Zenreach FAQs

The search field in your contact list will only locate contacts by email address. If you have entered an address in the search field and are still unable to retrieve the customers profile, its possible this contact has been moved to an unsubscribed, inactive or invalid status. It will only appear when the correct filter is selected. These filters can be found under the Hidden Contacts tab. Contacts found in any of these statuses will not receive messages from you.

There are a few actions that will cause contacts to be moved to invalid and inactive statuses. Contacts will be marked as invalid if repeated delivery attempts are unsuccessful due to hard or soft bounces.

Contacts will be marked as inactive if they have received at least 20 messages, but have not opened any of them, or if they have flagged a message from you as Spam. Inactive customers will be reactivated if they open the final sunsetting email or any previous email they have received from you.

Learn more about how we help you maintain a clean list with our Sunset Service.

Email header & body

Make a memorable first impression with an attractive email header or photo.The maximum width of an image within the email body is 600 px, but the image length is flexible. If you use Photoshop to create your images, we recommend selecting Save for Web and PNG 24 or PNG 8 if the image has limited colors. Images should not exceed 350 kb. Files that are larger than this will require longer download times.

Email background

An email background image can be uploaded to accentuate your brand and give your message a more cohesive appearance. The optimal image size is 1,280 x 1,300 px.

Hotspot logo

Customize your hotspot with your business or organization's logo. You can scale your image up or down once you have uploaded it, but 131 x 325 px is the maximum recommended size for your logo.

Hotspot background

A background image lends a professional, polished look to your hotspot. You can add one by selecting the Hotspot tab, clicking the Edit button, and uploading the image under the Theme tab. The ideal size is 320 x 510 px.

Image size for offers and feedback

You can add a logo to your offer or Reputation Builder settings to brand the pages your customers see when redeeming offers or leaving feedback. The recommended image size is 315 x 148 px.

Portal banner

Adding a portal banner is a great way to draw your customers attention to a special or upcoming event. Under the Build tab, within your Hotspot editing screen, click the drop-down menu and select text or image from your additional messaging options. The recommended size for this image is 375 x 150 px.

Need to update your billing information?

Send an email [email protected] your business name and location. We'll be happy to assist you in updating your payment information.

Zenreach offers two types of emails to help you engage your customers and bring them back to your business.

best practices

Smart Emails

Welcome Emails and Smart Emails are automated emails sent to your customers based on their visit behavior. They are sent after a customers visit or before a customers birthday to remind them to celebrate with you. Learn how to update your emails, check out our Smart Email ideas and examples for inspiration, and understand how to use your Smart Emails as a loyalty program.

Email Campaigns

Email Campaigns are used for monthly newsletters, special events, announcements, and promotions. These emails are sent when you schedule them and are only sent one time. Learn how to build an Email Campaign and review .

Maintaining an audience of engaged customers can be a lot of work. Disengaged customers drag down your open rates, and can increase the likelihood your messages will be routed to a spam folder.

Our Email Sunset Feature ensures your messages end up in the inboxes of customers who want to hear from you most, leading to better customer engagement and email deliverability.

How does this affect my list(s)?

Zenreachs Email Sunset Feature puts to rest contacts who have not engaged with your emails. Our goal is to help you have the greatest reach possible when executing email campaigns by helping you maintain the highest email deliverability.

What constitutes a disengaged customer?

Since businesses use Zenreach in many different ways and send messages at different rates, we have developed a formula to identify disengaged, or inactive customers. Contacts who have received at least 20 emails, but have not opened any of them, are considered "inactive". Additionally, contacts who have received emails, but have interacted negatively with the email, like flagging the email as spam, will be treated as "inactive" as well.

What happens to my inactive customers?

Customers who meet the inactive criteria will be moved to that status and they will no longer receive messages from you. You can view your inactive customers once youre logged into the dashboard by clicking on the Contacts tab, selecting the Hidden Contacts filter on the right side of the page and check-marking the "inactive" box.

How can inactive customers be reactivated?

Once Zenreach has identified a customer as inactive, we send them a final Sunset email. If the customer opens this email or any other that you have sent previously, Zenreach will Sunrise (reactivate) this email address, and the customer will begin receiving messages from you again.

Reach the right customers at the right time with customized email campaigns.

Note: Depending on your subscription, you may not see some of the features reviewed in this article. Contact our support team with any questions or to make changes to your subscription.

Step 1

Click Create

Step 2

Preview templates

Click preview to view templates on different devices. You can also recreate previous email campaigns by selecting Your Previous Emails.

Step 3

Click Use to choose a template

Step 4

Fill in your subject line

You can customize the Senders Name and the email your replies are directed to, and add Text Preview.

Note: Text Preview is the text a customer sees when viewing the email in their inbox, before they option the message.

Step 5

Upload your photos and logo

Upload photos and logos by clicking into an image box.

Note: We recommend using your brands colors, photos, and designs to make the message branded.

Step 6

Adding design elements

Click and drag any design element from the left into the email template. Youll see a yellow Drop component here box to show you where youll be placing the item when using drag to design.

Step 7

Delete design elements

If youd like to delete any element from the template, click the trash can icon.

Step 8

Format a text box

Click the artist brush icon to edit the format of a text box. Style the text box background color or image.

Step 9

Edit your text

Click into the text box for all of your basic copy editing.

Note: First, highlight the text to edit it.

Step 10

Choose your theme with the Body Styling button

Change the look and feel in the background of your email using the body background editing feature. Change the background behind the text and images in your email using the background option.

Step 11

Test your email

Send a test email to yourself to proof your message before its sent to your customers.

Step 12

Preview your email

Preview what your message will look like on different devices including mobile, tablet, and desktop.

Step 13

Target your blast

Choose to send your everyone on your contact list or target specific customers by label or segment by different demographics.

Note: The default setting is all customers.

Step 14

Target based on demographics or visit behavior

The more boxes selected, the smaller your target group.

Example I: Send a special promotion to all guests whove have only visited once, check the NEW box.

Step 15

Choose to schedule the email or send right away

Send your message instantly or schedule for a specific day and time.

Step 16

Review yourresults

See how many emails were delivered, review click-through rate percentages and discover how many people came back to your business from this campaign.

Importing contacts with a .CSV file allows you to upload contacts from a spreadsheet to your Zenreach dashboard. If youre having trouble with your import, follow the troubleshooting steps below. For more information about how to import your Contacts, check out this article to get started.

Common import errors and how to solve them

No headers were detected/recognized in the uploaded file.

Use only supported header names in Row 1: Email (required), First Name, Last Name, Birthday, Anniversary, Zipcode, and Tags. Unsupported headers will cause the import tool to not recognize your file, so delete any extra columns in your spreadsheet not shown in the example.

Download our attached Import Template at the bottom of this article to easily format your contact list.

Once your file is correctly formatted, save as a .csv file (not .xlsx). You can change the file type by clicking on the file format toolbar and selecting Comma Separated Values (.csv).

Error: Unable to find email among column headers in import file

This is similar to the header issueCheck the formatting of row 1 and arrange your information according to the template posted above.

Import Complete - No New Contacts Added

This meansyou'vealready imported this list or the contacts already exist in your list. If there are no new contacts added, you will be notified that nothing was imported. Trying to add new labels to existing contacts? You can successfully add labels to customers who are already in your contacts through this method. Dont worry - well combine profiles together and dedupe if your import includes new information.

Encoding_error: Uploaded file was of an unknown encoding/type; a valid CSV is expected

To fix this error, change your spreadsheet to a .csv file by clicking Save As and select Comma Separated Values .(CSV), then save.

There was a problem with the uploaded file

If you experience this issue, contact us at [email protected] and attach the list youre working with. Were happy to troubleshoot any import issues with you!

Send messages to first time, repeat, loyal, and lost customers, automatically.

First time customer emails

Emails sent within a few hours of a customers first visit

Recommended content: Recurring event information (ex: Happy Hours, weekend specials, in-store events, etc.) and weekly specials.

Design Tips: Showcase your menu with food photos. Promote your business brand and story behind-the-scenes photos, spotlights, links, and more.

Repeat customer emails

Emails sent immediately after a guests second visit

Recommended Content: Encourage customers to share their love for your business and engage with you on social media. Include reminders for customers to book their next reservation.

Engage customers for reviews and feedback through Zenreachs reputation management widget.

Recommended Content (continued): Promote catering and online ordering (Zenreachs Button widget is perfect for this). Link to gift cards and merchandise sales. Send a special offer for a next visit. Highlight the option of booking private events (if you offer this at your business).

Lost customer emails

Emails sent to any customer who has visited twice, but hasnt returned in 30 days

Recommended Content: Remind your customers what they are missing! Incentivize them with offers to come back (check out the Zenreach Offer widget!)

Recommended Content (continued): Promote your upcoming events and provide the link to the calendar on your website.

Loyal customer emails

Recurring emails sent to customers after every 10th visit

Recommended Content: Thank your customer for being loyal and reward them for multiple visits.

Recommended Content: Remind your customer to keep returning and unlock more rewards.

Birthday and Anniversary emails

Emails sent to your guests two weeks before their special day

Recommended Content (Birthdays): Send your customers a birthday offer and remind them to book a reservation. Include information about special birthday services like bottle service and tables if this offered at your business. Offer a Bring Your Friends deal for large parties.

Recommended Content (Anniversaries): Remind your customers to book a reservation and send an anniversary offer!

Exporting Your Entire Contact List

To export a customer list in your Dashboard, visit the contacts tab in your dashboard. Then, select the contacts youd like to export. To export all, do not use any filtering options, simply click the check box, then click Select All.

segment your contact list

Once your contacts are selected, click Export Contacts.

Then click Continue, your customer list will be sent to the email address associated with your Zenreach login. You will receive an email shortly after with a link to download your contacts in a CSV file. Thats it!

Exporting Specific Contacts

To export a specific group of contacts, youll select from the filtering options on your left hand side. Select a specific group or label to export. Below is a list of the groups you can filter by and export.

Engagement Type - First, Repeat, Loyal, or Lost Customers

Visit Count - Total number of visits to your business

Last Visited - The last time your customer visited

Labels - Using labels you can into smaller groups

Source - The method in which this contact was added to your list

Hidden Contacts - Unsubscribed, invalid, or inactive contacts

Gender - The gender of your customers can be manually updated or pulled through demographic search

Note: Depending on your subscription, you may not see some of the features reviewed in this article in your dashboard. Contact our support team with any questions or to make changes to your subscription.

Your Zenreach access point comes with a standard SSID, or network name, called .Public WiFi. This network is available at all Zenreach locations, making it easier for your guests to join your WiFi. If theyve previously connected to this network at another business using Zenreach, their device will remember the .Public WiFi network, and automatically prompt them* to sign in to your WiFi portal without having to enter their information again.

*Depending on the type of device your customer is using - they made need to go to their browser to see the WiFi portal page.

If you want to make changes, we recommend:

Adding an additional network instead of removing .Public WiFi. Both networks will provide the same guest WiFi experience

Including your business name so its easily recognizable

Keeping it less than 25 characters

Putting a special character like @ in front. This brings your network name to the top of the available networks list as characters are displayed before letters in alphabetical order

Can I remove .Public WiFi and only use a network named after my business?

Wedon'trecommend removing the .Public WiFi network - keeping it enabled will allow you to more easily collect email addresses from customers who have signed into .Public WiFi at another business using Zenreach WiFi. However, if this is important to your business, reach out to your Account Manager or the Support Team and they can assist you in making this change.

Having trouble connecting to your guest WiFi network? Here are some quick troubleshooting steps to get you back up and running in no time.

1. Do you see lights on the Access Point (AP)?

No -> You may have gotten disconnected from power. Check that the AP is still connected to the small black PoE injector (which gives it power), and confirm the PoE injector is plugged into a working outlet.

Yes -> We're almost there, head to #2.

2. What color is the LED light on the PoE injector?

Red -> Unplug the PoE injector from power, and plug it back into power to perform a power cycle. Wait to ensure the light turns green on the injector, and subsequently check the AP to ensure the light on the AP has turned on (it's okay if it's red). Wait for ~10-15 minutes, and check to see if you can now see your Zenreach network once more.

Plugged back in but no light still? Try a new power outlet.

Green -> Great, you have power.

3. Check to ensure the ethernet port that the Zenreach AP is plugged into is serving internet connection.

Grab one of the ethernet cables that came in the box with the Zenreach AP.

Plug one end into an ethernet port on the side of your laptop, and plug the other end of that same ethernet cable into the port you wish to test.

Turn WiFi off on your laptop, open a new browser page, and try to load a webpage (example: www.espn.com ). If the page loads, that ethernet cable has outbound internet access and should be a viable port for the Zenreach AP. If the page does not load, this port may be inactive or requires static IP information. Continue testing other ports until you find one that lets you through to the internet.

Note: If you have a firewall in place, we need unrestricted outbound access to TCP ports 21, 69 (TCP and UDP), 80, 443, 7898, 1812 (UDP), and 1813 (UDP). We ping 8.8.8.8 and require a response in order to proceed with the software package download.

4. Still having trouble?

Reach out to our support team! We're happy to assist you in troubleshooting further.

Before you install:

Take a look at our Whats In the Box article to learn more about the contents of the boxyou'vereceived.

Your Zenreach AP is pre-configured for your specific business and is designed to be plug-and-play. Once the AP has been appropriately installed, it simply needs an internet connection and ~10 minutes to be fully online and broadcasting your new guest WiFi network.

Each AP broadcasts a default SSID of .Public WiFi. We can additionally enable a custom SSID for your business if requested.

How to install your AP:

Remove all belongings from box.

Take the blue ethernet cable and plug one end (doesnt matter which end) into the Ethernet 1 port on the bottom of the AP. (Do not plug into Ethernet 2)

The other end of the same blue ethernet cable should be plugged into the ethernet port on the black PoE injector labeled PoE

Next, plug one end of the white ethernet cable into the LAN port on the PoE injector, and the other end of this white cable should be plugged into an open ethernet port on your modem, router, or switch at your business.

Last, give power to the PoE injector using the black power cable. The light on the injector should turn on and be solid green.

The LED light on the Open Mesh AP will turn on, cycle through multiple other colors and then settle on a sea blue color once online. This takes about 10 minutes.

Afteryou'vewaited about 10 minutes, grab a wireless device and look for a new WiFi network called .Public WiFi. Once connected, this network should prompt a custom captive portal for your business, which requires the input of an email address, in order to get outbound to the internet. Youre now free to surf the net!

If youre going to send out a newsletter or recurring email, you probablydon'twant to start from scratch every time. Thats why we make it easy for you to revise and resend a previously drafted or sent email in just a matter of minutes.

Resend an email campaign

Visit the Email Campaign tab and click the red Create button in the upper right portion of the screen.

You will be redirected to the template selections. On the left menu bar, choose Your Previous Emails or Saved Templates to choose any emailyou'vedrafted or sent previously.

Note: Every email you create will be stored here for future use.

Hover over the email you would like to resend and click use. Then youll be able to make any changes to the subject line, text preview, and content of the email and send it out again.

For added security, Zenreach requires a CAPTCHA on Signup Forms. Automatic popup, link, and custom popup publishing options have a CAPTCHA built in.

However, if youre publishing a Signup Form using the HTML Embed (style it yourself) option, youll need to create and include a Google reCAPTCHA in your HTML code.

To create one, youll need a Google account. If youdon'thave on, you can get one for free here.

Navigate to the following page :

Fill out the form fields as specified below:

Label

We recommend you create a name for your Signup Form, something descriptive including whereyou'vehosted it so you can easily make adjustments in the future.

reCAPTCHA Type

Select reCAPTCHA v2 andI'mnot a Robot

Domains

Add the address(s) of website(s) that will be using your Signup Form.

Owners

Add email addresses for users who should have access to modify this reCAPTCHA.

Check the box to accept the reCAPTCHA Terms of Service, choose your alert preference and Submit.

Once complete, youll find your site key and secret key fields.

Copy and paste both the site key and secret key into your Signup Form HTML Embed code. You will not be given the embed code until you've included the site key and secret key.

Once complete, click Continue. Then, paste the code onto your website to publish your Signup Form. For assistance adding the code to your website, please contact your webmaster or website provider.

Tip:

If your website is hosted through Wix:

Use the following domain format: www-yoursitename-com.filesusr.comExample: www-zenreach-com.fileusr.com

If your website is hosted through BentoBox:

Use the following domain format: yoursitename.getbento.comExample: zenreach.getbento.com

Q: What should I plug the Zenreach device into?

A: The Zenreach Access Point (AP) can be plugged into an open Ethernet port on your modem, existing WiFi router, or existing switch. All you need is unrestricted outbound internet access from the port you are plugged into. Be sure that you are not plugging the Zenreach device into your point of sale (POS) or credit card system.

Q: There are no open ports on my modem or on my existing WiFi routerwhat do I do?

A: If you reach out to your Account Manager, Zenreach can send you a switch. Think of a switch as an extension cord for Ethernet ports. Its a device that allows you to have additional ports coming off of the device you want to plug the Zenreach AP into for internet connection.

Q: What is the small black box that comes with the Zenreach AP?

A: This device is a Power over Ethernet (PoE) injector. This small black box allows for the Zenreach AP to receive power, once the injector itself is powered up. Your AP does not come with an AC adaptor, so the injector allows for power to be served through the Ethernet cable we have provided.

Q: I have plugged the Zenreach AP in, and waited for about 10 minutes, but I do not see the new Zenreach guest WiFi network. Is there anything I need to check?

A: First, check to see if the LED light on the small black injector is solid green. If its red, it is not appropriately serving power and internet to the AP. If this is the case, unplug the injector from power, and re-plug it back into power. If the light then turns green, youre on the right track.

Second, ensure the LED light on the AP is turned on. If there is no power to the AP, it will not boot up.

Lastly, check to ensure you are receiving an internet connection from the Ethernet port at the business you have plugged the Zenreach AP into. See below for instructions on how best to check for internet connectivity.

Q:I'mnot sure if this Ethernet port I have plugged the Zenreach AP into is serving an internet connection. How can I check internet connectivity?

A: The simplest way to check for internet connectivity for an Ethernet port, is to hardwire a laptop to the port you wish to test, using an Ethernet cable. Follow the steps below to complete this process:

Grab one of the Ethernet cables that came in the box with the Zenreach AP.

Plug one end into an Ethernet port on the side of your laptop. Plug the other end of that same Ethernet cable into the port you wish to test.

Turn WiFi off on your laptop, open a new browser page, and try to load a webpage (example: www.espn.com ). If the page loads, that Ethernet cable has outbound internet access, and should be a viable port for the Zenreach AP. If the page does not load, this port may be inactive or require static IP information. Continue testing other ports until you find one that lets you through to the internet.

Q: My business has a firewall (e.g., WatchGuard, SonicWall, etc.) in place. What information do I need to in order to make a port on my firewall viable for the Zenreach AP?

The Zenreach APs simply need a dynamic (DHCP) IP address and unrestricted outbound internet access from the port(s) which will be plugged into on your end.

We require outbound access to TCP ports 21, 69 (TCP and UDP), 80, 443, 7898, 1812 (UDP) and 1813 (UDP).

We ping 8.8.8.8 and require a response in order to proceed with the software package download.

Requests are made to routerapi.wifast.com, routerupdate.wifast.com, gateway.wifast.com and router.prod.cntr.io.

The Insights page shows your overall email collection and performance stats as well as the demographic breakdown of your Contacts.

Note: Depending on your subscription you may not see all of the following performance metrics in your dashboard. Contact our support team with any questions or to make changes to your subscription.

Visit the Insights tab of your dashboard represented by the chart icon. Use the drop down menu in the top right hand corner to select your time frame - Past 7 Days, 31 Days, 12 Months, or All Time.

Contacts Collected

The total number of contacts collected through your guest WiFi or Sign-up form.

Walk-Ins

This is the total number of visitors your business has seen who are carrying mobile devices with WiFi engaged. This number represents total traffic into your store, not the number who signed onto WiFi. It is calculated by adding up the total number of unique MAC addresses seen. (MAC addresses are the unique identifier for a mobile device.)

Walk-Through Rate

This metric is unique to Zenreach. This tells you how many customers returned to your business within 7 days of receiving an email. This is a really powerful statistic that shows you how effective your email marketing efforts have been!

Customer Breakdown by Visits

The customer breakdown by visits shows you what percentage of customers in your contacts are first time customers with 1 visit, repeat customers with 2-9 visits, and loyal customers with 10+ visits.

Incremental Revenue

This metric is an estimated amount of revenue seen as a result of your return customers. This is calculated by multiplying your number of Walk-Throughs by your Average Ticket Price. Your average ticket price can be adjusted under your dashboard settings. We know how many customers returned within 7 days, so if they spent your average ticket price, this is the amount of revenue we estimateyou'veseen from your email marketing.

Customer Demographics

We break down your contacts by gender, age, and location to help you understand your target demographic. This will allow you align your promotions and offers to these groups.

Access Point (AP)

A device that allows the internet to be served. It displays the wireless network name in order for wireless devices, like a phone, to connect to the internet. Also commonly referred to as a router or hotspot.

Average Ticket Price

This is a metric that provides details on the average amount of sales generated by a specific customer.

Bandwidth

The bit rate of data capacity available for use. Insufficient bandwidth will cause slow network performance.

Call to Action (CTA)

This is a messaging device designed to prompt an immediate response or encourage an immediate sale. A CTA most often refers to the words or phrases used to encourage consumers to take prompt action by clicking on a link.

Click-Through Rate

This is the percentage of customers who have clicked the links included in your email. Your email analytics will show you how times each link has been clicked.

Comma-Separated Values (CSV)

CSV is a simple file format used to store tabular data, such as a spreadsheet or database. Commas are used to separate values so data can be read easily.

Email Deliverability

Put simply, this is the ability to deliver emails. Some marketers use the delivery rate to tell how likely email campaigns are to reach customers inboxes. Deliverability can be lowered by things like throttling, bounces, spam issues and bulking.

Dynamic IP (DHCP)

DHCP is assigned from a pool of IP addresses available from your network provided by your internet service provider.

Firewall

A part of the network that is designed to block unauthorized access while permitting outward communication. All Zenreach APs are equipped with a firewall to protect your customers and their information while using your guest WiFi network.

Flag Employees

This is an action that can be taken from the Zenreach dashboard. It allows businesses to exclude WiFi-using employees from data so their loginsdon'tinfluence reporting.

GDPR

The General Data Protection Regulation (GDPR) is a new privacy law applicable in the European Economic Area (EEA) that regulates the processing of personal data of individuals. Among other things, the GDPR regulates the collection, use and sharing of personal data of EEA individuals.

Hard Bounce

A hard bounce is an email thatcan'tbe delivered for some permanent reason. The email address it was sent to could be fake, entered incorrectly or is preventing delivery for unknown reasons. The result is the same, the emailisn'tmaking it and theres nothing that can be done.

Hotspot

Wireless access points that provide internet access to mobile devices such as smartphones or laptops. They are typically placed in public locations.

Incremental Revenue

This is an estimated amount of revenue based on the number of Walk-Throughs you've seen as a result of your Zenreach emails. This figure is calculated by multiplying your Walk-Through Rate by your average ticket price. Your average ticket price can be adjusted under the Business tab in your dashboard.

Insights

The Insights tab will give an overview of performance with Zenreach. Here overall stats like contacts collected, total number of Smart Emails sent, and a demographic breakdown of the customer base will be displayed.

ISP

Internet service provider - the company that is providing internet connection to your business.

MAC Address

Media access control address, or MAC address, is the unique identifier assigned to a device like a cell phone, tablet, computer, or laptop.

Offer

Any incentive offered to customers to bring them back in.

Offer Redemption Code

A unique code per individual offer that appears when a guest is redeeming it. Users can enter offer codes as a comment when applying the discount into their point of sale system and then cross reference whats been redeemed in the Zenreach dashboard to track all redemptions.

Open Rate

This measures how many people view or open an email. Its often seen as a percentage and calculated by dividing the number of email messages opened by the total number of email messages sent (excluding those that bounced).

PoE Injector

Power over Ethernet. This device allows businesses to run power and data to the AP via a single Ethernet cable. This is useful for ceiling/wall mounting or placing the AP somewhere where thereisn'ta nearby wall outlet.

Portal (Page)

This is the custom landing page where customers sign onto Zenreach WiFi.

Portal Survey

A survey sent through Zenreach. As guests connect to your WiFi, businesses can present up to two survey questions. When creating a survey, assigned labels will be automatically applied to customer profiles based on their responses.

Positive Review Channels

If customers respond with a 4- or 5-star review through the Rating Widget, they can be prompted to leave a review on a preselected set of social channels such as Facebook, Google, OpenTable or TripAdvisor.

Rating Page

A page accessible through your dashboard where ratings and reviews can be accessed.

Rating Widget

This drag-and-drop widget can be placed in email blasts and Smart Emails. When a guest chooses 1-3 stars, a notification of the complaint is received in real time, allowing the issue to be resolved before its shared online. Alternatively, when they choose 4 or 5 stars, theyll be encouraged to share positive feedback on preferred social sites, including Google, TripAdvisor and Facebook.

Sign-up Form

This is a form you can add to your website as an additional method of collecting emails. Zenreach offers a Sign-Up Form Smart Email to automatically send these customers an email after signing up through your sign-up form.

Soft Bounce

A soft bounce is an email thatcan'tbe delivered for temporary reasons. This could be due to something like the recipients inbox being full or an email having a file attached thats too big to deliver.

Spam Filter Risk

This is how likely an email will be banished to a spam folder. Spam filters are designed to catch unwanted emails. Reduce the likelihood of getting flagged by sending relevant content, never using deceptive headers or subject lines and always providing an unsubscribe option.

SSID

Service set identifier - this is the name of the network that appears to your customers to connect to your free guest WiFi.

Static IP

A specific set of IP information assigned to your AP.

Walk-Through Rate (WTR)

Our proprietary software gives you real insight into whether customers come back as a result of a marketing message. Your Walk-Through Rate not only measures your marketings true effectiveness but helps you learn more about your guests. Anyone who receives an email and physically walks back through your doors within 7 days will be reported in your Walk-Through Rate metric.

Zenreach Mobile App

This version of Zenreach allows you to access the dashboard on a mobile device. It rules.

You may have noticed your Zenreach dashboard is a little different. Weve created a new look and feel simplifies your experience, making it easier for you to do what you need to do. The result is fewer tabs and better navigation.

New navigation

Weve simplified your navigation bar and replaced page names with icons, but if you ever forget which one is which, simply hover over the icon and the page name will pop up.

Weve simplified navigation between brands (previously called parent accounts) and locations(previously called child accounts). To toggle between your brands, click on the letter icon above the settings gear in the bottom left corner. A menu will appear with your different brands, if applicable.

Changing locations within a brand can be done on the top right corner of the dashboard where it says All Locations.

Dashboard selections

Weve combined the Overview and Insights tabs into a consolidated tab called Insights. We also relocated all dashboard options under the new Settings menu.

Consolidated dashboard tabs

Weve added new functionality within these tabs for you to take advantage of in Insights, Hotspot and Settings. The new features are outlined below.

Note: Depending on your subscription, you may not see some of these features included in your dashboard. Contact our support team with any questions or to make changes to your subscription.

If you have any questions about the new experience, search the Help Center or reach out to our Support Team.

Having trouble adding a label to your contact profiles? This article will outline the common errors for each method and help you correct them. For more information about applying labels to your database, visit Organizing Your Contact List With Labels.

Adding labels from a .CSV file

Onceyou'veselected the desired list for import, you have the option to add a Custom Label for segmenting your list.

Type what you'd like your label to be named in the text field, and then click Add 'Label Name'or press returnon your keyboard.

Custom Smart Emails.

Your screen should show the label in its own box below the entry field.

If you skip this step, your label will not be applied accordingly. Click Import and youre done! You'll receive email confirmation once this import is complete.

Label scheduling in your hotspot

To assign a label for specific days, times, or one-time events - visit the Hotspot tab of your dashboard, then click Edit. Next, click Settings. For more information on custom scheduling, visit Automatic Label Scheduling.

Once again, be sure to click Add 'Label Name', label name will populate in the box, underneath the text box. Select your scheduling preferences and click Save. Your screen should show the label in its own box below the entry field.

Once you've selected your scheduling preferences and saved, you should see the label in its own box below the entry field.

Adding labels to an individual contact

Adding just a few emails to your list? Enter the customer name and email address along with any other information you have. Refer to the labels section at the bottom and follow the same instructions as above to ensure your labels get assigned properly.

Once again, if you've added your label successfully, you'll see it below the entry field in its own box.

You can find additional information regarding Best Practices for Email Lists and learn more about our Portal Survey in the Zenreach Help Center.

Onceyou'vesuccessfully assigned labels to your customers, discover the best ways to implement Zenreachs

Build your database faster using these 5 simple tips.

1. Customize your WiFi portal

Enhance your guest experience by customizing your WiFi portal using the Hotspot tab on your dashboard. Use high-quality images and complementary colors for a clean and simple design. Keep the messaging short and playful.

2. Advertise your WiFi with in-store collateral

Guests are more likely to connect to WiFi when they know its readily available. Be sure to utilize your Free WiFi window sticker provided with your welcome kit. You can also create additional signage such as coasters, table tents, menu mentions, chalkboard highlights, check presenters and flyers at the register. Encourage employees to let customers know about the WiFi if they see them using mobile devices.

3. Keep the connection strong

Ensure you have enough available bandwidth speed to support your guests online activity. A good rule is to provide at least 1 Mbps per active guest at any given time.

4. Don't compete with other open networks

Keep all other WiFi networks password protected in your business. If you traditionally shared your WiFi password with your customers, be sure to change the password to prevent their devices from automatically connecting to the old network vs. the new Zenreach WiFi network.

5. Maintain a good signal with appropriate coverage

Your access point performs best in open spaces away from obstructions. Avoid placing access points near devices that emit radio interference. Mount your access point on a wall or put it on the top of a shelf to get the best signal. Each device should cover about 2500 sq. ft. in any direction, so make sure you have enough access points to provide full coverage in guest areas.

Move your contacts to Zenreach with these easy steps!

Import an Existing Contact List

Step 1

Visit your Contacts tab and click Import.

Please note that your file will need to be in .CSV format.

organize your contact list

Step 2

Preparing your CSV file

Make sure your CSV file's first row includes the following supported header types: Email, First Name, Last Name, Birthday, and Tags*.

Note: Column headers and date format need to be exactly like the sample. Please delete any additional columns of information.

*Use the Tags column to .

Step 3

Save your list as a .CSV file

Choose the File Format option: Comma Separated Values (.csv) when saving your list for import.

Using Google Sheets

Using Excel

Step 4

Choose Import CSV File

Have your contacts in CSV format and ready to go as you'll be prompted to select the contact file from your computer. For an import template click the question mark icon to the right, or download the template at the end of this article.

Step 5

Add a label

If you want your imported contacts to have a tag/label for a specific customer targeting in the future, choose a label for the import and create a new one. Be sure to click Add labels or press enter on your keyboard to apply the label. When your label has been successfully applied it will be in its own grey box below the label field.

Step 6

A success email will arrive in your inbox

Youll receive an automated email informing you that your import was successful. This message will include details of how many contacts were added.

Add individual contacts to your list

Step 1

Click Add New Contact

Step 2

Specify details for each individual contact

Enter the email address (required), any birthday or demographic information you have, or add any applicable labels. Then click Save.

To get the best results from your email marketing, you'll want to keep a clean subscriber list with engaged contacts who consented to receive email from you. Zenreach's built-in email features help you do just that!

In this article, you'll learn about the email requirements to remain compliant with U.S. federal anti-spam laws, and best practices for list management to maintain good deliverability and high open rates.

Requirements

Dont use third-party contact lists

Purchasing lists from other sources may sound like an attractive way to boost your customer database, but think twice customers who have not signed up for your list are likely to hurt your reputation with email providers by flagging your messages as unwanted spam.

All contacts should be collected by you, using a consent method. For this reason, Zenreach prohibits importing third-party lists into your Contact List.

Allow recipients to unsubscribe

Any campaign you send through Zenreach automatically includes an unsubscribe link, as mandated by anti-spam laws.

Tell recipients who you are and where youre located

All messages must include your business name and a valid physical postal address. When sending mail through Zenreach, the unsubscribe footer automatically includes your business name and mailing address.

Best practices

Get consent

Your contacts must have explicitly opted into receiving emails from you. Contacts collected through a Zenreach WiFi portal or signup form will have consented to receive email via the terms of service on the portal or double opt-in with the signup form, so you're all set there!

Note: If your business is located in Canada, express consent is required by the Canada Anti-Spam Legislation.

Keep your subscriber list clean

Zenreach's Sunset Service automatically takes care of keeping your list full of engaged subscribers. Disengaged subscribers, those who aren't clicking or opening any of your emails for an extended period of time, will be automatically sent a re-engagement email to pique their interest and confirm they want to remain subscribed. If they do not open that message, we'll flag them as disengaged and stop sending future mail to them in order to protect your deliverability and respect their wishes.

An open rate is the percentage of recipients who opened an email. This metric is often highlighted in email campaigns, however, Zenreach provides this data for automated Smart Emails as well.

Example: Kevins Sandwich Shop sent an Email Campaign to 50 contacts. Of that sample, 25 customers opened the email. Kevins open rate would be 50%.

Open rates are important to consider, as they are the first indications of measuring the effectiveness of your marketing efforts. A healthy open rate can range anywhere from 10-30%, depending on your industry.

For best practices on how to achieve higher open rates for Email Campaigns and Smart Emails, check out Minizming Spam Risk.

No, Zenreach offers can only be redeemed once. Your customer will receive your email and click the Redeem button within your message, then the offer details will be displayed.

Note: Depending on your subscription, you may not see this feature available in your dashboard. For questions or to make changes to your subscription, contact our Support Team.

Once your customers press Redeem we will ask them if they are in front of one of your employees because the action can only be performed once.

Note: The offer link in a test email will never expire.

Your customer will have five minutes to show this offer to a staff member as indicated by the timer on the bottom of the page. This is in case a customer clicks redeem before an employee is present, they will have time to show their staff member. After the timer runs out the link will expire and cannot be redeemed again.

If the link is used again, a message in red will be displayed; "Sorry, you have already redeemed this offer."

When you send offers to your customers, you want to ensure in-store redemptions are trackable. So, we've implemented a unique code per individual offer that appears when a guest is redeeming:

[email protected]

To track offers, enter the offer codes into your point of sale system. Then cross reference what's been redeemed in the Zenreach dashboard.

Track your results

Click the chart icon "" icon to the right of the email.Both Email Campaigns and Smart Emails will generate a popup screen that illustrates your success metrics, with the Offer section providing detailed information on the redemption metrics.

Export your redemption list

Simply click "Export List CSV" to see all email addresses with their unique redemption codes. This allows you to cross-reference those codes with your POS to ensure the discounts or complimentary items processed by your team members are valid.

Note: If you do not see offers available in your dashboard, please contact your Account Manager or to make changes to your subscription.

You can easily update the content of your Smart Emails and the time frames they are sent out.

Note: Depending on your subscription, you may not see some of the features reviewed in this article in your dashboard. Contact our support team with any questions or to make changes to your subscription.

1. Turn off your Smart Email to edit

Select the Smart Emails tab on your dashboard and turn off the smart email youd like to edit using the blue toggle under the Status Column. Then click the pencil icon to edit.

2. Continue to Confirm

If you want to make changes to the content of your Smart Email, you can do so here. To move forward to update the time frame, click the red Continue button in the top right-hand corner to bring you to the second step, Confirm.

3. Adjust your time frame

From the Criteria section you can change the time frame in which your smart email is sent out by adjusting the parameters already listed. In the example below, this email would be sent out after one visit.

4. Complete and confirm

Once finished, you click the red Complete button in the top right hand corner. Youll receive a pop up asking if you want to turn the smart email back on, which you can choose to do or click not now if youre not quite ready.

5. Double check

If you want to see the time frames in which your smart emails are sent out, you can hover over the grey question mark to the right of each Smart Email Type.

Get the explicit opt-in

Your guest WiFi portal and online web forms are your best tools for ensuring your customers have opted-in. When signing up through your guest WiFi, or a sign-up form on your website, your customers are giving express consent to join your email list.

Purchasing lists from other sources may sound like an attractive way to boost your customer database.However, customers who have not signed up for your list are likely to hurt your sending reputation with email providers as those customers flag your emails as unwanted spam.

Note: Zenreach prohibits importing third-party lists into your account. All contacts should be collected by you, using a consent method that gains their permission to email them.

Create valuable content

Your customers are likely to be social media-loving, review-checking, bargain-hunting experts. Thats why its important to develop content that will keep them coming back for more. Zenreach offers a variety of templates easy to customize with your own images and content. Youll want to use a combination of images and text, as image-only emails can trigger spam filters. Keep your most important content near the top of the email, punctuate your message with an appropriate image or GIF, and include a call to action like an offer or hyper-linked button.

Use clear and concise subject lines

Your subject lines and text previews are the first things your customer sees in their inbox. Take a look at some of your recent blasts. Based on the subject line, would you open that email? Subject lines should be clear, concise, and attention-grabbing. If youre including an offer in the email, mention it in the subject line, butdon'tspill all the details. You want them to open the email and find out.

Its best to avoid using certain elements like non-numeric characters, irregular punctuation, random spacing, and all-capitalized words. These are telltale signs of advertising and have a higher risk of being caught by a spam filter. Savvy customers may delete these types of messages without opening them. Keep your subject lines simple and straightforward for best results.

Want to include emojis? Sure! But keep it to one or two, emoji use has the same rules as punctuation.

Target your email campaigns

It may seem like a good idea to reach out to everyone in your database, but our customers see the best open rates when they use our demographic and visit behavior-targeting features. Youve probably noticed that your Tuesday Night Pub Trivia crowd is quite different from your Sunday Brunch crowd. This is why Zenreach makes it easy for you to filter your audience when you send out a message blast.

Sort by characteristics like gender, age, customer type (i.e., new, repeat, loyal, or lost) and day and time of visit to reach the appropriate crowd or even select customers who share a common label thatyou'veassigned. ( Click here for more information about our automatic label scheduling feature.)

Find the right sending patterns

Sending random, poorly timed emails may result in your customers deleting them without opening, which is another behavior that drives up spam flagging. According to a number of email marketing studies, peak-send days are typically Tuesday, Wednesday, and Thursday. Peak- send times of day are 10:00 AM, after 8:00 PM, 2:00 PM, and 6:00 AM. A/B test your send times and find the right cadence for your audience.

Make it easy to unsubscribe

This may seem counterintuitive, but users who can't easily unsubscribe from your list, often flag messages as spam. If you get enough spam flags, email providers will notice, and your messages will be redirected accordingly. Make sure that the unsubscribe link at the bottom of your email is displayed in a color that is easy to read.

You might also consider adding a border around the footer text to draw attention to this section. Adding a message within the body of the email that says something like, Not interested in receiving exclusive offers and updates from us? No problem. Click the unsubscribe option below can also be helpful.

Be consistent

Erratic sending patterns are another spam indicator, so onceyou'vesettled on a schedule, stick to it. There is no one-size-fits-all answer to how often you should send emails because demographics and expectations of your customers vary. The best thing that you can do is let your customers decide what kind of content they would like to receive from you.

Redirecting your customers to web widgets that will assign a specific label to them is a great way to segment your list and ensure that they are only receiving messages that are relevant to their interests. Not sure how to do this in your Zenreach account? Contact one of our support representatives or your account manager and theyll happily walk you through it.

Stay on top of your metrics

Every business customer demographic is slightly different, so it stands to reason that you will need to tailor your marketing approach. Regularly logging in to your dashboard and monitoring the metrics related to each message you send out is paramount to your success with Zenreach.

Optimize your open and click-through rates, but pay even closer attention to your Walk-Through Rate.This will tell you who actually comes back through your door within seven days of receiving your email. Implementing changes to your content, targeting and timing based on the data that we provide will help you hit on a formula that yields the results you want.

Keep your subscriber list clean

At a glance, your contact list may be impressive, but how many of these folks are actually opening your messages? More is not always better in email marketing. Low customer engagement also hurts your reputation with email providers.

Zenreach's Sunset Service, an email industry best practice, takes care of keeping your list full of engaged subscribers. Disengaged subscribers, those who haven't clicked or opened your emails, will be automatically sent a re-engagement email to pique their interest and confirm they want to remain subscribed. If they do not open that message, we'll flag them as disengaged and stop sending future mail to them in order to protect your deliverability and respect their wishes.

Zenreach sets you up for success by providing default Smart Emails to get you started. But you can take your marketing one step further with Custom Smart Emails.

These emails allow you to:

Automate emails to specific groups of customers by label or demographics

Ask for feedback after each visit

Create different welcome emails from responses to your Portal Survey

Use your Smart Emails as a loyalty program

Note: Depending on your subscription, you may not see some of the features reviewed in this article in your dashboard. Contact our support team with any questions or to make changes to your subscription.

Lets get started!

Select your location

To begin, in the top right corner, select which location youd like these Smart Emails to be sent from. Remember, if you have two or more locations, youll want to set this up for each individual location, or use the all locations option. However,don'tuse both as your customers would receive multiple emails. Onceyou'veselected your location, click Create.

suggestions for recommended content

Select trigger type

Then select whether you'd like this email to be triggered by a number of Customer Visits or a Customer Birthday. The birthday option would either be in addition to your default birthday email(i.e., an additional reminder to visit on their special day).

Note: Make sure you do not have default Smart Emails with the same trigger set up. For example, if you were to create a Custom Smart Email to be sent after a first visit, youll want to turn off the default First Time Customer Smart Email so your customer does not receive two messages.

Create a title and trigger settings

Give the email a title for your own reference. Don't worry, your customers will not see this title.

If you have chosen to set up a new Smart Email based on visits, decide many visits you'd like your customer to make before receiving this email. Once you have decided on a number of visits, enter this in the Email customers who have visited __ times field.

The secondary field, And who have not visited in __ days, allows you to set the additional qualifier. This is a great way to reach out to a customer who hasnt returned in a while.

If you create a Smart Email based on customer birthdays, select the number of days prior to the birthday you'd like the customer to receive the email. This custom Smart Email will be in addition to the default Birthday Smart Email already provided. When both are enabled, your customer will receive both emails. Many merchants set up the additional birthday email 7 days prior to their birthday to remind their customer to come in and celebrate with them.

Note: If you include an offer in the default Birthday Smart Email and include an offer in the custom secondary birthday email, your customer will receive two offers. These offers are not linked and will not replace each other.

Target

Finally, select your target audience. If you'd like this message to go to all customers who meet your trigger criteria, leave All Customers selected. If you'd like to target this message further, choose specific labels, gender and age ranges to ensure that this email is reaching your ideal audience.

Onceyou'vecompleted the triggering and targeting steps click Continue which will then bring you to our email composer to create your message.

Has it been awhile sinceyou'vecreated a message? Learn how to compose an email and find .

An offer is a customers incentive to return to your business. Including offers in your Smart Emails and Email Campaigns is a great way to get more customers in the door. Zenreach offers are single-use and fully customizable.

Note: Depending on your subscription, you may not see some of the features reviewed in this article in your dashboard. Contact our support team with any questions or to make changes to your subscription.

Why should I give offers?

To boost your WiFi contact collection:

Add a message to your WiFi portal to notify your guests of the special offers they will receive in their inbox once they connect.

To join your email list:

Offers are helpful for motivating customers to join your email list through your sign-up form on your website or Facebook page. Using the Sign-up Form Smart Email you can send customers who join your email list an offer to thank them for subscribing. Dont worry well only send this Smart Email out one time.

To reward a loyal customer:

Placing offers in your Smart Emails, particularly the Loyal Customer Smart Email, allows you to create a virtual punch card which rewards loyal customers with no additional effort.

To bring back a lost customer:

Send customers who havent visited in a while an offer to incentivize them to come back through your doors. The Lost Customer Smart Email engages these customers automatically. Include a strong offer in this email and youll see your customers return.

To promote a new special or event:

Use offers to bring customers in for a special event! Are you hosting a wine tasting? Send them an offer for a complimentary cheese plate to enjoy with their wine. Youve accomplished two things: Your customer knows youre hosting an event andyou'veincentivized them to join you.

How do I add an offer?

Add the offer widget into your email

Drag and drop the offer widget from the left hand side of the email composer into your message.

how to use offer redemption codes

Create your offer

Once you drop your offer widget into the email, youll be prompted to create your offer. If youre using a template which already includes an offer widget. Click on the offer within your email, then click edit. Click Preview offer page at anytime to see what your offer will look like to customers and how they will redeem it.

Add your logo

Click the logo box to select a file from your computer. The recommended image size is 315x148 px. This is optional.

Title your offer

Tell guests what the deal is. Keep the title brief, youll include more information in the description.

Add details

If there are any stipulations to this offer like dine-in only, not valid during happy hour, not valid with any other offer or promotion, this is a good place to list them.

Set an expiration date

Create a sense of urgency for your customer by adjusting the number of days that it is valid in the field provided. If youdon'twant the offer to have an expiration, click the blue toggle to the right. Once you are happy with your offer, click save.

Configure and style

Change the text shown on the offer button by clicking the offer again, and selecting the configure tab. Click the style tab to change the button color, add a background image or border, and adjust the padding around the button.

Now thatyou'veadded the offer to your email, learn and track your results.

A customer who feels valued, is likely to become a loyal customer. Smart Emails help you maintain the relationship without the repetitive effort. The Zenreach AP installed at your business acts as a virtual punch card for customers who have signed into the WiFi. This allows you to set up automated Smart Emails to be sent to your customers after their visits.You can choose how frequently youd like these sent.

Getting started

Onceyou'velogged into the dashboard, navigate to the Smart Email page. Here, youll see your default Smart Email options.

set a higher number of visits

Your default Smart Emails are triggered to send after a first visit, second visit, 10th visit, and to customers who have visited at least twice, but havent returned in 31 days. Ask yourself how you want to reward your customers, and how often?

For example, lets say every 10 visits youd like to reward your customers with a free appetizer. Your Loyal Customer Smart Email is sent after every 10th visit, so you would update this email to include the appetizer offer. Keep in mind, the Loyal Customer Smart Email repeats after every 10th visit, so your customers will receive this email on their 20th visit, 30th visit, etc.

You may also want to consider setting up Custom Smart Emails for Loyal Customer milestones. For example, give a more substantial reward at a customers 25th visit. Learn more about how to create Custom Smart Emails here.

Our merchants frequently ask us how often they should reward their customers, but thereisn'ta one-size-fits-all answer. You know your customers better than anyone. If your restaurant or business is one people visit several times per week, like a coffee shop, you may want to to trigger your Loyal Customer Smart Email.

Tell your customers

Let your customers know about your loyalty program! You can start with your First Time Customer and Repeat Customer Smart Emails, or even put a message on your portal whenthey'resigning into guest WiFi. Try something like, Be sure to sign into the WiFi each time you visit to receive rewards!

Many merchants judge the effectiveness of specific marketing campaigns by the number of redemptions an offer produces. The industry standard for coupon redemption is about 2%. Thats probably lower than youd think, right?

What marketers should really be thinking about when creating and sending offers is putting their businesses at the top of customers minds. Your messages remind customers to come back. Whether they redeem your offer or not,they'rethinking about you.

For example, a local Japanese spot sends offer emails from time to time. Their customers may not be in the mood for sushi that day. However, when they have a craving for sushi, the email offer is likely to come to mind.

Below are five things to consider when creating offers:

Keep it simple

Promote one item or give one discount per offer to avoid confusion. Simple offers are easier to remember and youwon'trisk angering customers who misunderstand the offer. Try to limit the restrictions associated with your offer. More restrictions make your offer less desirable.

Optimize for mobile

Forbes recommends sending coupons through emails targeted to specific customers. Good news, Zenreach already does this for you! You can easily add an offer to your email and target your intended audience for the best possible outreach.

Pro tip: Send yourself a test email to make sure your message looks great on mobile devices. As of 2018, desktop views are no longer in the lead. Mobile has officially taken over.

Make customers feel exclusive

Your customers picked your location over the competition. Make them feel special with tailored offers. 57% of consumers are more likely to participate in rewards programs with VIP tiers and exclusive rewards. Including an offer in an email for repeat customers lets them know you appreciate their continued business.

Use eye-catching subject lines

Keep your subject lines creative (Did someone say BOGO!?). 33% of email recipients open emails based on subject lines alone. Awesome subject lines lead to more emails opened. This can lead to your customers seeing your offer and redeeming it next time they visit. 44% of email recipients made at least one purchase last year based on a promotional email.

Tell customers about your rewards program

Keep customers looking forward to your emails by letting them know the more they visit, the more offers they will receive. Say something like, Be sure to sign on to our WiFi each time you visit for more exclusive deals and rewards!

Hyperlinked images, text and buttons can be useful for customizing your emails. They direct your guests to websites, social pages, shopping carts or additional URLs that are important to you. Using them increases the probability customers will engage with the message, and ultimately, take action. Plus, you can see how many customers clicked on which link.

Image hyperlinks

When you hyperlink an image, it will redirect the viewer to a desired URL when clicked.

Upload an image to your draft. You can do this by dragging the Image Button into the body of your email.

Click on Image to prompt the editor.

Enter the URL in the Image Hyperlink section and click out of the window to save.

Text links

Hyperlink a word or phrase within the text of your email.

Click on the desired Text Box.

Highlight words or phrases you want to use for your hyperlink.

Click the Link icon on the far right of the toolbar and enter the URL into the populated space.

Adding buttons

Buttons are a great way to draw viewer attention. Once clicked, they will redirect customers to your URL. You have the option to rename the button with a title of your choosing.

Drag the Button Icon box from the Drag to Design toolbar on the left-hand side.

Click the button to prompt the Button Editor.

Enter the desired URL and custom name for your Button under Appearance.

When messages are denied by an email server, it is considered a bounce. Bounces are a universal focus in email marketing as it directly relates to the deliverability of sender campaigns.

Soft bounce

The email was unsuccessfully delivered due to technical issues of the email service provider (ESP). This means that the message made its way to the recipient's mail server, but rejected due to any of the following reasons:

Recipients inbox is full (storage over capacity)

The message is too large for recipient's inbox (large file size images)

The email server is offline

Receiving domain believed the email to be spam

Hard bounce

The email is permanently undeliverable. This typically means the email address is not valid or has been deactivated. Zenreach automatically invalidates any hard bounced email addresses for you to ensure the best deliverability for future campaigns. Deliverability data is made available for both Email Campaigns and Smart Emails. See where to find this information below.

Click the graph icon to the right of your Email Campaign or Smart Email to view more stats and information.

Meraki Configuration Guide

Zenreach Configuration

In order to associate your MR or MX access point(s) with your business information, Zenreach will need the MAC address of each individual access point that will be broadcasting the integrated SSID. You can find this information on the Meraki Cloud Controller.

Under the Monitor tab, click Access points and select the access point you wish to associate with your Zenreach account. Copy all MAC addresses found on this page and forward it to your Zenreach Account Manager. Without completion of this step, guests will receive a 404 error on the captive portal.

Meraki Configuration

All configuration takes place in the Meraki Cloud Controller.

Configure Access Control

Under the Wireless, then Access Control tab (NOTE: for Meraki MX models it is Security Appliance, then Access Control tab), select the SSID for the guest network you wish to enable the Zenreach portal on. Set the networks encryption scheme to open in the Association Requirements section. In the Splash page section, select the sign-on option with my RADIUS server selected in the adjacent dropdown. In the RADIUS for splash page section, enter the following server information:

*Please reach out to your Zenreach Account Manager for this information.

Note: If the following RADIUS accounting feature is not available on your Meraki dashboard, skip this portion of the integration and proceed to the Captive portal strength and walled garden settings below. In the RADIUS accounting section, select RADIUS accounting is enabled in the dropdown, then enter the following server information:

*Please reach out to your Zenreach Account Manager for this information.

Also in Access Control page, set the following options:

*Please reach out to your Zenreach Account Manager for the anonymized information.

Configure Splash Page

Select the Wireless, then Splash page tab on the left (NOTE: for Meraki MX models it is Security Appliance, then Splash page), and select a custom URL. Enter the following information:

Configure Location and Scanning

Under the Network-wide Settings tab, click General and scroll down to the Location and scanning section. Set the following options:

*Please reach out to your Zenreach Account Manager for the anonymized information.

You must append your validator code (shown under the Validator heading) to the end of the post URL. Press validate to confirm that the information entered is correct. We support both API Version 1 and 2.

Walled Garden for Social Login

A walled garden is a list of websites whitelisted for access before the user is authenticated. Prior to enabling the Social Login feature, the walled garden will need to be configured for each of the respective social network.

Facebook

By default the Meraki Dashboard only accepts IP ranges in the walled garden. Add the following IP ranges to the Walled garden ranges:

Twitter

The following IP addresses can be added to the walled garden for Twitter:

For questions or comments about this integration guide, please contact [email protected].

You have questions, we have answers.

If you need some help translating, consult our Zenreach Glossary!

Administrative & Billing

How do I update my payment information?

Send an email [email protected] your business name and location, or a recent invoice number. We'll be happy to assist you in updating your payment information!

Can I add or remove users from my Zenreach Dashboard?

Yes! Just follow the steps listed in this article.

Installation

Click here to see our comprehensive installation guide forMerakiaccess points.

Click here to see our comprehensive installation guide forOpenMesh access points.

What should I plug the Zenreach device into?

The Zenreach Access Point (AP) can be plugged into an open Ethernet port on your modem, existing WiFi router, or existing switch. All you need is unrestricted outbound Internet access from the ethernet port into which your AP is plugged.Note:Be sure that you are not plugging the Zenreach device into your point of sale (POS) or credit card system.

There are no open ethernet ports on my modem or on my existing WiFi routerwhat do I do?

Don't worry - this is an easy fix! All you'll need is a switch, which provides additional ethernet ports (like a power strip for ethernet ports). Just send an email to [email protected] to let us know, and we'll gladly send you one.

What is the small black box that comes with the Zenreach AP?

This device is a Power over Ethernet (PoE) injector. This small black box allows for the Zenreach AP to receive power once the injector itself is powered up. Your AP does not come with an AC adaptor, so the injector allows for power to be served through the Ethernet cable we have provided.

I have plugged the Zenreach AP in and waited for about 10 minutes, but I do not see the new Zenreach guest WiFi network. Is there anything I need to check?

First, check to see if the LED light on the small black box (PoE injector) is solid green. If its red, it is not appropriately serving power and Internet to the AP. If this is the case, unplug the injector from power and then plug it back in. If the light then turns green, youre on the right track.

Second, take a look at your AP to make sure that its LED is turned on. If you're not seeing any lights at all, this means that there is no power being directed to the AP, and it will not boot up.

Finally, check to ensure that your AP is receiving an Internet connection from the particular ethernet port into which the AP is plugged. You'll find the steps to check for Internet connectivity below!

Im not sure if this Ethernet port I have plugged the Zenreach AP into is serving an Internet connection. How can I check Internet connectivity?

The simplest way to check for Internet connectivity from an Ethernet port is by hardwiring a laptop to the port in question. Follow the steps below to complete this process:

Grab one of the Ethernet cables that came in the box with your Zenreach AP.

Plug one end into your laptop's Ethernet port. Plug the other end of that same Ethernet cable into the port you wish to test.

Turn off your laptop's WiFi, open a new page in your web browser, and try to load a webpage (example: www.espn.com ). If the page loads, that Ethernet cable has outbound Internet access, and should be a viable port for the Zenreach AP!If the page does not load, this port may be inactive or require static IP information. Continue testing other ports until you find one that lets you through to the Internet.

My business has a firewall (e.g., WatchGuard, SonicWall, etc.) in place. What information do I need to in order to make a port on my firewall viable for the Zenreach AP?

The Zenreach APs simply need a dynamic (DHCP) IP address and unrestricted outbound Internet access from the Ethernet port(s) into which the AP will be plugged.

We require outbound access to TCP ports 21, 69 (TCP and UDP), 80, 443, 7898, 1812 (UDP) and 1813 (UDP).

We ping 8.8.8.8 and require a response in order to proceed with the software package download.

Requests are made to routerapi.wifast.com, routerupdate.wifast.com, gateway.wifast.com, and router.prod.cntr.io.

General WiFi Questions

My guest WiFi is not working! What do I do?

Don't stress - you can find our troubleshooting guide here.

How do I change my network's name?

Feel free to reach out to your account manager or our support team - we'll be happy to update the name of your network for you!

How much bandwidth do I need?

Bandwidth is the amount of available data expressed in terms of speed, usually in megabits per second (Mbps). The amount of bandwidth you have is defined by the packageyou'vepurchased from your Internet Service Provider (ISP).

Generally speaking, we recommend having a minimum of 10 Mbps and upgrading as needed. A good rule of thumb is to have one access point and 30-50 Mbps per every 50 guests on-site, depending on environmental considerations (layout, walls, obstructions, etc.)

Not sure what bandwidth you currently have? Check with your ISP.

Can I limit the amount of bandwidth my customers can use?

Yes - just email [email protected] for assistance.

How far does my WiFi signal reach?

One access point generally covers about 2,000 square feet, which is about 150 feet in any given direction. However, this is dependent on the number of obstructions (walls, doors, etc.) between the access point and guest area. We recommend installing the access point in a centrally located area and testing the signal strength at various spots throughout your business to ensure a strong connection.

For more tips about improving the strength of your WiFi signal, click here.

Can I extend the range of my WiFi?

If you need to extend the range of your WiFi, an additional access point will be necessary. Unfortunately, were not able to support extenders or repeaters as they disrupt Zenreachs ability to track guest visit behavior and accurately report your customer data.

Emails

Can I cancel an email campaign after I've pressed "send"?

Unfortunately, as with any other email platform, once an email campaign has been sent it cannot be undone. We recommend that you utilize the "test email" feature on the final page of the email campaign creator before sending out the full campaign. This allows you to send the email campaign to just yourself before any of your customers!

Segment Your Contact List With Label Scheduling

Segmenting your contacts using labels is a great way to send targeted messages with information you know is relevant to your customers. Labels allow you to create smaller groups of customers within your overall contact list. There are several ways you can organize your contact list with labels, but this article will review how you can do this automatically through your hotspot.

This feature allows you to apply labels to your customers as they connect to your guest WiFi network by specific days, times of day, or for an event! Then later on, use your targeted messages to these labels and youll see increased customer engagement, open rates, and sales.

Note: Depending on your subscription, you may not see some of the features reviewed in this article in your dashboard. Contact our support team with any questions or to make changes to your subscription.

How should I use it?

Do you have any upcoming events or recurring weekly specials? Those are good opportunities to understand who is visiting and when, to reach out to them with the most relevant content.

For example, let's say you have a bowling center with weekly league bowlers on Wednesday nights. Youd create a recurring label such as "league bowlers" for customers who visit from 7-9pm every Wednesday, then send them league information or special offers. Maybe you have a music venue that wants to target concert attendees by genre, like alternative rock, to market to them about upcoming concerts they would enjoy. Youd schedule a label to be applied on the day of the concert to target customers interested in bands of similar genres at a later date.

Here are some additional ideas:

Specific dates and times: Concerts, company events, weddings, tasting nights, holidays

Recurring days and times: Sunday football, weekly bowling leaguers, Happy Hour, lunch crowd, weekend brunch crew

I'm in. What's next?

First, visit the Hotspot tab on your dashboard and click Edit. Then, select the Settings tab at the top.

Create your label and click Add.

Next, assign your label details.

Press Save and you are all set!

Zenreach Mobile makes it easy for you to stay in tune with your business and connect with your customers in real-time. Use the app to respond to feedback, get to know your top customers, and see when and how Zenreach drives new customers into your business.

Zenreach Mobile also notifies you when key customers walk through your door social influencers, lost customers, and negative reviewers so that you can make sure they have a great experience at your spot.

Get Started

Download Zenreach Mobile from the following app stores:

Log in

Use your Zenreach login credentials to log into the app. Not sure what they are? Email your Account Manager or [email protected] for assistance.

If you do not see a portal automatically pop up on your device, first, ensure you are seeing your network name appear on your WiFi network list. Once you confirm you are connected to the appropriate Zenreach Network, try opening a web browser and going to an unsecured website, such as www.cnn.com. This will prompt your device to load the portal page. If you still do not see a portal load, please contact our Support team at 415-299-8172 option 5 or submit a request at the top of this page.

Take Real-Time Action

Zenreach Mobile makes it easy for you to stay in tune with your business and connect with your customers in real time.

Know whos in your store right now

Respond to customer feedback

Get notified when you receive new reviews, or when customers, or social influencers visit

Send email campaigns from your phone in just minutes

Note: Depending on your subscription, you may not see some of the features reviewed in this article in your mobile app. Contact our support team with any questions or to make changes to your subscription.

Get Started

Download Zenreach Mobile from the following app stores:

Log In

Use your Zenreach login credentials to log into the app. Not sure what they are? Email [email protected] for assistance.

Track business growth

Greet loyal customers by name

See an employee in this list? Just click on their profile and switch the employee flag on.

Manage your reputation

Send email campaigns

What is PCI compliance?

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that all companies that accept, process, store or transmit credit card information maintain a secure environment. Learn more.

How is Zenreach PCI compliant?

If you are currently offering guest WiFi and are already PCI compliant, installing Zenreach, in the same manner, will maintain your PCI compliance.

If you are not currently offering guest WiFi, your Zenreach access point (AP) should be installed on a completely separate network from your POS system. To accomplish this, either plug the AP directly into the main modem/router or separate it by a firewall. In essence, we are creating a separate network dedicated to guest traffic.

How much bandwidth do I need?

Bandwidth is the amount of available data expressed in terms of speed, usually in megabits per second (Mbps). The amount of bandwidth you have is defined by the packageyou'vepurchased from your Internet Service Provider (ISP).

Generally speaking, we recommend having a minimum of 10 Mbps and upgrading as needed. A good rule of thumb is to have one access point and 30-50 Mbps per every 50 guests in store, depending on environmental considerations (layout, walls, obstructions, etc.)

Not sure what bandwidth you currently have? Check with your ISP.

Can I limit the amount of bandwidth my customers can use?

Yes. Ask your Account Manager or email [email protected] for assistance.

How far does my WiFi signal reach?

One access point generally covers about 2,000 square feet, which is about 150 feet in any given direction. However, this is dependent on the number of obstructions (walls, doors, etc.) between the access point and guest area. We recommend installing the access point in a centrally located area and testing the signal strength at various spots throughout your business to ensure a strong connection.

Can I extend the range of my WiFi?

If you need to extend the range of your WiFi, an additional access point will be necessary. Unfortunately, were not able to support extenders or repeaters as they disrupt Zenreachs ability to track guest visit behavior and accurately report your customer data.

If your business is located in Canada, you have to make sure youre compliant with Canadian Anti-Spam Laws or CASL. Fortunately, Zenreach has already taken the necessary steps to ensure you are compliant!

Note: This article is provided as a resource and to advise the ways Zenreach maintains CASL compliance. If you have additional questions about CASL, reach out to a legal professional in your area.

Email collection

CASL regulations require that express consent be given before communicating with your customers electronically. Express consent means they have knowingly opted in to receive marketing communications from your business. Zenreach ensures you are compliant through the opt-in portal and Web Widget.

CASL also prohibits requiring a customer to provide their email address to use your WiFi. Zenreach makes sure you are in compliant by offering a No Thanks option on the portal of Canadian businesses - this way your customers can still access the free guest WiFi if they do not wish to share their email address.

What if I import emails?

All emails imported into your Zenreach dashboard need to have been obtained through an express consent method. For example, obtaining contacts through an opt-in method with a different email marketing provider, then importing that list into Zenreach is an acceptable import. Importing email addresses without express consent and sending electronic communications to them can result in legal consequences including fines of $1-10 million per violation.

Sending emails

CASL requires the following information be included in every message to your customers:

Company name

Address and contact information

Unsubscribe option

Zenreach automatically includes all of this information at the bottom of each email in the footer. This cannot be removed and ensures you are CASL compliant.

The General Data Protection Regulation, or GDPR, became effective on May 25, 2018. You may be wondering how it impacts your business and your Zenreach service. To support our customers, Zenreach has consulted with privacy professionals in Europe and the U.S. While wecan'toffer legal advice, and we recommend you consult with your own counsel, were happy to share some of what weve learned to help educate our community.

What is the GDPR?

The GDPR is a new privacy law applicable in the European Economic Area (EEA) that regulates the processing of personal data of individuals in the European Economic Area. Among other things, the GDPR regulates the collection, use, and sharing of personal data of EEA individuals. The GDPR applies to any organization physically doing business in the EU or otherwise processing personal data of individuals in the EEA. However, for businesses that are processing personal data of EEA individuals but that have no physical presence in the EEA, it only applies where the businesses offer goods and services to EEA individuals or where they monitor the behavior of individuals in the EEA.

For businesses that meet these criteria, the GDPR defines a set of requirements governing the collection and processing of personal data. These requirements include, but are not limited to, specifications around consumer consent, storage and security of collected data, and certain rights by individuals to access, correct, and request deletion of their data.

How does GDPR impact my business using Zenreach?

The good news is that, since your business is not located in the EEA and the data generated by Zenreach is generated outside of the EEA, the GDPR shouldnt affect your use of Zenreach.

What happens if a European tourist visits my store in the United States and signs into Zenreach WiFi?

Since your business is operating outside the EEA, and the data that is gathered and generated by the Zenreach system originates outside the EEA, we do not believe the GDPR applies. A users EU citizenship does not change our conclusion, because the issue concerns whether the company is intentionally offering goods and services to residents of the EEAnot whether an EEA tourist comes into the United States and purchases goods and services here and in the process provides personal data to the U.S. business.

What about my website and use of the Zenreach website email collection widget?

The GDPR specifically provides that merely operating a website accessible to EEA residents does not constitute offering goods and services in the EEA. So the use of your website is not a basis for GDPR applicability.

With that being said, if you are using your business website to offer goods and services in the EEA (for example, selling coupons for e-commerce transactions in Euros to European citizens), then you might be impacted by GDPR, and we encourage you to contact an appropriate privacy professional for further assistance.

Moving Forward

We hope this information is helpful to you. We are here to help you with any questions about your Zenreach service and will continue to work with our customers as technology or legal obligations change.

Depending on your subscription, you may be able to add or remove users within your dashboard. If you do not see these options in your settings, reach out to our support team.

Were happy to help you add or remove users on your Zenreach account. Send an email to [email protected] including any email addresses of users you'd like added or removed. If you have more than one location, specify which locations you'd like the user updates applied to.

To add or remove users, follow the steps below.

Adding Users

Navigate to the Manage Users option under your dashboard settings [email protected]

Click Add a user

Fill out the form and select locations

Note: All users will have full access to your business dashboard. The user role will not change their access.

Click OK when finished. An email will be sent from to the user prompting them to set their password and login to the dashboard.

Removing Users

Click on the user profile

Click Remove

The Settings page, represented by the gear icon in the bottom left corner, will allow you to update business settings like business name, address, average ticket price and social media links.

Note: Depending on your subscription, you may not see some of the features reviewed in this article in your dashboard. Contact our support team with any questions or to make changes to your subscription.

Personal and Account

Here youll update your name, phone number, and password. Click the save button below each setting when youre finished.

this link

Billing and subscription

Provides contact information to reach our Billing and Support teams.

Locations

Reply To Email

This email address is used to update the email address all of your customers' replies are directed to when they respond to an email you've sent. Simply enter the email address where you'd like to receive your customer replies and click Save.

Note: This does not change the email address your emails are sent from. Your emails have the highest deliverability when they are sent from the email address they are actually delivered from. For this reason, we do not allow changes to the email address your emails are sent from.

Business Address

Here you will find options to update your business name, address, and average ticket price. Choose the location youd like to update in the top right corner or select all locations to update your brand account.

Average Ticket Price

Scroll down to update your average ticket price. This amount is used to calculate revenue figures and any values associated with customer profiles. Your Incremental Revenue figure is calculated by multiplying the number of Walk-Throughs you've seen by your Average Ticket Price to give you an idea of how much revenue your return customers are contributing to your business.

Email Notification Settings

Get notified right away via email if youre using Reputation Builder to solicit feedback from your customers. Under Email Notifications youll find all of the users for your account listed. You can toggle on and off which email addresses should receive your notification of new feedback - blue means the notifications are turned on.

Dont see the email youre looking for? Add additional users to your account and then youll be able to send them notifications.

Social Media

The Social Media tab in your dashboard allows updates the links that are displayed at the bottom of your emails. Your Social Media options include Facebook, Twitter, Yelp, Instagram, Youtube, Pinterest, Foursquare, OpenTable, Google+, TripAdvisor and your website. Simply update the field with your preferred social media link and click "Save". Once your links are populated, you'll see the icons for the links you've filled displayed at the bottom of each of your emails.

Note: If youre using a saved template, youll want to delete your social media bar from the bottom of your email and drag in a new one from the left, or click on the social media icon to update the link manually. Additionally, youll want to do the same in any Smart Emails you created prior to updating your social media links.

Twitter and Instagram do not require a URL. Simply add your handle, the "@" symbol with your username after. No other information is needed.

Manage Users

The Reply To Email field, found under the Account tab in your dashboard, is used to update the email address all of your customers' replies are directed to when they respond to a Smart Email or Message Blast you've sent. Simply enter the email address where you'd like to receive your customer replies and click Save.

Support

This will link you to the Help Center - whichyou'vealready found if youre reading this! However, if you need it again in the future, click the link under your settings.

TOS

Find our terms of service by clicking this link.

Privacy Policy

Find our privacy policy by clicking .

The Advertising tab in your dashboard takes you on a deep dive into the performance metrics of your Zenreach Ads.

Here youll find:

Overall Walk-Throughs, ad engagement, and views delivered by date

The last live campaign ad spend and how many days are remaining

The best performing audience segments, advising who your ads have been most effective at influencing

Note: Depending on your subscription, you may not see these features available in your dashboard. Contact our Support Team or your Account Manager with questions or to make changes to your subscription.

Below your overall ad performance metrics, click on a specific campaign for a further breakdown of its ad performance.

Metrics are broken down by ad channel (Facebook, Twitter, or Google) displaying views, click through rate, frequency, and engagement for each.

A detailed cumulative breakdown of Walk-Throughs, ad impressions, and engagement is shown by date - allowing you to see what days your ad was most effective.

In addition, view the demographic breakdown of the customers for each category - Walk-Throughs, ad impressions, and engagement by selecting the desired tab at the top.

If you have additional questions, reach out to our Support Team by clicking Submit a Request at the top of this page.

Customer value

Zenreach attributes a dollar value to your customer profiles based on the number of times they have visited. These values will be displayed on the individual customer profile found under Contacts.

Zenreach calculates this number by taking the number of total visits, multiplied by your average ticket price. Average ticket price can be updated in your business settings.

In this example, Shawn has accumulated three visits with an average ticket price of $10 per visit displaying a customer value of $30 so far.

Note: The default average ticket price is $20, unless otherwise changed.

Incremental revenue

The Insights tab provides an overview of your businesses performance. One of these metrics is called Incremental Revenue. This figure is calculated by taking the average ticket price per customer, and multiplying by the number of Walk-Throughs in a given time frame.

A Walk-Through is customer who has physically walked through your doors within seven days of receiving an email. This figure gives you an estimated amount of revenueyou'vereceived as a result of your return visitors.

If you do not have any available ethernet ports on your existing modem or router to plug in your Zenreach Access Point, we are happy to send you a switch. A switch provides additional ethernet ports. You can think of it as a power strip for ethernet ports.

Which company will be delivering my Zenreach equipment?

Your Zenreach access point (AP), and all necessary equipment, will be delivered to your business through FedEx. Were excited to partner with your business, so to expedite the delivery of our shipment, we provide 3-day shipping for our packages.

Barring any weather delays, FedEx/shipment delays, or personal requests for a later shipment date, your business should be good to hit the ground running with installing our equipment within a day or two of signing up for our service.

Content of the Box

Zenreach access point

Red Ethernet cable

Small, black Power over Ethernet injector and power cable

White Ethernet cable

2 Free WiFi decals

Zenreach branded table tents

Quick Install Guide

Please reference the Quick Install Guide in the box for instructions or click installation instructions to learn how to install your Zenreach access point.

Zenreach integrates seamlessly with these hardware options

For questions about hardware compatibility and integrating Zenreach with your current infrastructure, contact our sales team at (415) 299-8172.