Hi Evya,
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!
Best,
Danni
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Danni Czark
Senior Associate, Online Community Marketing
Cvent
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Original Message:
Sent: 07-01-2021 11:04
From: Evya Richards
Subject: A number of challenges
Hello all!
We had our first launch with FLEX in April for our Summer conference. We experienced a number of challenges that I had not experienced in my 10 years of working in Classic. I will list a few and would be curious if any of you experienced the same and what solutions you came up with. We are getting ready to send out registration for our Fall conference and I am fearful of going through what we went through again. It was exhausting for us as a small team as well as the meeting participants trying to register. Some of the issues that were brought to our attention and we had to take on were:
- Primarily registrants were not receiving the registration email at their legislation address or company. We instructed them to work with their respective IT departments to "whitelist" Cvent and sent them the instructions and most cases, this still did not work and we had to end up sending the registration to their personal email account, which, in most cases were a Gmail address;
- Registrants who got the email but couldn't get the link to work to open CVENT;
- Attendees who got the email, got the link to work, but couldn't pay;
- Registrant who has been a long-time user who was continually being opted out of Cvent; and,
- Challenges with resending attendees order/payment email for their submission for conference reimbursement.
I have also sent an email to our Account Rep; however, if there's someone from Cvent monitoring this site and would like to jump in on this I would also be appreciative of your knowledge on these issues. I am honestly scared to hit the "send" on this event because of the flood storm of challenges.
Thanks everyone!
#Flex-Creating/ManagingEvents
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Evya Richards
Meeting Manager
The Energy Council
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