“Customer service” becomes a euphemism when it comes to describing the team responsible for providing support to our event planners. Unlike what is done in numerous other structures, Weezevent’s customer service is not only there to answer the usual questions that events planners may have. Indeed, we insist on providing true support to each event planner, whatever the event’s size — from 1 to hundreds of thousands attendees — or theme. Whether by phone, email or managing online events on behalf of the event planners, our goal is to provide more advice to event planners than a traditional support platform would do.
In order to reach this level of quality, it is necessary for this department to be at the heart of Weezevent. That is why the Customer Service team is not outsourced. It is an integral part of our company, along with the other departments – product, tech, accounting, operations, marketing, sales and customer success. This way, all departments are in direct contact with each other and our customer service has everything it needs to efficiently support the success of each event planner.
Contents
- Listening to event planners
- Supporting event creation
- Technical support during the event
- Follow-up post event
1. Listening to event planners
Sometimes — and understandably so — event planners contact Weezevent’s Customer Service to know whether Weezevent’s services would meet their needs. Our Customer Service team prides itself on listening carefully to get a good understanding of their event project. This is a key step to guide them towards the services that will meet their needs and make their events a success.
A custom presentation is then sent to the event planner to give them time to read through it. They are then encouraged to get in touch again with our Customer Service to ask any other questions, or to move forward and get support in creating their event.
2. Supporting event creation
It all starts when an event planner, having chosen our solution, decides to call our Customer Service for the first time. During this first call, the Customer Service will guide them as they familiarise themselves with the ticketing module’s back-office. The Weezevent advisor’s first step is to explain to event planners — should they request it — how the solution works and then let them explore the platform on their own. Following this call, the event planner creates their event and uses the various features offered by the solution. Should they have any questions or want to clarify some grey areas, they can get in touch again with our Customer Service at any point.
Weezevent’s specificity is that it is a self-service solution, meaning that the event planner is autonomous regarding management of his/her event. However, Weezevent is committed to supporting all event planners by taking the necessary time. The advisor’s objective is to understand what the event planner wishes to create for his/her event, so that they can suggest the features and services that will best meet the event planner’s needs. The advisor is also there to reassure the event planners about any challenges they may meet.
Human-sized and available to help event planners create their ticketing — and more generally set-up their event — our Customer Service team is able to find solutions to a wide range of issues. This goes even further for event planners subscribing to our premium options : our Customer Service advisors can also take care of technical tasks such as customising tickets or designing a minisite. These operations require a real know-how due to their complexity, particularly in terms of web programming — a skill that not all event planners have.
3. Technical support during the event
During an event, the event planner can call Weezevent at any time if a technical emergency occurs. A team is on-call and available for each event planner. However, to avoid any bad surprise, our Customer Service team generally advises event planners to call a few days before the event. Together, the event planner and the advisor will go over the main points and anticipate potential issues.
Planners renting access control equipment are always called 2 days before the event so that they can receive technical training. In addition to this training, they receive a user’s manual that they can go through on their own to remind themselves of the main steps to keep in mind when using the access control equipment.
4. Follow-up post event
Weezevent’s Customer Service support is not available only before and during the event. Once the event is over, event planners can still get in touch with our Customer Service team to get support on various processes : downloading accounting documents, extracting key figures (sales, ticket scans), etc. Even though this information is accessible by event planners at all times from their account, we understand that a call to the Customer Service is always a comfort.
