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If you have general questions about restaurant marketing or Fishbowl’s services, see the FAQs below. 

General Inquiries
I’m a small independent restaurant. How can Fishbowl help me with my marketing?

If you don’t have the time or the expertise to do your own marketing, you can use our Marketing Services. We’ll provide you with a dedicated restaurant marketing specialist who will help you find new guests, build guest loyalty with consistent email campaigns, and manage your online reviews.  Plus you’ll get the kind of reporting you need to understand your results! (link to Marketing Services page)

If you prefer to do it yourself, you can use our simple software tools to send emails, manage your social media, and manage your online reputation. (link to Email product page)

Why should I use Fishbowl for email? Shouldn’t I just send emails using Outlook or Gmail?

Mailing to large numbers of customers on a regular basis from a personal or company email account often results in a significant portion of those emails being flagged as junk mail and never reaching the inbox of their intended recipient. With Fishbowl, you don’t have to worry about that – we have longstanding relationships and are white-listed with all the top ISPs (Internet Service Providers) such as Yahoo, Gmail, AOL, Hotmail etc. As a result, these ISPs trust that the emails we send for our customers are valid and are not spam. (link to email product page)

What is CAN SPAM and do I need to worry about that?

The CAN-SPAM Act is a law that sets rules for email marketers. The two main points to understand are that members of your email list must have Opted-In to receive marketing messages from your business, and they must have a way to Opt-Out. Fishbowl is fully CAN-SPAM compliant, and will only include guests who have Opted-In to receive marketing messages from your business in your Fishbowl member list. We make sure there is always an Opt-Out link at the bottom of each marketing email you send.

How does Fishbowl help create guest loyalty and drive repeat business?

We help you set up automated loyalty messages, such as Welcome to the eClub, Happy Birthday and Happy Anniversary emails. These messages help create, retain and improve guest loyalty to your restaurant.

I have a list but I haven’t collected guest birthdays or anniversaries, can you help with that?

Yes, we can help you get that information so you can send automatic triggered messages for guest birthdays and anniversaries to encourage guest loyalty.

I’m not tech savvy, does that matter?

Not at all, you can quickly create great looking emails using our library of over 500 restaurant design templates. If you work with a web designer, that’s fine too! It’s easy to upload images or html to create custom emails. And we have live customer support in case you need help.

What does Fishbowl’s Email program provide?

Templates: Fishbowl has over 500 restaurant themed templates, and sample pre written content for Events and Promotions to give independent restaurants ideas for email campaign content. We make it easy to create emails about upcoming events or holidays.

Reporting: View details on every email sent such as: number of messages sent; number delivered; number of hard and soft bounces; number of emails opened; number of unsubscribed; number of clicks on links in your emails; identification of which links were clicked.

Automated Loyalty Messages: We’ll help you set up Automated Loyalty Messages to send to your member list, such as Welcome to the Eclub, Happy Birthday and Happy Anniversary. You can set these messages up to go out automatically.

Email Marketing Services
Once I’m signed up, what should I do next?
  • It is always good to begin by reviewing all settings to ensure your information is correctly listed and that defaults are set based on your preferences. Start by logging in and walking through the checklist below:
  • Top Navigation Bar->Account Tab->Store Management
    •  Verify that store information is listed accurately and fully. The information stored in this area can be used to easily insert store contact information into your emails.  Click the “Edit” pencil on the store to see the detail for that store, and if changes are needed, make them in line and then click “Save” at the bottom to save your changes.
  • Top Navigation Bar->Settings Tab->Webpage Links
    • Verify that all applicable links are added and that each link is full and functioning. The information stored in this area can be used to easily insert regularly used web and social links for your store(s). The “Choose display” option will allow you to set a default button or text to display for that link when it is inserted into your email and the “View current link” will allow you to add/review/update the links assigned for your store(s).
  • Top Navigation Bar->Settings Tab->Upload Logo
    • Upload a logo or default image that can be easily incorporated into your mailing footer to visually represent your brand. The logo will appear to the left of your store location information.
  • Top Navigation Bar->Account Tab->Email Footer
    • Review/Edit your Email Footer
Is any training provided to help me get started?
  • We have several topic-specific video tutorials, as well as a full on-demand training webinar which will take you through the platform end-to-end. You can access the videos on the lower left panel of the Home tab in your account, or by going to the “Help” button in the upper right corner from any page.
  • In the Help section, you will also find the Fishbowl Local User Guide, which is a searchable library of specific how-to articles, FAQ’s, and more.
Can I add additional users to my account?
  • Of course you can! Just keep in mind that all users have equal access to the account and will be able to make changes/send mailings, so only give access to someone you trust.
  • To create a new user, go to “Manage Users” under the Account Tab, and click the “Create New” button. You will need to provide the Username and Password to the person you have created a login for, so make sure to note it as you create it.
How can I add members (email subscribers) to my account?
  • You can import a list of members under “Upload Members” under the Members tab. There is also a step-by-step video to walk you through the process in the Help section, linked right from the Upload Members page for easy reference/navigation.
  • You can add a single member by filling out and submitting the form under “Add a Member” under the Members tab.
Is there any way to mark certain members as VIP or part of a special group?
  • All new accounts are set up with a single “General Mailings” list which will serve as your master database. Automated loyalty messages, such as a Welcome or Birthday message, sends to members of the General Mailings list, however secondary lists can be set up to allow you to send specific scheduled emails to specific groups of members.
  • To set up a secondary list, go to “Manage Your Lists” under the Members tab, click “Create New,” fill out the form and click “Create.” Once you have created your list, you may assign members to it via a list import or via manual updates by looking up the members under “Search for Members” under the members tab and then editing their record.
What kinds of emails can I send?
  • We offer several automated loyalty messages which you can set up, enable and then they will do the rest: Welcome sends 1 day after a member joins, Birthday sends 7 days before the member’s birth date in their member record, Yearly Loyalty sends one day before the member’s eclub anniversary date, and the Wedding Anniversary sends 7 days before the member’s anniversary date listed in their member record.
  • Email campaigns can be scheduled, either immediately or for a future day/time, to send your entire list or a portion of it, such as just members of a specific store or VIP members assigned to your VIP List.
How do I create and send emails?
  • We offer a simple workflow and step by step editing tools that allow you to create a range of email types; from very simple pre-designed and pre-written emails to importing your own images and content to create something custom and unique. You can pick whatever option works best for you each time you create a new mailing, leveraging a combination of both techniques based on the time you have available to invest.
  • To create a scheduled mailing, go to “Create a New Email” under the Emails tab.
  • To create an automated mailing, go to “Manage Auto Loyalty” under the Emails tab.
  • To learn more, watch our Email Video Tutorials.
I am new to email marketing, is there anywhere in the site I can go for tips and ideas on what to send?
  • Check out the “Event Calendar” and “Promotional Ideas” under the Emails tab. We have created pre-designed pre-written emails on a wide variety of topics to help you get started.
  • We also offer a library of email marketing best practices under the Help section in your account.
How do I know if my emails are successful?
  • We offer a variety of reports to help you manage all aspects of your marketing program, however you will find your email specific metrics under the “Email Report” under the Reports tab.
  • To learn more about Reports, check out the step-by-step instruction in our Help section.
I forgot my password, what do I do?
  • We have several topic-specific video tutorials, as well as a full on-demand training webinar which will take you through the platform end-to-end. You can access the videos on the lower left panel of the Home tab in your account, or by going to the “Help” button in the upper right corner from any page.
  • In the Help Section, you will also find the Fishbowl Local User Guide, which contains a searchable library with specific how-to articles, FAQ’s, and more.
How do I update my payment information?
  • Go to “Payment Options” under the Account Tab. If you need to extend the expiration date for an existing payment method, select the appropriate payment method from the “Card drop-down under “Update an Existing Payment Method,” add the updated card expiration date, and click “Update.” If you need to add a new payment method, complete the form under “Enter a New Payment Method” and click “Enter & Select” to update your current default payment method to the new payment method.
If I want to cancel, what should I do?
  • Provide your cancelation notice, via email or phone call, to our Client Support Team and they will log it and then walk you through the cancellation process.
If I need help, who do I contact?
  • The contact information for our Client Support Team is located in the upper right hand of the product navigation bar, so it is quickly available when you need it. The Client Support Team can be reached Monday-Friday from 7 am to 8 pm EST by calling 877-433-0622 or by sending an email to help@fishbowl.com.

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Please contact us for general questions or to request a free demo.