Our Customer Service team supports event planners to achieve success for their events

Our Customer Service team supports event planners to achieve success for their events

“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

  1. Lis­ten­ing to event plan­ners
  2. Sup­port­ing event cre­ation
  3. Tech­ni­cal sup­port dur­ing the event
  4. 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.

Organ­ise an event

Share this article