How Does it Work?

First, it's important to note that clients will need to have an Agent Connect account, utilizing our Feedback product in order to run a Rewards program. The client will also need a Snappy account where they'll manage their Rewards campaigns, budget reporting, and more. Assuming both of these things are true, setup is simple!

1. In your Agent Connect account, an Admin user will head to Settings > Areas of Excellence/Rewards

2. On the Areas of Excellence/Rewards page, select Rewards

3. The Admin will see a modal appear asking if they'd like to connect their Agent Connect account with a Snappy account -- select Connect with Snappy

4. The Admin will need to copy their Snappy API key (from their Snappy account) and paste it into the Snappy API Key field, once finished, click Save

5. Now that the accounts are connected, it's time to set up each reward level. Click on the Small reward icon, and in the modal that appears, select the Snappy campaign that they'd like to associate with the Small reward level in Agent Connect and the reward icon/label they'd like to appear in their survey for customers to choose from. Once finished configuring the Small reward level, you'll do the same for the Medium and Large reward levels.

• We recommend setting up your Snappy campaigns (one for each reward level -- small, medium, and large) before beginning configuration in Agent Connect.

• You may choose to set up campaigns specific to your rewards program (Small, Medium, or Large Rewards Campaign) or you can use campaigns that already exist in your Snappy account if you prefer. Please note: we recommend creating campaign-specific to each reward level as described above because agents will be able to select any gift present in the campaign of the reward level they earn (ie. if an agent earns a Small reward, they'll be able to see ALL gifts present in the campaign associated with the Small reward level). If you decide to use a campaign that already exists in your Snappy account, and that campaign contains gifts of a higher budget than you intend to grant an agent who earns a small reward, you will not be able to limit the agent from selecting the higher budget item.​​

6. Once you have connected a Snappy campaign with each reward level in Agent Connect (small, medium, large), you will now walk through setting up Rewards thresholds for each reward level.

• Thresholds = how many votes does an agent need to earn to receive a reward at any level? Typically, clients use ~25 votes for small reward, ~50 for medium, and ~75-100 for a large reward, but the thresholds you select are entirely up to you! The more expensive the reward items in your Snappy campaigns, the higher you may want to make your rewards thresholds to balance spending on your rewards program). You must utilize Rewards Thresholds in order to fulfill rewards via Snappy.

7. Next, select whether customers will see the option to give an agent a reward vote in their feedback survey when the customer has given 4 stars or higher, or if customers will only see the option to vote to give the agent a reward if they have given the agent a 5-star rating.

8. Remember to save your settings when you've completed these steps! Now, your rewards program is ready to go!

Now that the rewards program is configured inside of Agent Connect, we'll keep track of customer votes toward agent reward thresholds automatically. Once an agent has received enough votes to earn a reward, a manager/admin can go to the Rewards Report in their Agent Connect account and click Fulfill when they're ready to fulfill the earned reward.

Clicking Fulfill will mark the earned reward as fulfilled (setting the Earned Rewards count back to zero for that agent/reward level) and Agent Connect will call out to Snappy to let them know it's time to send the agent their reward.

Snappy will send an email to the agent so that the agent can choose the reward they'd like to receive from the appropriate campaign. Snappy will then handle shipping the reward out to the agent!