Our experts answer your most frequently asked questions about mobile wallet marketing.

I don’t have a loyalty program, can I still use the Wallet?

Yes! 50% of our customers do not have a loyalty program. The wallet is now used by brands to meet the challenges of online and point-of-sale acquisition, activation and loyalty. Brands are increasingly using it to broadcast a service or respond to crisis/emergency communication.

I already use a lot of channels… what can the wallet do for me?

Traffic today is mainly mobile. Brands must therefore find new ways to attract customers to their mobile channels. But you still need to have reach and customer retention! The mobile wallet then takes on its full interest.

Is the Mobile Wallet suitable for the franchise system?

Yes of course. The Captain Wallet platform was built so that each franchisee can use the mobile wallet independently.

How many campaigns can we run with the Mobile Wallet per month?

It all depends on the content you want to push to your customers. We support our clients on the volume of wallet campaigns depending on the use case and the content to be relayed. On average, our clients send 1, 2 or even 3 wallet campaigns per month.

How can the wallet fit into the strategy of a brand that has already developed an app?

If you have a mobile application, know that the mobile wallet complements the application. The objective is not to channel the traffic of your application but on the contrary, to allow the brand to have additional reach, since the wallet also allows you to highlight and boost the traffic of an application.

What types of applications does the Mobile Wallet work with?

Your customers do not need to download an application to retrieve content from their wallet! 100% of your customers have a wallet in their phone, whether it’s Cards for iPhones or Google Wallet for Androids.

Is the Mobile Wallet suitable for Pure Players?

We support Pure Players brands like Rakuten or Sarenza.

Our objective with the mobile wallet is to generate traffic from the wallet to the brand’s website in order to increase the average basket and the recurrence of purchases on these sites.

What are the uses of the Wallet in France and internationally?

25% of smartphone owners use their mobile wallet. At Captain Wallet we have 12 million active cards in France, for example, or 1 in 4 smartphones!

Can we manage Mobile Wallet functionalities centrally with its other channels?

Wallet management can be done in 2 ways:

  • From the Captain Wallet platform
  • From a tool already existing at the brand (Salesforce, Adobe, Selligent, etc.). A connector has been developed with these tools which allows our CSM teams to manage the mobile wallet from them.

How quickly can the wallet be put into place?

The Mobile Wallet can be put into place in 1 week or in 1 or 2 months depending on your needs and customer responsiveness. It is estimated that on average, the production lead time is 6 weeks.

Is the technical integration of the Mobile Wallet complicated?

The integration depends on the needs of the brand. The more the brand wants personalization elements and real-time data updating, the more integration will be necessary. But it does not always require technical integration…

Is the mobile wallet suitable for small structures?

The answer is of course yes! The wallet is suitable for all types of businesses. We answer it on video 👀

With a predominantly senior audience, is the wallet an effective channel?

Some of our brands, such as mutual insurance companies, have predominantly senior audiences. Despite this, we manage to engage up to 30 to 40% of the audience, from the first year!

Does Captain Wallet comply with GDPR standards?

GDPR is essential! We sign with each brand their charter relating to the management of personal data. The wallet is then in the hands of the consumer!

Other questions we get asked

What is the added value of Captain Wallet?
We enable brands to transform Apple Wallet and Google Pay into a mobile relationship channel.
Mobile wallets basically dematerialize marketing materials such as coupons, e-reservations, badges, transport tickets or loyalty cards. However, these supports remain static. Our solution boosts the engagement of your customers from their mobile by allowing: sending scheduled or geolocated push notifications directly to the locked screen of your customers/prospects, updating your dematerialized passes with the content you want, to personalize these messages and automate them.
You also benefit from support from our mobile wallet marketing experts who help you set up your campaigns, choose the right messages or the right strategy.

Is Captain Wallet’s platform compatible with standard campaign management tools like Adobe, Salesforce, Oracle, IBM, etc.? ?
We have developed connectors with major CRM players such as Salesforce, Adobe, Selligent, Actito etc., and can thus be connected to any campaign management tool.

How do you compare to loyalty apps like Fira, FidMe, etc.? ?
These are applications with a “media” type business model. They offer brands the opportunity to target their assets and can pit two competing brands against each other in the same segment.
Furthermore, the opt-ins and data collected by these applications do not belong to the brands, but to the publishers of these applications. In other words, if the service stops, the brands lose all their assets.
It should also be noted that customers must download these applications to be able to obtain your (static) loyalty card.
Mobile wallets target the contacts in your database, allowing you to segment, personalize or automate. They also give you great flexibility by updating your passes with the content you want, personalizing your messages and relaying your communications via sending push notifications.

Why use the wallet rather than a retailer’s application which is relatively easy to use and complete in terms of services (promotion, payment, notification, geolocation, etc.)?
The wallet and the classic application do not oppose each other, they complement each other. We recommend that customers who already have an application keep it. They can thus continue to engage the 5%-10% of their databases active on the application. The wallet is involved in activating the remaining 90%-95% who do not interact with brands via their apps.
It should also be noted that offering coupons, concert tickets, boarding passes, e-reservations, gift cards, invitations or loyalty cards in the wallet makes it possible to remove a step in the customer journey.
The dematerialization of these supports in the wallet can in fact be done in two clicks, while their installation in an application involves downloading the latter before being able to actually install a loyalty card or a coupon. This additional step requires a lot of effort on the part of customers and can prove dissuasive.
Furthermore, the mobile wallet requires no development or maintenance on the part of the brand, and thus represents a saving of time and budget compared to the app.

If our business is not based on frequent purchases (e.g.: one purchase every two years), are wallets relevant?
Yes, they remain relevant. Mobile wallets are good levers for pushing offers and encouraging end customers to convert. It is important to note that wallets are also conversational channels. You can broadcast your news (new collections, events, commitments, favorites, partnerships) and thus establish a close relationship with your customers. In this way, you maintain a strong link with them who, even over longer sales cycles, will not fail to repeat a purchase.

Are wallets end-of-course devices like coupons or rather conversion initiators?
Both. They serve both acquisition, activation and loyalty.

What is the typical profile of the walletized user?
There really isn’t one. We also work with so-called Millennial brands like Jennyfer, seniors like Guerlain or transgenerational brands like Intersport. The important thing is the storytelling offered by the brand.

How long is a wallet holder considered inactive?
A wallet holder is considered inactive when he uninstalls his card from his wallet. As long as he has not performed this action, he is counted as an asset.
If the customer requests the brand to be removed from its base. We are not able to remove the card from his phone, but can deactivate it. The card is then anonymized (removal of personal data from the card, and stopping of pass updates and sending of push notifications).

Can a brand, through the wallet, gamify its relationship program?
Yes, many brands use mobile wallets to distribute their marketing games (competitions, sweepstakes, etc.). Some scenarios can even go further by sending geolocated pushes.

What can we do with geofencing with onboarded customers on Apple Wallet and Google Pay?
You can send geolocated push notifications when a person is near a reference store or when they are within the perimeter of a beacon.

How does the dematerialization of a wallet card via a Wi-Fi network work?
Wi-Fi is a touchpoint like any other. When a person tries to connect to a network, whether in a restaurant, a shopping center or a store, a page which offers to download the pass wallet to their mobile is displayed on their screen. It is also possible to generate a form on this page to personalize the card with the mobile user’s first name, last name or email address.

How to recruit customers on the wallet without CRM?
The possibilities for recruiting customers on Apple Wallet and Google Pay are numerous, even without CRM!
For example, you can encourage visitors to your points of sale, your website or your social networks to dematerialize your wallet card.
The customer can also join on their own through the services you offer them (e-reservation, Click & Collect, invitations, competitions, etc.).