Table of Contents

New User Guide

Meghan McEnry Updated by Meghan McEnry

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Welcome to your new Referral Rock account! We’re excited to get you up and running. Whether you’re taking over this project from a previous team member, or assisting with your program setup, this New User Guide will help you get started in a few simple steps.

Below, there are links, guides, and frequently asked questions to assist in getting you up to speed with how to use Referral Rock.

As always, please get in touch with your Customer Success Manager for further clarification. You may also reach out to support from the Chat bubble in the bottom right corner of your screen 

Chat support is online for standard U.S. working hours. Our chat support team will get back to you as soon as possible.

1. Setting Up your Account

First, let’s begin by logging into your account. If you already have a Referral Rock username and password, you can login by clicking here.

If another team member has an active Referral Rock Administrator account, have them Add You to Referral Rock as a Team Member.

If you’ve forgotten your password, you can start here by resetting your password.

If you do not have an active team member on Referral Rock, and you have not previously set up an account, please contact support.

2. Understanding Referral Rock 

Referral Rock utilizes a few key terms that are crucial to your management experience on the platform. Please take a moment to familiarize yourself with the below terms. 

Key Concepts

Program

Everything related to a single referral channel is designed and managed through a program. Other commonly used phrases include campaigns or promotions. Each program has its own pages, workflow and rewards. Referral Rock allows you to run multiple programs catering to your different audiences

Member

This is the person that is referring your business to new customers or users. Common types of Members include existing customers, partners, employees, etc

Referral

These are the people that are engaging with your business for the first time. This could be a friend or colleague of the member and can lead to potential new business.  Other common terms include lead, new customer, subscriber, applicant, etc

Reward

An incentive you give to either the Member, the Referral, or both! (Configurable when you edit your program)

Payout

The manner in which you reward your Members and Referrals. Referral Rock can automate payouts through Gift Cards, Coupons and PayPal

3. Navigating Referral Rock

Whether you’re starting from scratch or helping your coworkers manage your referral program, take a look at the short video below to get an overview of the different areas of Referral Rock. Along with the Key Concepts you learned previously, this video will help you be on your way to becoming a Referral Rock expert!

4. Promoting your Referral Program

Engaging current members through promotion is a vital step to maintaining the momentum of your referral program, while simultaneously drawing new users to become members. Ultimately, all referral programs’ success boils down to promotion. Without a strategic promotion plan in place, referral programs tend to fizzle away and are outclassed by competitors with consistent promotion.

For more details on best practices on best practices and ideas for promotion, be sure to check out the Referral Rock - Referral Marketing Hub.

If you have run promotion in the past, you can also review our help article, Promotion Best Practices, to make improvements and generate new ideas.

Finally, should you still need to launch your program, check out these great suggestions and best practices in our Definitive Guide - Launch Your Program.

5. Analyzing Results & Program Optimizations

After your program is set live and your promotion is underway, members and referrals will begin populating in your account. You should continue to partner with your Customer Success Manager in order to optimize your program based on results gathered.

Keep in mind, every referral program is different and therefore success must be measured as such. Thankfully, you have a Customer Success Manager who has seen thousands of referral programs, and will actively help you analyze results from your program and make adjustments accordingly.

Get in touch with your Customer Success Manager to review the results from your program, and learn about Referral Rock’s best practices.

Frequently Asked Questions (FAQs)

How do I add a member?

You can find more information on adding a member by clicking here.

How do I add a referral?

Directions for adding a referral can be found here by clicking here

How do I add a reward?

You can find out more about manually issuing rewards in our Rewards Management help article.

How do I review statistics for automated emails sent from Referral Rock?

View email statistics and details on individual email communication made through Referral Rock. The filterable table shows you the recipient's email address, the status of the email (Delivered, Bounced, Blocked, Pending), type of email, as well as the delivery, open, and created dates.

To lean more, click here.

How can I receive fraud alerts and general notifications about my program?

You can edit who receives these emails by going to Logs > Notifications > Settings under Notification Management or click here.

I just received a fraud alert. What does this mean?

Our fraud alerts are all detailed out in our Fraud Management help article.

How do I add another team member (Administrator Only)?

Adding another team member is simple, you can follow these quick steps here.

How do I fund my Gift Card account? (Growth and EB accounts)

You can follow our help article to add funds to your gift card account.

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