Personal service instead of chatbots: How mobile-pocket supports digital customer loyalty

An employee wearing a headset at a computer – personalised customer service at mobile-pocket

Viktoria Lang, product specialist at mobile-pocket, provides daily support to retailers.

Digital customer loyalty sounds like technology. Like algorithms, dashboards and automated push notifications. And yes – mobile-pocket has all of that. But the platform also offers something else: an Austrian team of real people who don’t just leave retailers to their own devices with a login link.

Anyone using mobile-pocket as a digital channel for communicating with their regular customers can count on a service and support team that actively helps with campaign planning, copywriting, images, editorial schedules and timing.

On behalf of this team, we interviewed Viktoria Lang, who has been a product specialist at mobile-pocket for four years and works closely with retailers on a daily basis.

“We’ve got a real team driving this” – An insight into the mobile-pocket service

Viktoria, tell us briefly: What does your work at mobile-pocket involve?

Above all, the fact that each day is different. What I enjoy most is being able to be creative when developing content, working directly with retailers, and constantly trying out new approaches. And then seeing, based on the performance, what really works. Mobile marketing in the retail sector is evolving so quickly that you really have to keep your finger on the pulse – it keeps you on your toes, in a good way.
I’m part of a larger service and support team. So what I’m sharing today offers a glimpse into the work of several dedicated colleagues who support our partners.

In your view, what makes a mobile-pocket campaign truly outstanding?

When all the possibilities that the platform offers are fully utilised. A strong campaign combines several channel options: the ‘Offers for Everyone’ section, which can also be used to reach new customers outside the existing customer base. It also includes the direct loyalty card channel for regular customers, push notifications, geofence campaigns around the store, “Sign-up new Member” promotions to attract new customers – and, for larger partners, bank integration via a Software Development Kit (SDK).

This enables mobile-pocket to be integrated directly into existing banking apps as a loyalty programme – without significant technical effort.

“A powerful campaign on a digital customer loyalty platform is like a good concert – all the instruments play together.”

Viktoria Lang, product specialist at mobile-pocket

What would working with you as a partner be like?

It starts with a thorough induction into the business portal. We show example campaigns and explain what works and when. We then continue to support the retailers with regular reports, proactive suggestions for improvement and an inbox that is updated daily.
The key difference from a purely self-service platform is this: based on my experience and the data I see, I make specific suggestions – not just ‘write something’, but: when, how, with what text, which image, and at what frequency. That is what really takes the pressure off retailers. Smaller businesses in particular, without a dedicated marketing manager, really appreciate this.

In your opinion, what do you think will be the key factors for success in digital customer loyalty in the coming years?

The key term here is living environments – in other words, the creation of specific customer segments based on characteristics and preferences. Since reach alone is no longer the goal, it is becoming increasingly important to reach consumers in a targeted way – almost on a one-to-one basis. In mobile-pocket, living environments are segments such as a young family – which, of course, has completely different needs and purchasing interests to a student or a senior citizen. Those who take this into account communicate more effectively – and relevant communication is not perceived as advertising, but as a service.

“When it comes to digital customer loyalty, the goal is relevance – communication that is almost one-to-one with the right people at the right time.”

Viktoria Lang, product specialist at mobile-pocket

Do you actually need a customer loyalty scheme to be successful on mobile-pocket?

No, actually not – which surprises a lot of people! We’ve run very successful campaigns with international brands that don’t have a traditional loyalty programme. For example, when opening a new branch or launching a new product. These standalone drive-to-store campaigns achieve excellent results because mobile-pocket is more than just a loyalty card app – it’s a digital communication channel with real reach.

Which advertising campaign appeals to you the most?

Definitely smartphone push notifications – that is, push notifications containing advertising content displayed directly on the lock screen. The conversion rate of 2 to 4% is impressive, and the setting makes it particularly effective: users usually only see notifications from their own apps there – a non-advertising environment. This means the message really gets noticed. We take a targeted approach both geographically (at a regional level) and in terms of content (areas of interest) – ensuring the messages are highly relevant. This gives even small retailers opportunities that were previously reserved for big brands. Communicating with regular customers at this level – it’s simply exciting.

Takeaway: A digital customer loyalty platform with a human touch

What this conversation with Viktoria makes clear is that behind mobile-pocket’s technology is a team that not only knows the platform’s features, but truly understands retailers. From initial onboarding and ongoing campaign optimisation to proactive ideas that boost performance: that is the difference between a software licence and a true partnership.
For retailers of all sizes, this means they don’t have to tackle mobile marketing and customer communication on their own. The platform provides the reach and the tools. The team brings the expertise. And together, they create digital customer loyalty that really works.

Interested in a personal demonstration?

Get to know mobile-pocket and its support team in a no-obligation live demo – tailored to your needs as a retailer.

Head of Platform Sales - mobile-pocket

Magdalena Schneidhofer

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