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When it comes to services to improve the experience of your event attendees, such as gamification or online ticketing, the more practical side is often overlooked. What are these implementations good for, if the customer isn't taught how to use them correctly?
Customer service was therefore born to fill this gap. As an event planner, you will need to ensure that there is someone available, at any time of the day, to meet their needs.
In this article, we offer you ideas on how to start running this business right away.
Customer service in the pre-event
Since your goal is to get participant satisfaction, you need to be up-to-date on the experience and usefulness they are getting from your services.
An idea could be to make a virtual room available on Zoom, where you can clarify any doubts or give advice on how to make the most of a certain function. The customer and his confidence in the use must remain at the center.
If you encounter difficulties, for example, in buying tickets online, you will most likely not have the right approach to your event and, as a result, your interest in your event may decrease. Equally if the exhibitor cannot find the address of your event.
Customer service during the event
Having a clear communication system even during the event is essential. Leaving your client with an unpleasant surprise could damage the reputation of your organization: visitor or exhibitor, you must promptly notify it, in case of changes in the program.
Customer service must therefore be available at all times of the event, and serve as an accompaniment to the participant's experience. If, for example, your visitor wants to get more information about the times or location of a particular stand, the answer must be timely. He will rely heavily on your help, and you will not be able to disappoint him.
Customer service after the event
Increasing engagement and satisfaction once the event is over is another key step for your customer service.
Especially with regard to online events, the amount of information about the participants and the general trend is always very high: so what to do with this data? A solution could be represented by sharing reports on the progress of your fair or congress with your customers. Being transparent with them could benefit you and your organization in the long run.
To grow, it is important to understand where you may have gone wrong: for this, your customers must know that their opinion matters, even after the experience is over. Let them have a dedicated space, which can be on your website, where they can express themselves and discuss what services can be improved or what difficulties they have encountered.
Conclusions
Event platforms will tend to be the most used tool by visitors and exhibitors to inform themselves and decide whether to participate or not. It is therefore of vital importance to build a bond with them that starts right here.
Through an available and reliable customer service, as well as easily identifiable on your website, you can allow your organization to achieve new goals.
