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New Customer Welcome Message (NCWM) Feature

The Automatic NCWM is an innovative feature designed to streamline the process of welcoming new customers to your pharmacy.

Justin avatar
Written by Justin
Updated over a year ago

Overview - What is a New Customer Welcome Message?

The Automatic New Customer Welcome Message (NCWM) is an innovative feature designed to streamline the process of welcoming new customers to your pharmacy. This feature eliminates the need for manual input and enhances customer engagement by sending personalised welcome messages automatically.

Benefits

The Automatic NCWM feature offers several benefits:

  • Automatic: Reduce the workload of busy pharmacists and the dispensary team by automating the process of sending welcome messages to new customers.

  • Read Rates: SMS open rates are 98%, whereas email open rates are as low as 20% for other channels like emails

  • New to Pharmacy: Get the competitive edge above your competitor by offering an enhanced customer experience that will drive brand loyalty from the very beginning.

  • Enhances Customer Experience: Impress new customers with a prompt and personalised welcome message that makes them feel valued.

  • Increases Retention Rates: By providing a low-touch, automated welcome, you can potentially improve new customer retention rates, leading to increased profits.

Getting Started

Enabling the Feature

  1. Log in to ScryptHQ.

  2. Navigate to the Settings page.

  3. Find the option labelled "Send New Customer Welcome Message automatically".

  4. Check the box to enable the feature.

  5. Don't forget to press SAVE

Usage Instructions

Once the feature is enabled, the process is entirely automatic. The welcome message will be sent to new customers who meet the criteria.

Who will the message be sent to?

The NCWM will only sent to new customers who meet the following criteria:

  • A new profile was created in your Dispense Software.

  • Over the age of 18.

  • Has recorded mobile number.

Customising the Message

  1. Review the default New Customer welcome message in the communication settings.

  2. Click Custom Messages > Default Messages > Find New Customer Welcome Message > Click Edit

  3. Modify the message to align with your pharmacy's branding and communication style.

  4. Press Submit to save the message

Examples for customisation

Intention

Considerations

Example

Include an offer for New Customers to return within 30 days.

This message may require establishing a process at POS and staff training to ensure a smooth process the next time a customer returns.


Make a time-sensitive ONCE-off offer - adding a sense of urgency.
​

Hi <<FirstName>>, Thank you for visiting <<PharmacyName>>, We look forward to seeing you again soon! This is our direct SMS contact number if you need advice or assistance you can reply here or call <<PharmacyPhone>>. Show our staff this message during your next visit within 30 days to receive a 10% discount on non-script items.
Click this link to save our store details on your phone <<ContactvCard>>

Troubleshooting

Common Issues and Solutions

  1. Issue: The message is not being sent to every new customer.

    • Solution: There is an eligibility criterion that must be met for a NCWM to be sent. Please check that the messages sent align this to the criteria. If so, then no action is required.
      ​

  2. Issue: No welcome messages are being sent.

    • Solution: Ensure that the "Send New Customer Welcome Message Automatically" setting is turned on. If the issue persists, please report it to Scrypt Support.

Still need help?

  • Live Chat: Click the big yellow button at the bottom right of the screen for instant assistance.

  • Email: Reach out to us at support@scrypt.com.au.

  • Phone: Call our support hotline at 1800 SCRYPT.

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