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How to Start a Loyalty Program on Mekari Qontak

Article author
Learning Center Mekari
  • Updated

On Mekari Qontak, you can manage customer loyalty programs starting from membership tiers, managing point accumulation rules, to rewards/vouchers data through the Loyalty menu.

Important
The Loyalty feature is currently only accessible to certain accounts starting July 1, 2026. If you are interested in joining the early access program, please contact our Account Manager (AM) team or Support team. Access to the Loyalty feature will be granted after our team reviews the suitability of your use case. Information regarding the General Availability (GA) schedule will be announced later.

A. Preparation Before Using Loyalty Management

Before starting to use Loyalty Management, make sure your business has prepared the following to ensure the loyalty program runs effectively and provides optimal benefits.

1. Define the Loyalty Program Goals

Determine the primary goals you want to achieve through the loyalty program.

Examples of common goals used in loyalty programs include:

  • Increase repeat purchases.

  • Increase upselling and cross-selling.

  • Increase the number of members.

  • Improve customer retention.

  • Enhance customer engagement.

Ensure the program goals are clear so that the rewards, campaigns, and loyalty mechanisms created remain relevant to business needs.

2. Define Target Member Segments

Determine who can participate in your loyalty program, for example:

  • Customers can register as members after making a purchase with a minimum transaction value.

  • Customers can register as members directly without purchase requirements.

  • The program only applies to customers in certain segments.

Defining target members will help the business develop more effective acquisition and retention strategies.

3. Define Reward Models and Loyalty Policies

Determine the reward mechanisms to be used in the loyalty program. Some things that need to be established include:

  • How customers earn points.

  • How customers use or redeem points.

  • Rules for redeeming rewards.

  • Point conversion values.

  • Point validity period.

  • Validity period of rewards or vouchers.

  • Other special terms applicable in the program.

Make sure all rules are clearly written and easy for members to understand.

4. Ensure Operational and System Readiness

Ensure the business has operational processes that support the running of the loyalty program.

Examples of readiness that need to be prepared:

  • SOP for member enrollment.

  • SOP for handling disputes or point corrections.

  • SOP for transaction refunds affecting point accrual.

  • Internal escalation flow for loyalty program issues.

  • Integration with POS or transaction systems used.

    Integration with sales systems (POS/Web) is required so that point calculations can run automatically.

Good operational readiness will help maintain a consistent member experience.

5. Determine the Platform for Members to Access Loyalty Information

Decide the media that members will use to access information related to the loyalty program. Information that generally needs to be available:

  • Membership status.

  • Point balance and history.

  • List of available rewards.

  • Reward redemption history.

  • Information on how to earn and use points.

On Mekari Qontak, you can request a custom member portal so members can independently access loyalty information anytime to maximize the benefits of the loyalty program. Besides the member portal, other alternatives include:

  • Cashiers or store staff when members make transactions (integration is required to obtain this information from Qontak)

  • Customer service via WhatsApp (coming soon)*

B. Setting User Roles & Permissions

Before managing Loyalty Management on Mekari Qontak, you can set access rights for each team member through the Account > Roles menu. This setting helps ensure each user can only access features appropriate to their responsibilities.

Through the Roles settings, you can assign users who have access to:

  • Manage loyalty rules and loyalty program policies.

  • Manage the list of redeemable rewards.

  • View member information and profiles.

  • Access loyalty information on the Customer Detail page.

  • View loyalty reports.

  • Export member data, point accrual, and redemption history.

With proper access rights settings, businesses can maintain data security while ensuring the loyalty program operates in a more controlled manner.

The company owner (Owner) by default has full access to all menus and Loyalty Management features.

C. Understanding the Loyalty Program Flow

Generally, the loyalty program usage flow consists of the following stages:

1. Customer Registers as a Member

Customers need to be registered as members to participate in the loyalty program and obtain various available benefits. Registration can be done through:

  • Member Portal

  • WhatsApp, either via human agent assistance or chatbot

  • Other media provided by the business

After successful registration, customers will have a membership account that can be used to collect and use points.

Important
Not all customers are members. However, all members will be recorded as customers in Qontak.

2. Customer Earns Points

Customers can earn points from various activities determined by the business. Examples of activities that can generate points:

  • Purchasing products or services.

  • Registering as a member.

  • Submitting reviews.

  • Participating in campaigns or certain promotional activities.

  • Other activities that meet the loyalty program requirements.

Point calculation and awarding can be done automatically based on active loyalty rules. The activities above depend on the point accumulation rules you create in Qontak and the integrations you perform with your system.

3. Customer Redeems Rewards

Points accumulated can be used by customers to obtain various benefits according to the loyalty program policies. Examples of point usage:

  • Discounts on the next transaction.

  • Redeeming certain products or gifts.

  • Redeeming vouchers.

  • Other exclusive benefits provided by the business.

The point redemption mechanism follows the redeem rules set in the loyalty program.

4. Business Re-engages Customers

Loyalty data can be used to run more personalized marketing and engagement activities with customers. Examples of segmentation that can be used:

  • Membership tier

  • Point balance

  • Customer activity

  • Transaction history

  • Reward redemption history

Through these segmentations, businesses can send more relevant campaigns to encourage customers to transact again, increase engagement, and strengthen customer loyalty.

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