As well as ensuring attendees are well-stocked with all the right information for the day itself, a properly planned communication strategy can take the pressure off your event staff too. Without the right information, headaches and frustrations are bound to happen.
But by keeping both the team and your attendees informed with everything they need to know, everyone stays happy.
For both staff and event attendees, we’ll show you how an effective communications strategy can ease the amount of customer service issues that could occur over the course of your upcoming events.
Why effective event communication matters
With so many people and moving parts in one location, confusion and miscommunication can easily crop up.
Remember, your event staff are representing your business. If there’s a key detail they can’t recall or a request they’re unable to deal with, then it could damage your reputation. Poor preparedness and bad communication aren’t messages you want to send to prospective customers.
An effective communication strategy gets everyone on the same page. Time is tight at events. Deadlines loom. Things can go awry. When staff know what to expect, they can respond to incidents more effectively and be more productive and effective in their roles.
How to reduce customer service volume at an event
So, how can your communication strategy ease the pressure on your event staff? Use these top tips to optimise your team’s abilities on the big day…
Make a strong first impression
Your relationship with attendees starts from the moment they book their place online, and that can be months before the event is set to take place. Use that time to your advantage – and anticipate frequently asked questions – by providing them with all the key information in advance.
Your inbox is bound to fill up with queries. Take the pressure off your customer service team by making things like directions, public transport, parking information, local hotels and what to do upon arrival as clear as possible.
Not only does this cut down on the amount of time your team will spend answering basic questions, but it also helps to ease the concerns of attendees before they can arise. And that means your event staff won’t have to deal with stressed-out attendees on the big day.
Make sure staff are up to speed
Now you can focus on sharing more prescient information with your team. You’ll want to make everyone’s roles and responsibilities clear, so they know what’s expected of them on the day.
Additionally, your staff should be well versed with things like the names, times and locations of presenter talks, when social media announcements are to be posted, and when live polls are open to attendees.
Those in attendance don’t want to be passed to a series of different people just to find out one thing – they want that info delivered to them as soon as possible. Knowing the key information allows staff to help attendees in a smooth and streamlined manner.
Stay in control with professional event cards
Whether it’s a conference, sporting event or industry trade show, event cards are the perfect way to stay in control. Issued to attendees and customer service staff, such cards maximise safety and security, while helping you target delegates and customers with helpful information and follow-up promotions.
Keen to learn more about introducing event cards to your upcoming conference or trade show? Swype offers 100% customisable event cards in over 250 different shapes and sizes, so you can add a professional finish to your next company event with ease.
Step up in-event communication
While a lot of the legwork for the event can be done ahead of time, optimising how you’ll communicate with attendees during the event itself can help things go a lot smoother too.
If there’s a mobile app for the event itself, then it can hold a wealth of information that’s not just helpful for attendees but for your team itself. Be sure to encourage both staff and attendees to download it ahead of the event, too.
The mobile event app is also a great way of measuring your team’s performance through live polling and surveys. By gathering real-time feedback during the event, you can adapt your approaches and address issues before they have time to gather steam.
It’s well worth looking into push notifications too. Signing up to these prompts helps to keep attendees in the loop throughout the day, informing them of upcoming presentations and other important events that they might’ve otherwise missed.
Strong communication isn’t just something that simply falls into place. With attendees, staff, volunteers and suppliers to keep informed, an efficient and effective communication strategy can minimise pain points for all involved. We hope that by following the tips above, your customer service staff are able to prepare ahead of time so they can flourish at your next event.
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