Kangaroo - Avis

The level of service our team gets from Kangaroo is out of this world. From setup to ongoing support, they've answered our questions with patience and ease. [sensitive content hidden] has been of the top examples of best customer service I've seen across all of our vendors.

Nothing yet! Some features were "wishlist" and they've already delivered on some and are looking into implementing others.

The biggest advantage is that it is fully integrated with Lightspeed POS and E-comm. So, it helps us to create a seamless customer experience. The basic features, such as tracking customer purchase history in analytics and being able to send offers to all of the customers, works at least as well as other loyalty programs.

A lot of the additional features promised, such as being able to do targeted campaigns based on purchase history and promotions based on category, don't work as promised. The software doesn't capture the information necessary to do targeted campaigns. And, when you try to do a promotion based on a category, you can't select the category from Lightspeed. You have to tag all of the products, which is a lot of extra work.

nice simple product to use ...

nice to be able to provide customers with rewards ...

missing some features that another product had ...

need to be able to let people know when they have a discount ...

I like that I can set up campaigns to get deals and specials out to our customers. I can also provide drawings, contests, etc in the stores from this program.

There always seems to be a glitch or two in the system. I also would like to see more features available so that I can utilize it in other ways. I do make suggestions all the time so I hope they don't go into the void when I do. I have seen one of my suggestions come to pass on the program.

I love how Kangaroo Rewards integrates with my Lightspeed POS system. It is very straightforward and easy to use. I can customize how my customers receive points/rewards/bonuses and more! It feature automatic campaigns that reach out to my at-risk customers that reminds them that I still should be part of their shopping experience/reminders. I like the support the company gives to the users. They are always willing to improve the rewards system and also willing to listen to make changes that I find not useful/difficult/confusing. We are part of the top 5 users of Kangaroo Rewards in the franchise that I am in and it's been a great experience so far!

My major complaint to the company was the layout on the administrator's website. I find it very difficult to navigate and find exactly what I need. Some of the self-service FAQ's have been down for a bit but they are finally back up. At a conference I attended, Kangaroo Rewards assured to me that there is an update coming and will be available soon that addresses all my concerns! So it's exciting to see that they are listening to user feedback.

Firstly it linked with our POS which was a big plus for us and although this has nothing to do with the actual program, the customer attention for onboarding and setup was great. There are so many options for how guests can be rewarded that you almost get lost, but this allows you to specialize days, weeks, a certain time and so forth allowing for a very customizable service.

My biggest concern is the sign-in page for the customer. It is a little too basic for my liking and doesn't properly resize for the screen used. I wish it looked more like a web app that a webpage.

I chose Kangaroo Rewards to power our loyalty program because I can create custom rewards and offers, target and market via SMS text and email to my customer database all in one platform. The custom app that they built for me, enables my customers to make a reservation, order online, refer friends, view our menu, browse offers and promotions, market events with custom banners and, track their progress. It's professional and the QR code, let's customers scan in really quickly.

It's a strong program with a lot of options, so there's a bit of a learning curve. Their support team is really great and I had my team trained up in 1hr.

It is easy to use, easy to reach customers. I am only using basic as of right now, however, [SENSITIVE CONTENT] has mentioned the other ideas that use could use and we will be using.

My employees could enter new customers and look at existing customers and their points, rewards and keep them inform of future events.

Kangaroo rewards has given us the ability to keep in constant contact with our customers. Features such as the referral program, draw option, reminders, and scheduled messaging has been a valuable part of our growth. Kangaroo easily and seamlessly integrates with our Lightspeed POS platform.

The only issue I have had with kangaroo is the need to have images for rewards and draws that are only for internal use.
It hasn’t affected our satisfaction at all.

I like how easy it was to set up the rewards and get customers to use the app to check in and earn points. We're very busy and the QR code really speeds up the process. Now that our email and text marketing is all in one, it's very fast to set up a campaign and get it sent out.

Everything works exactly as promised. I have nothing negative to say.

No app is required! This is huge to customers and has encouraged many people to join it. I like that it is based on phone number as well because I think that is easier for people to remember than an email. I love the features with the text/email blast options.

We have been integrating this into our new point of sale system from our old point of sale. We've run into some issues with points/settings not correctly transferring over. I also wish there was a more efficient way to show points on the receipt- right now points are only shown if you replace the notes section in the point of sale. This is more of an integration issue that I hope can be worked out.

Easy to use, easy to train employees to navigate and log customer points.

It's a two step process with input into our POS. It would be nice if it could be integrated.

Easy to setup
UX is straightforward
affordable

Design of the UX
How it needs to be administered using the tablet and not on the PC
Backend isn't as straightforward as I would like - newsletters aren't user friendly

- Very easy and intuitive for the staff to use at the sales counter.
- They are integrated with Lightspeed Retail.
- The development team is very receptive to suggestions and feedback.
- We have the ability to have "automatic" discounts and offers for our loyalty members, and the staff don't have to think about it or remember them!
- We can send marketing through Kangaroo, which has the potential to eliminate our current email marketing provider
- The price is fair

- They don't have full access to Lightspeed's API, so there are limitations on the offers that we can offer to our customers automatically. The program has so many offers available, but they can't integrate into Lightspeed yet.
- We aren't able to show the customer's current points balance on the sales screen yet (because doing so overwrites the customer's notes)
- The user interface in the admin portal is slow(ish) to respond
- When updating points balances, there isn't a way to note the reason

It integrates with Lightspeed and I needed a rewards program & a way to communicate with my customers

I feel it is rather expensive, partly because I don't have time to set up and use all of the features I'm paying for. I think the Lightspeed app is expensive also but I need something to run my business effectively and these apps work well together

I like everything about the system. They did good work putting it together.

Not being able to set our customers up with a default PIN when signing into the Loyalty App for the first time.Our customers currently have to email Kangaroo support in order to establish their PIN when using the Loyalty App for the first time.

Kangaroo Rewards helps you better retain your customer base, it tracks rewards and helps you engage with customers that haven't shopped in a while.

It was a little hard for some of our staff to get the hang of -- we eventually decided to go with another rewards program due to ease of learning and use.

I love the unique features that Kangaroo offers to retarget existing customers and how they are all built into one platform! It's so much more than just a points based system. Having the ability to tag customers and segment them for marketing is worth every penny!

There are a few features I wish were more customizable to our brand and I wish customers could be set to a certain tier level on a case by case basis, without having to do that for all of your customers. We have several thousand customers enrolled in our loyalty program so it's unfeasible.

Kangaroo rewards is fairly easy to use. Layout is clear and ads are not overpowering.

With frequent updates on one of our tablets we need to go directly into play store and click update manually, it doesn't do it itself. Sometimes system freezes.

Ease of use
Number of features
Integrates with Lightspeed
Customer support is great

Tablet version is buggy
Wish it would allow you to edit offers when using them in marketing emails.

I run a small scale business but we have fantastic profits and a lot of repeat customers, and Kangaroo was able to help me develop my own rewards program for my loyal & dedicated customers/clients. Kangaroo was very easy to learn and to navigate, which reduced the time it took to be able to achieve the rewards system that I wanted to great. When you're running a business with a close-knit team but have high production demands, time is very important, and I praise Kangaroo for helping me develop my rewards system without forcing me into spending too much time trying to learn how to navigate the software.

I don't have any cons; I still use Kangaroo on my site!

ease of use for both Merchants and Customers.

Nothing to mention other than whatever we want to have, we just ask for it and they add it for everyone else to benefit from. they're amazing!

The ability to send text messages to customers direct.

Cost of the program plus adding in texting costs runs high.

Customizable, professional brand, a lot of features

Price

The Kangaroo team has been a joy to work with as we required some customization to their standard platform. Everyone has been super responsive and helpful and the customers are excited to roll this new technology out beginning March 1.

Getting the payment customization is taking more time and effort than I planned for, but I believe that it will get implemented as planned shortly.