Manage customer communications
Customer communications on Easol
On Easol, there are four main types of emails that are sent to your customers. These emails are designed to streamline communications and improve overall customer experience. These emails include:
Once a customer makes a booking on your site, an automated booking confirmation email will be immediately sent to their email address. This email includes a receipt and notes any outstanding balance.
Example of booking confirmation email
Note: If a customer loses the confirmation email they can always log in to their account to view their booking or you can manually resend the email from the dashboard.
If you have activated check-in for your experiences, an automated email will be sent to remind the customer to complete any missing information. Check-in should only be used to capture either non-urgent information or information a guest will not have at the time of booking (e.g. flight number or passport number). For urgent information, use the allocation instead.
Reminder emails are sent three times leading up to the deadline you set in your experience:
- 14 days before before check in deadline
- 7 days before check in deadline
- 1 day before check in deadline
Example of check-in reminder email
Note: You can see the check in status for your customers at any time under bookings.
If have enabled deposits for your experiences, your customers will automatically receive reminders pay their balances. Balance reminder emails are sent four times leading up to the deadline you set:
- 28 days before deadline
- 14 days before deadline
- 7 days before deadline
- 1 day before deadline
If customers do not pay their balance within the deadline, your brand's terms and conditions will apply.
Example of balance reminder email
Note: You can see the payment status for your customers at any time under bookings.
Unlike other customer emails, welcome emails must be manually set up for each experience. Once activated, welcome emails will be sent automatically when a customer books an experience. Welcome emails a great way to get your customers excited about the experience they have just booked, provide vital information and cover any FAQs.
Note: If a customer loses the welcome email, you can manually resend the email from the dashboard.
An example timeline
|Booking confirmation||Provides a receipt to confirm the customer's booking||Immediately after booking|
|Welcome email||Provide more information relating to booking and next steps.||Immediately after booking|
|Balance reminder||First reminder for customer to pay an outstanding balance||28 days before deadline|
|Check-in reminder||First reminder for customer to complete check-in information||14 days before deadline|
|Balance reminder||Second reminder for customer to pay an outstanding balance||14 days before deadline|