In this article, we'll look at how to use Ticketsolve's Automation functionality to set up the Post-Event Alert to send a follow-up email to customers after they have attended an event.
Why use a Post-Event Alert?
It’s all about customer service. Once your customers have been to the venue, you hope they will book again, right? Well, don’t stop talking to them. The post-event email is a great opportunity to enhance your relationship with your audience. Ask them if they enjoyed their visit, give them a link to a quick survey and most importantly tell them that you can’t wait to see them at your venue again.
Here's how our Post-Event Automation works:
- Scheduled communication: Set the alert email to send automatically so many minutes after the event.
- A pre-built email template: Use our MJML Post Event Alert Email Template out of the box or customise it as you like.
- Custom messaging: Include show or event-specific information within your email template.
- Flexible control: The option to enable the alert across your account, or enable/disable only for specific Programs, Shows or Events.
How to set up the Post-Event Alert
1. Check the Post Event Alert Email template.
2. Add any custom messaging to the Post Event Customer Alert Snippet.
3. Set where the Post-Event Alert should be active.
4. Set the sending schedule.
5. Enable the Automation!
Read below for step-by-step instructions on each of the above...
Check the email template
We've pre-built a Post-Event Alert MJML email template for you to use out of the box. The template will likely work for you as is, but you can customise it if you want.
If you're not yet using our new MJML email templates contact our Support team to be switched over!
To preview your Post-Event Alert email:
1. Go to Settings > Email Templates. You will see a new template called Post event customer alert.
2. Click on the Post event customer alert template.
3. Go across to the MJML tab.
4. Click Send Preview. A preview of the email will land in the inbox of the email address used on the user profile you are logged into Ticketsolve under.
5. If you're happy with the preview of your email, you can move on to the next steps below. If you'd like to customise your template, check out our guide to getting started with MJML design.
To give you an idea of how it will out of the box look, here is an example using our branding:
Don't Forget!
Post-Event Alerts are transactional emails sent to all customers, even if they haven't opted into marketing communications.
As a general rule of thumb, to stay GDPR compliant, the content of these alerts should focus only on the event the customer attended and avoid promoting anything else (but we'd recommend checking your organisation's privacy policy for further clarification).
Add your custom messaging
You can use the Post Event Customer Alert Snippet to add any Program, Show or Event-specific information within your overall email template.
1. Go to Manage > Shows (and then into the Event level if you require).
2. Find and select the Show or Event you require.
3. Click the Settings tab.
4. Find the setting called "post event customer alert snippet" and click on it.
5. You can now add any Show or Event-specific information.
Anything you add here will only be included in the email when the customer had tickets for the relevant Show or Event.
6. Click Update to save.
Set where the Post-Event Alert should be active
You can control whether you want the Post-Event Alert to be active for all Events in your account, or if it should only be active for specific Programs, Shows or Events.
To enable at the Account level:
1. Go to Settings > General Settings.
2. Select the setting called "post event customer alert enabled".
3. Tick the box in the centre of the screen so it is blue.
4. Click Update to save.
To enable at Show or Event level only:
1. First, make sure that the "post event customer alert enabled" setting is off on the Account level (Settings > General Settings).
2. Go to Manage > Shows (and then into the Event level if you require).
3. Find and select the Show or Event you require.
4. Click the Settings tab.
5. Find the "post event customer alert enabled" setting and click on it.
6. Tick the box in the centre of the screen so it is blue.
7. Click Update to save.
Important
Post-Event Alerts are not Subdomain-aware. This means that if you have multiple subdomains on your account, any Post-Event Alert settings changed at Subdomain level other than on your main/original subdomain will not be picked up.
Changes to the following must be made at Account, Program, Show or Event level and should not be made at the Subdomain level unless on your main/original subdomain:
- Setting where the Post-Event Alert should be active or not active
- Text in the "Post Event Alert Snippet" setting
This also means that Post-Event Alerts will always be sent using the Email Template Look & Feel styling set on the Account's main/original Subdomain, regardless of which Subdomain the order was placed on.
Enable the Automation
1. Navigate to Manage > Automations. Here you will see a Post Event Alert Automation Card.
2. Click on the 3 dots (additional options) icon.
3. Select Edit parameters.
4. Enter the Post-Event Alert Lapsed Time in minutes. This is how many minutes after the Event start time the post-event email should be sent.
For example, to set post-event emails to be sent 2 hours after an event, enter '120' for 120 minutes.
5. Click Save.
6. Lastly click on Enable to activate your Pre-Event Alert Automation.
🎉Your Post-Event Alert Automation is now live! 🎉
The Post-Event Alert will now start sending for all future events moving forward (please note that it cannot be backdated to send retrospectively for events that have already matured).
Ticketsolve Tip
To exclude individual customers from receiving Pre- and Post-Event Alert emails add the Tag 'skip_customer_alerts_tag' to their Customer Record.
Amending or disabling the Post-Event Alert Automation
You'll always have the option to amend the Automation or disable it fully:
1. Go to the Automations page via Manage > Automations and select the Post Event Alert Automation.
2. Click Disable to turn off the Automation fully or click on the 3 dots (additional options) icon and into Edit parameters to change the schedule.
3. You can also always change where the Post-Event Alert should be active by ticking or unticking the "post event customer alert enabled" setting at Account/Program/Show/Event level settings.
Important
The Post Event Customer Alert email will only be sent once. This means that if the alert has already been sent and then the date or time of the Event is changed to later, it won't be sent a second time.
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