Thank you for sharing your feedback and I am sorry to hear about the experiences you faced through your first event. I can assure you we want our customers, and their registrants, to have the best experience possible, and I am confident you can do so when you launch your fall conference.
I first wanted to let you know that I passed this feedback on to your account team. Your Account Manager shared that you have a call set up next week, along with your Client Success resource, and will be able to discuss any of this in full detail.
Additionally, I reached out to the manager of our Messaging Platforms team, who oversees all Cvent email systems and delivery. His team has shared the below information, which you can also discuss with your Account Team further as needed:
Regarding deliverability of emails, there are a couple items to check:1. Check with your IT team/provider if the domain/subdomain you are using has a DMARC policy and what the policy states. a) DMARC (Domain-Based Message Authentication, Reporting, and Conformance) is an email authentication and reporting policy built by your IT team/provider. b) The DMARC policy for your domain/subdomain (if it exists) indicates to recipient mail servers what to do with emails sent from your domain/subdomain out of our platform that are unauthenticated (such as to quarantine or even reject them, if your DMARC policy states to do so).2. DKIM can be implemented per domain/subdomain in order to align with your DMARC policy - our customer support team can assist with these requests. a) DKIM is an authentication method we offer using public/private key cryptography that checks against the 'header from' domain to determine whether that is the domain responsible for the content of an email message, as well as whether or not the headers and content of an email message have been tampered with. b) Even if your domain/subdomain does not have a DMARC policy in place, DKIM would still be encouraged as some recipient mail servers may still check for it.This combination of DMARC and DKIM gives the receiving mail system(s) information on what domain takes responsibility for an email and its content, as well as a way to verify whether or not the headers and content of that email have been modified – and if the domain and email content don't meet the requirements, then the DMARC policy is referenced for how to proceed.NOTE: DKIM is not an enforcement method – rather, it's a type of authentication that allows the recipient mail system to decide whether it can treat an email coming from the responsible sending domain as valid and secure. It is also more useful as a solution if the sender has enough email volume to have grown their own email reputation.
Regarding the registrant payment concern, here is a great Knowledge Base article that walks you through troubleshooting steps.If you have any questions or additional feedback, please let me know - I'm happy to pass anything on to your Account Team or discuss with our product teams. Steven's experiences shared below are also extremely helpful as another Cvent user!
I just ran my email confirmation report.211 confirmations sent, 83.41% openedThere are various reasons an email is tagged as not opened but...Of all the various domains, most are 1 or 2 not opened. Gmail, 16 gmail out of 33 not opened.Another email I sent to 202 people. 30 of the 48 that weren't opened are to gmail.At least half of my unopened emails are gmail.That said. Many gmail emails are also opened.Of the 175 opened, 77 where gmail.What does this mean? Not really sure. :)1/2 have are being opened, and the other 1/2 maybe not.Why? Who knows?I would definitely email those that an email was sent and not opened to check their spam folder.In all my emails I say, email is our only form of communication.
Hi Evya,We used Cvent for the first time since 2016 for our virtual annual conference in April too and I experienced issue # 1 and #5 on your list. I ended up doing those the tasks manually because the solutions offered by customer service did not work. My biggest issue was registrants not getting the emails. I worked with over 70 public utility IT departments to "whitelist" same as you did and it still did not help. While I am not certain that the burden of this issue falls entirely on the backs of Cvent, I do think it is an issue that needs to be addressed. With so much cyber hacking occurring these days, businesses, include government and state agencies, are tightening their network security and putting up more layers of prevention, including making it harder to get past the firewalls. That being said, this is a fact of doing business now and if Cvent would work with their clients to resolve this, it would be helpful I would be willing to participate in a work group to talk about solutions.