Lightspeed Loyalty

HallieTT88HallieTT88 Member Posts: 6

Is anyone else using Lightspeed Loyalty? My understanding was that there would be a V2 out by now with some additional updates, but I can't find any discussion on this. I was excited to get on board with the Lightspeed version rather than using Kangaroo or Thirdshelf because the pricing was much more affordable, and the format seems pretty simple and well-integrated, but it does lack some things that I would like to see. One concern is that there is no way to set an expiration date for points earned, so once someone makes a big purchase they have an endless bank of points to redeem, which affects what rewards we might want to offer. Another issue with no expiration date of points is that when you set up "VIP" status as a certain number of points, after a period of time, everyone who shops occasionally becomes a VIP, so the rewards associated with this also need to be what you offer every regular customer rather than true "VIP's". I also wish we could add scan cards/key fobs to scan where we add the customer name - it would help immensely at checkout to avoid errors with imputing customers (including duplicates) and also further enforces the loyalty concept. Does anyone know of any updates coming, or can you offer suggestions about how Lightspeed Loyalty is working in your store? We're just in the process of getting ours up and running and I would value any input.

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26 comments

  • GWAGWA Member Posts: 13

    We had conversations with Kangaroo and their program seemed outstanding. We waited on Lightspeed rewards to roll out, and we were unimpressed with their first stab at it. Seems to me that they are more concerned with the monthly fee than getting the program right. Any comments on Kangaroo vs Lightspeed??

  • HallieTT88HallieTT88 Member Posts: 6

    We looked into Kangaroo and Third Shelf and both were appealing in different ways. I liked that Lightspeed Loyalty was a little simpler and cost-effective, but now I wish I had revisited Kangaroo and Third Shelf before pulling the trigger on Lightspeed Loyalty. I did a demo with both, but haven't really used them so I'm not sure I'm the best at answering that question. It's been a while since we did the demo. The lack of points expiration is a huge sticking point for us, and I'm kind of regretting not going back and doing a second demo with both Kangaroo and Thirdshelf. Both had some added features that Loyalty doesn't have but they were more expensive too. We signed up on a promo before Lightspeed Loyalty was launched and I was expecting a few more updates which we haven't seen. Disappointed so far, but maybe something is coming...

  • AhmedRachediAhmedRachedi Member, Lightspeed Staff Posts: 35 Lightspeed

    Hi @HallieTT88 ,


    thank you for your feedback, it is very much appreciated as we constantly work towards improving our services and features.


    This is also the case for Lightspeed Loyalty as we've added features that we might not have delved into with you yet.


    If you want us to schedule a one on one conversation regarding Loyalty it would be my pleasure to reach out and set it up.


    If you have any other questions do not hesitate to contact us.

    Best wishes,

    Ahmed Rachedi

    Ahmed Rachedi
    Lightspeed Customer Success 

    866-932-1801 ext 2 (Toll-Free)
    514-907-1801 ext 2 (Montreal)
  • HallieTT88HallieTT88 Member Posts: 6

    Yes, Let's set up a call time. I would like to know what these improvements are, and hoping we can start actually using Lightspeed Loyalty soon.

  • vyperr3vyperr3 Member Posts: 5

    @GWA monthly fees and pay walls is Lightspeed's middle name :)

  • fansfans Member Posts: 31

    Maybe it is more interesting for us to do the discusion here? .So we can follow . i'm thinking on using Lightspeed Loyalty to, in future .


  • dsteinbeckdsteinbeck Member Posts: 23 ✭

    What I do not understand, is why Lightspeed would release a Loyalty program and not include ecom purchases?

    This is my second time around - attempting to get onboard with Lightspeed's Loyalty program. I didn't find out about the lack of ecom loyalty support the first time until after they made me pay. I cancelled and said that I would be interested, once ecom was included.

    I was contacted a few weeks back, from someone in sales, letting me know that Loyalty now included ecom purchases and that ecom customers can redeem their points. Again, they took payment right away and scheduled me for training a couple of weeks later (which happens to be today...) Needless to say I was extremely frustrated after wasting an hour on a webinar, only to find out that ecom is still not part of the loyalty offering.

    We use Thirdshelf, and have been happy with it, but was attracted by some of the functionality and costs of Lightspeed loyalty.

    30% of our business comes in via ecom and to not have those customers included in a Loyalty program for what is supposed to be an "Omnichannel" offering is ridiculous.

  • sinansinan Member, Moderator, Lightspeed Staff Posts: 7 moderator

    Hi @dsteinbeck,

    Thank you for your feedback, we completely understand that you would expect our Loyalty solution to work across eCom and Retail. The good news is that Omnichannel Loyalty is currently in a Beta phase, it is being tested and will be available soon!

    Have a great day,

  • NealTaflingerNealTaflinger Member Posts: 2

    We are big fans of Lightspeed products and were already using POS/analytics/ecom when a sales rep pitched us on loyalty. We were using Thirdshelf at the time and Lightspeed Loyalty seemed great. As an early adopter, the reality has been underwhelming and I regret switching. I hope LL becomes the product I was promised but right now I am focused on cleaning up the mess switching from Thirdshelf caused so that we can get some value out of LL over the holidays.

  • GeoffreyHawkGeoffreyHawk Member Posts: 12
    edited November 2019

    I would echo the previous comment. The system doesn't seem fully developed. Embedded help support (click a "?" with the specific app GUI item in question) would help. Editing one-time rewards is problematic -- cannot delete a reward once it is created, so we just blank out the text. We purchased the Loyalty add-on in March and were 'assured' that the eComm integration would occur within 'a few weeks'. Didn't happen after 8 months of waiting. When will that happen?

  • castawayyarnshopcastawayyarnshop Member Posts: 1

    I have been waiting almost a year for a feature they say is at "the top of the list"... (excluding certain categories from earning points). We made the switch from TS too and it's been rough to say the least. I find with LS that the sales team doesn't know the products well enough and they made promises and assurances to get you to buy, then once you buy you are sort of on your own. Their prices are good though, we are saving by buying all of their products, we just have to work for it!

  • Az TroenkrasnowAz Troenkrasnow Member Posts: 1

    From my understanding talking with both sales and support ecom and product exclusion should both be ready sometime in January

  • TheUltimateDeckShopTheUltimateDeckShop Member Posts: 6

    Wait...ecom ISN'T currently working in Loyalty?

    We were explicitly told that it was and as such, signed up and paid.

  • dsteinbeckdsteinbeck Member Posts: 23 ✭

    No is isn't. We faced the exact same issue you did. I only found out that ecom was not supported in Loyalty after I paid for the add-on and spent an hour in a training session. I had to ask the instructor after the session and all he was able to tell me was that it was in "beta" and was supposed to be ready for prime time sometime in the near future. I'm pretty sure it will be happening at some time, but as far as I know, it's still is not ready.

    Unfortunately Lightspeed has had an issue with their sales people being disconnected from the reality of what their system can do.

  • HeatherHeather Administrator, Lightspeed Staff Posts: 94 moderator

    Hello everyone,

    We're currently testing our omnichannel loyalty solution in a private beta and it's expected to launch very soon.

    Thanks for your patience as our team of developers and beta users continue to test.

    Best,

    Heather

    Lightspeed
  • savvychicsavvychic Member Posts: 13

    So is lightspeed loyalty currently not available?

  • dsteinbeckdsteinbeck Member Posts: 23 ✭

    Heather, can you please provide an update as to when Loyalty for Omnichannel users is going to be through the testing phase?

  • fansfans Member Posts: 31

    Normaal was Loyalty aangekondigd om in februari omnicannel te gaan . door Lightspeed zelf aangekondigd ; dat is de reden waarom ik het abonnement ook genomen heb. bijzonder spijtig dat het en verkoopspraatje was die niet meer van deze tijd is , zeker in deze Corona tijden nu onze trouwe klanten on line kopen maar dat we ze nu geen punten kunnen geven om hen te belonen :(.

  • dsteinbeckdsteinbeck Member Posts: 23 ✭

    Why isn't Lightspeed commenting or answering questions here???? Omnichannel Loyalty has been promoted on the ecom backend for months and months.....

    "Presenting Omnichannel Loyalty: Turn Every Shopper Into a Regular"

    Please give us a date when the "Beta" -- running at glacial speed -- will finally be done!

  • HeatherHeather Administrator, Lightspeed Staff Posts: 94 moderator

    Hi @dsteinbeck

    My sincere apologies for the delay.

    I've been told that Omni Loyalty will be available April 20th!

    Lightspeed
  • dsteinbeckdsteinbeck Member Posts: 23 ✭

    Great news -- fingers crossed. Thank you.

    Get this one over the finish line so you can get going on Omnichannel gift cards!

  • dsteinbeckdsteinbeck Member Posts: 23 ✭

    Heather...are we there yet???

  • HeatherHeather Administrator, Lightspeed Staff Posts: 94 moderator

    Hello @dsteinbeck

    Omnichannel Loyalty is available! Omnichannel gift cards are not, but I will pass on your feedback to our Product team.

    Lightspeed
  • dsteinbeckdsteinbeck Member Posts: 23 ✭

    Heather that's great. Who do I contact to find out details about Omni Loyalty?

    Also regarding Gift Cards and feedback for your developers. I just paid AdVision for their Omni Gift Card solution that was setup within a day or so. Works great and could be a good model for your team to follow.

  • HeatherHeather Administrator, Lightspeed Staff Posts: 94 moderator

    Hey there @dsteinbeck

    I recommend that you speak with your Account Manager, Alicia. She can demo the system for you and show you how Loyalty works for omni. I'll ask her to reach out!

    Thanks for your feedback about @AdVision! They're one of our certified partners and we have a lot of customers who have been very happy with their work. I'm so glad to hear that you had a positive experience and I will pass on your feedback to both our partner and product teams.

    Lightspeed
  • VintageWineGuyVintageWineGuy Member Posts: 76 ✭

    Hey @Lightspeed Team , I just want to say thank you for getting Loyalty working on Omni. I think I turned it on Day 1 and my customers have been super happy that they can earn and redeem online. Still some bumps and improvements in core functionality needed, but my customer feedback has been positive. People really like to see their awards and points from their my account page. I really appreciate the effort - please keep it up on Loyalty!

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