In our last post we talked about how the lack of clarity in our booking notification emails caused doubts and problems to customers and, therefore, dozens of support tickets. We’ve worked hard to get what we think is the more clear and simple booking notification out there.
Old booking notification
For a year we’ve been sending a short and -too- simple email that basically contains the booking reference, an unique serial number used to track the booking. Attached to the email was one PDF file for each ticket included in the booking, so when you received our email the view would be something like this:
This email was causing frequent support tickets. Attendees had doubts in many areas:
- Is this email containing all the tickets for the booking or just one?
- Where is the date, place and general info about the event?
- Are the PDFs required to access the event? Must we print them?
- What can I do if I can’t open the PDF files?
New booking notification
In order to answer all these questions we’ve redesigned our booking notifications. This is the new design:
We’ve increased the information about the event and the details of the booking itself. Now the person that have made the booking gets a clear resume of the transaction and what to do if he/she have any problem.
Additionaly we’ve used event’s branding in the notification. The frame and links that appears in the emails are using event customized colors so they match the look in the booking process, reinforcing event’s branding. Our product, Stage is never mentioned in the email sent to attendees because we try to keep customers focused in the event, not in ourselves.
We try to make Stage as invisible as possible for the event’s customers, specially in the events where we’re already charging our fee, because we understand that the focus must be kept in the event. Our competitors use these kinds of notifications as an opportunity to sponsor themselves and include advertising of their own services, even when their customers are already paying for online registration process. We find that nasty.
By the way, notifications are now fully internationalized and each customer will receive the booking notification in the same language used for make the booking.
We’ve also changed the naming of the PDF files attached in emails. With this change, the person making the booking can clearly see the person to whom each ticket is addressed and even forward the right file to them if wanted:
In the next weeks we will be adding more new changes to Stage, related not only to the usability of certain areas, but also with some of the features most demanded by our customers as the VAT management.