01
Build stronger relationships
Give customers a simple way to ask a question, share a preference or tell you what they need. A helpful reply builds the trust that brings them back.
Know the people behind the purchases.
Get my free report TWO-WAY COMMUNICATIONGood conversations.
Good conversations.
More return visits.
Keep the conversation going with Futhi. Send personalised SMS and email messages, manage replies and give your customers a reason to come back.
SMS & email replies Customer insights Personalised follow-ups
FUTHI INBOXExample conversation
Thandi M.Parkwood coffee regular
SMSWe miss you, Thandi. Enjoy R20 off breakfast when you spend R80 or more before Friday.
09:10Can I use it on Thursday morning?
09:12Absolutely. Your reward is valid until Friday. See you for breakfast!
09:14Question answered. Next visit in mind.
TWO-WAY SMS TWO-WAY EMAIL CUSTOMER SEGMENTATION WALLET PUSH NOTIFICATIONS
BUILD THE TRUST THAT BRINGS MORE SALESSend a message.
Send a message.
Make room for a reply.
From a quick reward question to useful feedback, Futhi helps you stay close to the people who choose your business.
02
Hear feedback while it matters
Find out how the visit went while the experience is still fresh. Respond to a concern, thank someone for a compliment and use their feedback to improve your service.
Listen, respond and make the next visit better.03
Resolve questions sooner
Clear up an offer’s terms, explain how to redeem a reward or help with a booking query. Keep incoming replies in view so your team can follow up.
Small answers can remove a reason not to return.04
Make your marketing personal
Combine customer conversations with visit and spend patterns. Send relevant offers to new customers, loyal regulars and people who haven’t visited in a while.
The right offer starts with understanding the customer.05
Create more reasons to buy again
A personalised offer can start a conversation that leads to another sale. Answer questions about it and help the customer take the next step.
Turn interest into a visit, a booking or a purchase.06
Become part of your neighbourhood
Whether you’re in Fourways, Cape Town or Ballito, customers value a business that listens. Ask what they’d like to see and let their ideas shape your local offering.
Build a business people want to recommend.SOUTH AFRICAN CUSTOMERS. EVERYDAY CONVERSATIONS.See what a useful
See what a useful
conversation looks like.
Local offers, familiar places and a personal reply that helps the customer take the next step.
PARKWOOD, JOHANNESBURG
Bring back a coffee regular
R20 offa breakfast spend of R80 or more
YOUR MESSAGEWe miss you, Thandi. Pop in before Friday and enjoy R20 off when you spend R80 or more on breakfast.
CUSTOMER REPLIES“Can I use it on Thursday morning?”
YOU FOLLOW UPAbsolutely. Your reward is valid until Friday. See you for breakfast!
SANDTON, JOHANNESBURG
Keep the next shop in mind
10% offthe next purchase after spending R800
YOUR MESSAGESpend R800 or more this weekend and get 10% off your next purchase within 30 days.
CUSTOMER REPLIES“Can I use the reward at your Fourways branch?”
YOU FOLLOW UPYes, your reward works at both our Sandton and Fourways branches.
UMHLANGA
Fill a quieter salon slot
R50 offa weekday appointment of R350 or more
YOUR MESSAGEHi Nomsa, ready for a fresh look? Book a weekday appointment of R350 or more this month and enjoy R50 off.
CUSTOMER REPLIES“Do you have space on Tuesday afternoon?”
YOU FOLLOW UPWe have 14:00 available. Would you like us to book you in?
Illustrative conversations and offers. Amounts are in South African rands. Set reward terms and participating branches to suit your own business.
ONE CUSTOMER RELATIONSHIPMake each message
Make each message
more relevant.
Know your customers
Use customer profiles and RFM segmentation to understand recent visitors, loyal regulars and customers at risk of drifting away.
Explore RFM analysisKeep replies in view
Send SMS and email messages, manage incoming responses and help your team pick up the conversation.
Stay top of mind
Build personalised customer journeys and use wallet push notifications to remind people about rewards and reasons to return.
MEET YOUR AI MARKETERLet Richie keep
Let Richie keep
the follow-ups moving.
Richie uses visit and spend patterns to find opportunities, send personalised campaigns and learn from the results. Your team can focus on helpful replies and looking after the customer.
- Relevant messages for different customer groups
- Automated campaigns that encourage another visit
- Results that help you see what is working
GOOD QUESTIONSLet’s talk
Let’s talk
about the details.
What is two-way communication?
It’s a conversation your customer can take part in. You send an SMS or email, the customer replies, and your team can respond. Futhi helps you send messages and manage the responses as part of your loyalty programme.
Which channels support customer replies?
This feature focuses on SMS and email conversations. Wallet push notifications are another way to keep customers engaged, but they are separate from the two-way SMS and email inbox.
How does it help customer service?
Your team can answer questions about rewards, respond to feedback and help with queries directly. Set a clear routine for checking replies and make sure someone is responsible for following up.
Can I personalise messages for different customers?
Yes. Use customer information and RFM segmentation, based on how recently and frequently customers buy and how much they spend, to make messages more relevant. Conversations can help you understand their preferences too.
What does it cost in South Africa?
Ask the Futhi team for a rand-based quote for your business. We’ll confirm your package, setup and any SMS or email usage charges before you start.
How should we handle customer messaging preferences?
Use clear opt-in wording, explain what customers are signing up for and respect their channel choices and unsubscribe requests. Keep messages relevant to the relationship they have with your business.
Make the next conversation
the start of the next visit.
Tell us about your business. We’ll show you how Futhi can help you build stronger customer relationships.