their ordering behavior.
To access the Guest Directory report— From the Otter Dashboard, select Apps > Guest Directory.
You’ll be able to filter your view per Brand, Locations, Fulfillment mode, and Marketing— as well as searching the report by customer name, phone number, or email.
You can also choose to view reporting for:
- All guests: All guests that have ordered from your business
- Loyalty Members: Customers that are enrolled in your loyalty program
- Recent guests: Customers who have placed an order within the last week
- Lapsed guests: Customers who haven’t placed an order within 90 days.
- Active guests: Customers who have placed an order within the last 90 days.
Guest Details
To view a customer’s profile and overview of interactions with your business (including Loyalty information), just click on a customer listed in the Guest Directory report.
The Guest Details page will pop up, showing:
- Overview of customer profile and total order history
- Loyalty points earned and rewards history
- Recent order information
Learn more about each section on the Guest Details page below.
Customer Profile Overview
Here you can see the customer’s information and a total historical order overview (excluding any cancelled orders). This gives you a high level overview of a specific customer’s ordering behavior with that brand/location within your business.
Loyalty Information
For the selected customer— you can see the currently available total of loyalty points, reward history of redeemed or earned points, corresponding order information, and you can adjust their reward balance.
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To view more information on a Reward History action listed, just click on the listed line to bring up the History details.
Check out the different types of Rewards action types and what they mean:
Name Action Details Image Purchased Reward was earned through a completed order placed. From Overview
From History Details
Redeemed Reward was redeemed and used towards an order total. From Overview
From History Details
Manual Adjustment Reward was manually added or deducted by a user in the Otter Dashboard. From Overview
From History Details
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Follow the steps below to manually adjust a reward balance from the Otter Dashboard.
Step Process Image 1 From the Guest Directory, click on a customer listed.
Click [Adjust balance] from the Guest details.
2 Select Plus to add points or Minus to deduct points from Reward total. 3 Enter the amount of points to add or subtract. 4 Review New Balance to ensure correct adjustments.
Click [Adjust] to confirm manual adjustment.
Recent Orders
This table will show information for all recent orders for that customer profile. You can click on a transaction listed to view order and fulfillment details.
Troubleshooting
- If you’re unable to pull up a guest by searching their phone number listed for their account— first double-check the number entered is correct. If correct, try excluding the area code. If you’re still having trouble, try searching by name or email instead.
FAQs
- To adjust Rewards balance, a user needs to have the Organization Loyalty Points Balance Adjust permission in the Otter Dashboard.
- No— Currently, you can only manually adjust Rewards balance from the Otter Dashboard Guest Directory.
- At this time, the Guest Directory report shows customers per order. It’s also possible that the customer information entered has slight differences— registering them as separate customer profiles. To get an overview look for one customer’s Guest details/history, click on the user listed.
- No— Currently, there is no way to merge customer profiles.
Still need help? Reach out to our team:
| Chat with support by clicking the chat icon in the bottom right corner of the Otter Dashboard. |
+1 (888) 681-8837 Send us a text to the number above for assistance over text message. |
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