Customer support is not just about responding to enquiries,
it's about creating a continuous conversation throughout the customer journey.
It’s about anticipating their needs and acting on them before they even ask for
it.
It's about supporting your audience before, during and after your events.
Customer support is an integral part of any business. It's the face of your company and the first point of contact for your customers, so you need to make sure you're doing it right. Further to our earlier blog post: 'Supporting Your Customers', we thought this issue needs repeating.
Don't just assume that because attendees may have been to your event before or to similar events that they will know what to do.
Although it's not the most exciting part of your event planning, customer support is crucial to making sure your event goes off without a hitch. The last thing you want to do is disappoint your guests or give them a reason to complain.
But what exactly is customer support? And how do you ensure that your team is providing the best experience possible?
Customer support is a broad term that covers a wide range of activities. It includes everything from answering questions about products and services to resolving technical issues or dealing with complaints. In short, it's about making sure that customers are getting what they want, when they want it — and if not, helping them find a solution that works for everyone involved.
Perhaps, before your events, set up a dedicated support channel and tell your audience about it. If you are using some event tech, don't assume your audience knows how to use it.
What are you doing to improve your support process?
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