Customers and your mailing list

Part 1See what is recorded for each buyer

A buyer is added automatically after their first paid order. There is one record per email address. A box office sale made without an email does not create a record.

1. 1Click Customers in the dashboard sidebar.
2. 2Read the figures at the top: Contacts, Can be emailed, Repeat buyers and Lifetime spend.
3. 3Read each row: Contact, Orders, Tickets, Spent, Last bought, Email and Tags.
4. 4Click a name to open the profile.
5. 5Read the profile figures: Lifetime spend, Orders, Tickets, Events attended and Friends referred.
6. 6Scroll through Orders, Share links, Giveaways, Emails received and Notes. The Signed terms column shows the name each order was signed with.
7. 7Type in the Notes box and press Add note to record a call or a request. A note can hold up to 5,000 characters.

Part 2Understand marketing permission

The Email column shows Subscribed, Unsubscribed or Not opted in. Only Subscribed contacts ever receive a campaign.

1. 1Know that a buyer subscribes by ticking "Send me news and offers" at checkout. The box always starts empty.
2. 2Know that buying again without ticking the box never removes a subscription. Ticking it again after unsubscribing subscribes the buyer again.
3. 3Know that every campaign email has an unsubscribe link. The buyer presses Unsubscribe once, with no sign-in. They still receive tickets and receipts.
4. 4Open a profile and press Stop marketing to this contact if someone asks you to remove them.
5. 5Turn marketing on by hand only with the person's permission. Tick "This person has given permission to receive marketing email from us." and press Turn marketing on.

Every manual change to marketing permission is saved as a note on the profile with the staff member's name.

Part 3Filter, tag and save a segment

1. 1Use the filter boxes at the top of Customers: Search, Bought tickets to, Tag, Marketing, Attendance, Spent at least ($), Orders at least, Last bought from, Last bought to and Source.
2. 2Press Apply. The page shows how many contacts match.
3. 3Type a tag name beside the Tag all button and press it to tag every matching contact at once.
4. 4Type a Segment name and press Save as segment to keep the filter for later. This appears once a filter is applied.
5. 5Click a saved name beside Segments to run that filter again. Press Delete beside it to remove it.
6. 6Press Email these contacts to start a campaign for the people on screen.
7. 7Press Clear to go back to everyone.

Tags are saved in lowercase with hyphens in place of spaces, up to 40 characters. A contact can have at most 50 tags.

Part 4Export your contacts

1. 1Apply a filter first if you only want some contacts.
2. 2Press Export CSV at the top of the Customers page.
3. 3Open the downloaded file in your spreadsheet program.
4. 4Find the columns for email, name, phone, opt in, unsubscribed, tags, orders, tickets, spent, first order, last order and source.

An export holds up to 100,000 contacts. Each export is recorded with the name of the person who made it.

Part 5Import a list or add one person

1. 1Press Import or add at the top of the Customers page.
2. 2Choose your file under Spreadsheet (Excel or CSV). An Excel file (.xlsx) or a CSV works; an export from your old ticketing company can usually be uploaded as it is. The first row must be column names and one of them must be email. Name, first name and last name, phone, tags separated by semicolons, and an opt in column with yes or no are also read. Other columns are ignored.
3. 3Type a tag under Tag everyone in this import (optional) so you can find these contacts later.
4. 4Tick the permission box only if the contacts marked opt in: yes really agreed to your email.
5. 5Press Import contacts. A green message shows how many were new, updated and skipped.
6. 6Use Add one contact lower on the page for a single person. Fill in Email, Name and Phone, then press Add contact.
7. 7Tick both Add to marketing and the permission box if that one person agreed to your email.

An import never subscribes or unsubscribes someone who is already on your list. It only adds tags and fills in a missing name or phone. Switching from another ticketing company and want a hand? Ask us through the chat button and we can import your list and set up your first event for you.

Tips

• Use the Attendance filter to find buyers who never checked in, then email them about your next date.
• The Source filter separates people who bought from people you imported or added by hand.
• Friends referred on a profile shows who brings you new buyers. These are good people to reward.

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