About a month back, we announced DoAttend’s Attendee Login feature. We launched it that same weekend and have been monitoring it over the past one month. Things are working great, and so we took some time off to explain how it works.
There were two specific things we wanted to get right while deciding the workflow for the feature
- the attendee should clearly OPT IN to create an account at DoAttend
- the event registration process must not force the attendee to create an account, merely give him/her an option to log in
These points were a result of our focus on respecting user privacy, and to keep the registration process as smooth as possible. So how do we achieve these goals? We turned to our customers. Our customer requests, to be precise.
The advantage of having an excellent customer support software comes into play in such situations. We keep a log of common requests that we receive from attendees and organizers, and we inform them once a feature that they requested becomes a part of the system. In this respect, two common requests that we faced from attendees were
- please re-send my ticket for X event, I seem to have misplaced it
- please re-send ALL tickets in the order I placed, to MY email ID (administrative constraints involved)
Both these requests could be done away with, if we provided online access to the eTicket through the Attendee account. Thus we realized that the best place to highlight this benefit, would be in the Ticket Email itself. We were also aware of a need for having an Order Owner – the single point of contact for a given order who will receive a copy of all the tickets and other order specific communication.
Thus, armed with this information, we implemented the workflow. Registrants now specify an Order Owner email ID just before filling the registration form. The rest of the registration process is as before. Attendees receive their eTicket via email, and a small link in the footer invites them to manage their ticket online. When they click on the link, they are asked to confirm their account by setting a password, while the benefits of creating an account is explained to them. Once they set a password, their account is created and all their past orders and tickets are listed on their My Tickets page. They can download their tickets, manage orders that they own, manage guest invitations and access important event information whenever they want.
There’s a lot more we have planned for attendees in DoAttend. We’re extremely excited about this feature because it opens up avenues to do what we do best – giving event attendees a great experience!
Liked what you read? Got suggestions for the attendee features? Let us know in the comments and we’ll be happy to engage you.