3 Essential Tips for Delivering Exceptional Customer Support on Humanitix
29th Mar 2023
To enhance the attendee experience, addressing customer support issues effectively is crucial. To help you tackle these issues like a pro, we have sought the expert advice of the Humanitix team. Based on their conversations with hundreds of thousands of event attendees and organizers over the years, we present three top tips to rock your next event.
Tip #1: Timing is Everything
Speed is a critical factor that positively impacts the attendee experience. To keep things moving smoothly, consider implementing the following measures:
Offer early-bird discounts: Selling tickets is crucial to the attendee experience, so don't keep them waiting! Early-bird discounts are an excellent way to generate excitement and boost sales. You can set up limited quantities of discounted tickets to go on sale before your regular ticket sales or end by a specific date to reward your most loyal supporters.
Respond quickly: Our experience shows that attendees are happiest when their messages are responded to within 8 hours (same business day is essential), especially if it involves refunds. Expect the highest volume of attendee contact in the 24-48 hours surrounding your event (before, during, and after). Having someone on hand to monitor your emails during this time allows you to focus on putting on a great event.
Manage queues efficiently: On-site line management is both a science and an art. When you use tools like the Humanitix Checkin App, you can check people within seconds and get real-time information on your busiest periods to see when to call for backup.
Tip #2: Hope for the Best, Prepare for the Worst
Despite your best efforts, unforeseen circumstances may arise during an event. Here are some ways to minimize the impact on your customers:
Clearly communicate your refund policy: This is one of the most critical pieces of information you should share. Even if your policy is "no refunds, no exceptions," it's essential to state this clearly and in multiple locations. Not realizing a refund isn't possible is worse than not getting one.
Have a backup plan: If inclement weather or any other uncontrollable factor may cause issues, let people know when you'll make a call and how to communicate it. Also, be prepared to have alternative options if needed.
Establish a code of conduct: Creating an explicit code of conduct is an excellent way to ensure your event is a safe space for everyone.
Tip #3: Look after your audience for the future
To boost your chances of getting repeat business from your attendees, consider implementing the following tactics:
Showcase-related events: If you have a schedule of upcoming events, publish them as soon as possible. Your attendees are likelier to see them after purchasing a ticket or after the event has ended.
Collect newsletter opt-ins: Email newsletters can be an effective marketing tool to keep past attendees engaged. However, being upfront and asking people to opt-in is crucial. You can do this during the purchase process or at check-in by creating a custom question for your tickets.
Promote your social media handles: Put your Instagram and Twitter handles on everything related to your event, from the event listing to emails, signage, staff t-shirts, and more. Attendees are more likely to engage with you long-term when involved in some aspect of your event.
Putting yourself in your attendees' shoes is the best way to learn what works for you and your customers. With every event you organize, you'll gain more knowledge and insight into what makes for a flawless experience.
Humanitix is the world’s first humane ticketing platform that donates 100% of profits from booking fees to children’s charities. Backed by Google.org and the Atlassian Foundation, Humanitix is converting the USD $3.7bn in annual global booking fees into social impact projects that give disadvantaged kids greater access to education, healthcare and a fair go in life.