USR Referrals help

See the screens

Sample company data. Screens can change as the app improves; the steps stay the same.

Welcome to USR Referrals

USR Referrals turns happy customers into new business. It finds your promoters from their NPS scores, tells you who to ask and when, gives each customer a referral link, tracks every referred lead to a win or a loss, collects reviews and case studies with written consent, and pays the reward as a credit on the customer's next bill.

• Happy customers list with NPS, and a reminder of who to ask now
• Referral pipeline from Referred to Won or Lost
• Rewards paid only as credit on the next bill, never as cash
• Reviews and stories from real customers, with consent kept on file
• A referral page and link for each customer

Key ideas in simple words

• Promoter. A customer who gave an NPS score of 9 or 10.
• Passive. A customer who gave 7 or 8.
• Detractor. A customer who gave 6 or less. They go to customer success first.
• NPS. Net Promoter Score. How likely a customer is to recommend you, from 0 to 10.
• Referral. A new business that a customer introduced to you.
• Referral link. A page and web address for each customer, so their friends can reach you.
• Credit. The reward. It is a discount on the referrer's next bill, never cash.
• Win rate. The share of referred leads that became customers.
• Consent. The customer's written permission to publish a review or story.

Ask the right customers at the right time

Only promoters are asked. Ask within two weeks of the score, while they still feel it, and do not ask the same customer again for 90 days. Detractors are looked after first by customer success, because asking an unhappy customer for a referral does harm.

Rewards are credits, not cash

A reward is paid only as a credit on the customer's next bill through USR Billing. It becomes due 30 days after the referred customer's first payment, and credits above ₹10,000 need finance approval. This keeps the programme simple and easy to audit.

Real reviews only

Reviews, quotes and case studies come only from real customers, in their own words, with written consent. USR Referrals keeps the consent on file. Never write a review for a customer.

What each role sees

Manager guide

1. Open Overview and look at Ask these promoters now. Make sure someone asks each promoter this week.
2. Open Referral pipeline. Look for cards marked red. They have not been touched for 14 days.
3. Open Approvals to decide credits that need your approval.

Quick start in 5 steps (about an hour)

1. Open USR Referrals and read the Overview: promoters, referrals open, won from referrals, win rate and credits due.
2. Open Referral programme. Set the credit percentage, the cap, the days after first payment and what the referred business gets.
3. Open Happy customers and click Ask next to a promoter.
4. Click + Referral. Fill in the business, the contact, what they want and who referred them.
5. Open Plan & billing and choose a plan.

Features step by step

5.1 Overview

Who to ask now, how your referrals are doing and credits due. Steps: open Overview, click Ask next to a promoter, read the stage chart.

Tip: ask the same week the score arrives.

5.2 Happy customers

Customers with their NPS and whether you have asked them. Steps: open Happy customers, click Ask next to a promoter, share their referral link.

Watch out: do not ask a passive or a detractor. Only promoters are asked.

5.3 Referral pipeline

A board with a column for each stage. Each card is a referred lead. Steps: open Referral pipeline, click the button on a card to move it forward, click Lost and give the reason if it will not go ahead.

Watch out: cards untouched for 14 days turn red. A lead should hear from you within one working day.

5.4 Rewards and credits

The credit each referrer has earned and whether it is due. Steps: open Rewards and credits, click Credit the bill for a credit that is due.

Watch out: a credit becomes due 30 days after the referred customer's first payment. Credits above ₹10,000 need finance approval.

5.5 Reviews and stories

Reviews, quotes and case studies customers agreed to give. Steps: open Reviews and stories, check each status and consent.

Watch out: publish only what the customer wrote, with their written consent.

5.6 Approvals

Items that wait for a decision, such as a large credit. Steps: open Approvals, decide each request.

Tip: approvers can also decide from the email or WhatsApp message.

5.7 Referral programme

Sets the reward and shows the page your customers' friends will see. Steps: open Referral programme, set each value and save.

Watch out: change the reward only for new referrals. Old referrals keep the reward they were promised.

5.8 Plan & billing

One bill covers every USR app through USR Billing.

INR excludes 18% GST. USD is for customers outside India. If a payment fails, you get a reminder on the due date and 3 and 7 days later. After 21 days the account becomes read-only, never deleted, until it is paid.

Leader guide

Open Overview and read Referrals open, Won from referrals and Win rate. Open Rewards and credits and see what is due.

Cheat sheet

Tips

• Ask promoters within two weeks of the score. Contact every referred lead within one working day. Fix detractors first.
• Credit the bill only after the waiting days. Check credits above ₹10,000 before approving.
• Publish only with written consent, in the customer's own words.

If something is not working

Questions people ask

Can I pay the reward in cash? No. Rewards are paid only as credit on the customer's next bill through USR Billing.

Can I publish a review without asking? No. Reviews and stories need the customer's written consent. USR Referrals keeps it on file.

Is there a free plan? Yes. Free allows up to 25 advocates, with referral links, the pipeline and asks.

Where do NPS scores come from? From USR Feedback. Standard and Professional plans include it.

Glossary

Consent: written permission to publish. Credit: a discount on the next bill. Detractor: a customer who scored 6 or less. NPS: Net Promoter Score. Passive: a customer who scored 7 or 8. Promoter: a customer who scored 9 or 10. Referral: a business a customer introduced to you. Win rate: referred leads that became customers.