Create a Customer Profile

Overview

Each Profile is unique. The system recognizes every Customer by their:

1. Email
2. Phone Number

These two identifiers cannot be used on >1 Profile at a time.

When a Customer creates a Profile for the first time, they enter:

• First name
• Last name
• Birthday (optional)
• Gender (optional)
• Phone Number (optional)

The more information a Customer needs to provide a Club during Profile creation, the higher the drop-off rates for Profile creation. For every additional piece of information requested, there's a 5% increase in drop-off rate, on a generous day. Some studies have shown as high as 40% drop-off rates when asking for more information than what is necessary.

Then Customers agree to the:

• Terms of Service
• Privacy Policy
• Liability Waiver (optional, and 99% of Clubs have one)

Once the Profile is created, the Customer can book! Customers are prompted to enter their

• Phone number
• Payment Method (credit card)

Our system brings the Customer to the edge of their seat during the booking flow, retaining the Customer within the booking flow, to gives your Club the optimal path for Customers to book private Reservation and signup for Events.

Customer Creates a Profile

When a Customer wants to create a Profile, they will:

1. Navigate to your Web App or App
2. Type in their email and hit enter
3. Notice the system is sending them an email (similar to MFA/2FA security, the system verifies the email address is real here)
4. Open the email with a 6-digit code
5. Copy the code
6. Navigate back to the App or Web App
7. Enter the 6-digit code
8. Type in first name, last name, and accept the Terms of Service and Privacy Policy
9. Accept the Liability Waiver (should your Club have one)

The Customer will land on the More tab of the app, and can then begin to book Reservations, join Events, or purchase a Membership.

If the Customer wants to add their credit card and phone number, they can either:

• Go to book a Reservation or sign up for an Event, where the system will prompt them to enter these details during the booking flow

Or:

• Click on the Account Info button at the top of the More tab
• Click on Payment Method
• Enter credit card details

Admin Creates a Profile

Staff can create a Profile for Customers from the Customer page of the Dashboard. The information needed is:

• First Name
• Last Name
• Email address
• Phone number (added once the Profile is generated)

To agree to the Terms of Service, the Privacy Policy, and the Liability Waiver on behalf of the Customer, staff can:

While staff can also sign the Terms of Service, the Privacy Policy, and the Liability Waiver on behalf of the Customer, it is a poor security practice to allow for staff to do this on a Customer's behalf. It is very normal and completely acceptable to ask the Customer to do this themselves. For any Customer pushing back, they have not stepped out of their house in over a decade; your staff can be gentle with them as they are re-introduced to the normal world of sports Clubs, where everyone needs to accept the terms of playing at the Club.

1. Navigate and click on a Customer’s Profile in the Customer page of the Dashboard
2. Scroll down in the Overview tab of the side panel
3. View the drawer labeled WAIVERS AND AGREEMENTS
4. Click on the three dots to the right of the any unconfirmed waiver
5. Click the button that pops up labeled “Sign on behalf of the user”

Social Login

A Club that has Social Login enabled sees some Customer email addresses in the form [e-mail]. These are Apple alias addresses. When a Customer signs up with Apple, Apple offers them the option to hide their real email address and issue an alias instead. The alias belongs to that Customer and forwards to their real inbox, so the Club can email it like any other address.

Why the alias addresses appear

At sign-up, Apple gives the Customer a choice: share their real email address, or hide it. A Customer who hides it receives an alias in the form [e-mail]. That alias is what PodPlay stores on the Customer's Profile, because it is the only address Apple provides.

Emailing a Customer who uses an alias

The Club's domain can email an alias address the same way it emails any other address. Apple forwards the message to the Customer's real inbox. No separate setup is needed, and nothing changes in how the Club sends Reservation confirmations, Membership notices, or marketing email.

An alias address is a valid, deliverable address. Do not remove these Customers from an email list or treat the address as a typo.

When a Customer stops sharing their email

A Customer can revoke the alias from their Apple ID settings at any time. Email sent to a revoked alias no longer reaches them. This is rare. No Club has reported a problem from it so far.

The Customer's phone number is still on their Profile, so the Club can reach them by phone or SMS if their alias stops working.

Why use Social Login

Sign-up friction is the reason. Letting a Customer tap one button instead of creating a password raises completion for both new and returning Customers. Spotify and Etsy offer Google and Apple sign-in for the same reason, and accept the alias addresses that come with it.

FAQs

What is a Customer Profile?

A Customer Profile is the unique account each Customer has within your Club’s App. When a Customer signs up on your App, they create a Profile. They will enter their name and email during sign-up by default. You can add options for birthday and gender. Customers will enter their phone number and credit card information during the booking flow.

What Customer information is in the Dashboard?

The basic Customer information inside of the Dashboard is their name, email, phone number, and the last four of their credit card information. All other information inside the Admin Dashboard relates to the Customer’s engagement with your Club.

What information is available about the Customer in relation to my Club?

Navigate to the Customer page of the Dashboard and click on any Profile. At the top, you will see options for:

• Overview: The Customer's general information, including name, email, phone number, account status, membership type, waivers and agreements, last four digital of their payment method.
• Activity: A history of the Customer's participation and revenue across time, plus a calendar view of previous Events. Revenue panels are hidden for Front Desk and Viewer.
• Purchases: A chronological list of all Customer purchases at your Club. Visible to Front Desk, Manager, and Admin+ (not Viewer). Front Desk sees order lines, not refunds or the Monthly Expenses Report.
• Security: Any notes connected to Event or Reservations the Customer has attended, or notes directly tied to the Customer.
• Logs: A chronological list of activity relating to the Customer's Profile, by staff in the Dashboard and by the Customer in the App. Visible to Viewer, Front Desk, and higher when the activity feed is enabled. See Activity Log.

Where do I go to see a customer’s past and future reservations?

Navigate to a customer’s profile and click on the Activity tab at the top. Then scroll down to Events and Reservations. You will see a calendar view of the customer’s activity. In this calendar you will find future, past, and even canceled Reservations and Events.

Can Customers input their Birthday and Gender?

Yes, a Customer can enter this personal information into their Profile in one of two ways:

• When the Customer first creates a Profile
• After the Customer is logged into the App

If a Club wants the Customer to add their Birthday and Gender to their Profile when creating a Profile, the Club can make these fields mandatory. Mandatory fields must have a value entered for the Profile to finish being created.

If a Club is comfortable with the Customer adding their Birthday and Gender to their Profile after they have a Profile, the Customer can enter this information by:

1. Navigating to the More tab of the app
2. Clicking on the top button labeled Account Info
3. Clicking on the Gender section and selecting one of the available options
4. Clicking on the Birthday section and choosing the proper dates

Where would I review a Customer's Birthday or Gender?

If the Customer has entered in their Birthday and Gender, this information is available for staff to review inside of the Customer’s Profile. For anyone in the Dashboard to view this info, they will:

1. Navigate to the Customer page of the Dashboard
2. Search for the specific Customer
3. Open their Profile
4. Scroll down and open the Personal Info drawer
5. View the Customer’s information

Can the Club see the Customer's real email address behind the alias?

No. Apple does not share it. The alias is the address the Club has.

Does the Customer see the alias when they receive our email?

The Customer receives the message in their normal inbox. Apple handles the forwarding.

Does this affect Google sign-in too?

No. Google sign-in returns the Customer's real Gmail address. The alias only comes from Apple sign-in.