Hi everyone,
We are in the situation where we had to go onsale with 4 digital events before knowing which platform the events would be streaming on. Since we didn't have specific access instructions at the time of sale, in the order confirmation emails we said that they would get an email before the premiere date with instructions on how to access content.
For those of you who have done this already, and are using the gated content feature, how did you communicate access instructions to your patrons? Did you put the link to the TNEW gated content page in the order confirmation email?
My concern is that if we use the gated content feature, I will have to pull a list of those patrons who have already purchased to send access instructions to, but I do not have a way to pull the specific e-mails associated with the orders, and in the case of households, I think it would be confusing to send an email to the household, but tell them to use the web login they used to make the purchase to access their tickets. Will all primary members of the household have access to the content, or only the initiator?
Any ideas or experience you've had that can help give me some ideas?
Many thanks in advance.
Charlotte
We have this issue all of the time. So, what we do is in the email confirmation we do provide the link to login to the digital content page. We have had some confusion from patrons about this, however, so far, it's only been a handful of folks. For the most part, it's been pretty successful.
Yes, once we have the digital content page setup, we will include the link in the email confirmation and hopefully that will reduce confusion. Do you know, does the email order confirmation sent from the client ignore the dynamic email settings for TNEW? It would be great if it picked up those settings, because if a patron can't find their original email confirmation, it would be a great solution to just send it to them again.
I think it depends which email order confirmation you are using but we use the same email confirmation that our TNEW site uses and it does include dynamic content that we've setup.
This is exactly what we do. We send a performance reminder anyway, so we have rejiggered that to focus on the digital content experience. In the email we include the link to login as well as some streaming FAQs we've compiled.The only tricky thing is that step-by-step instructions differ depending on where you are logging in. If you read the email and click on the digital content login page, it's simple. But the directions are different if you're logging on elsewhere and need to click "My Account" first. So that has caused a bit of confusion but for the most part it's been okay.