Guest blog by Greg Volm, SVP, Sales and Success, Hubilo
Behind every successful virtual and hybrid event is a team of support specialists. They are there to put out the online fires, from login failures to streaming glitches, which in the digital world are equivalent to the stage burning down. The best customer success teams, however, do not just lend a helping hand when things go wrong. They place the utmost importance on understanding the event requirements and ensuring organisers’ execution readiness. They empower them to feel more confident in running each event they organise, just like they would with the physical events that the organisers might be more accustomed to.
Every event organiser needs to meticulously plan and juggle multiple tasks to turn their ideas into a successful event. From attendee, speaker and sponsor lists to promotional strategies and finding the right event platform, it’s fair to say the amount of to-do items is long. Rather than doing it alone and risking a stressful experience, event planners must have comprehensive support from their virtual and hybrid event platform provider that offers immediate, live assistance every step of the way – from onboarding to the big day (s) of the event.
Not all customer support, unfortunately, is created equal. When answers are needed immediately, waiting for customer support to email you back could be agonizing, if not impractical. More than just providing training on the platform, a good customer support team will be the extra set of hands every event planner needs to ensure a perfect event – if only their budget would allow it.
No two events are ever the same, and there are different things that can go wrong when organising a hybrid and virtual session. But they don’t have to. Customer success teams are prepared for every eventuality and trained for all the corner cases that might come up.
That includes the most common issues during a virtual event: login errors, problems with an internet connection, technical glitches due to firewall limitations, and video streaming failures, all of which can stop the event from going live. That blank screen on the other side can be a real risk to one’s reputation, but the best support teams will first do their due diligence to ensure that all the basics are covered, and then work to prevent the worst from happening, and if glitches do occur, they’ll provide the necessary resolution straightaway to ensure minimal impact on the attendee front.
Hybrid events have different support requirements. As they connect the best of both physical and online worlds, there should always be a support team ready to cater for the virtual aspect of the event and minimise the above-mentioned issues as well as on-site personnel ensuring a smooth experience on the ground. The support queries should also be divided into tech-related and event-related ones for the most efficient communication and fast problem resolution.
The best customer success teams go the extra mile and ensure every organiser is 100% ready to execute their virtual or hybrid event, make changes on the fly, and confidently run their own show. They prepare contingency plans, provide comprehensive onboarding and on-the-day support, and go through various scenarios to minimise possible issues. With the business’ reputation on the line, diligent and committed customer support will guarantee a flawless event experience, giving the organisers the utmost ease for planning, and at the same time leaving them wanting more.
Greg Volm is SVP, Sales and Success, at Hubilo.