Published November 22nd, 2016 by

How Self-Service Improves Customer Satisfaction in the Exhibition Industry

Self-service for exhibitorsCustomer Support Service is a tricky topic. Often customers are frustrated with hotlines, phone support and the feeling of being rather restricted in the availability of service hours. You may have heard of the “Generation Y” thing. The new generation of customers has grown up with digital freedom and wants information to be accessible very quickly. As attention spans become shorter and people prefer images to large amounts of text, the idea of service needs to undergo a change. This is especially important in the context of an exhibition or a trade show where companies need to prepare their show participation well early in advance. The idea of self-service comes in handy when help desks or services need to be available to customers 24 hours 7 days a week.

Preparing an exhibition anytime and anywhere

A trade show or an exhibition can only be successful when exhibitors, visitors and organizers cooperate in the best possible way. Companies that book a trade show booth, make a rather significant investment in the event (depending on the size and format of their booth) and want to get the best Return On Investment (ROI). Good preparation for the show is key to success.

So how can organizers ensure good preparation for the exhibition and satisfy customers with excellent service? Back to the idea of self-service: Today’s customers want to be flexible.

Exhibition venues should give their customers the freedom to order an exhibition booth and related services at any time they want. The rise of self-service portals makes it possible and allows exhibition venues to create a seamless experience from the moment they order a booth to the very last item they purchase in order to make their show participation a success.

Three ways to create state-of-the-art self-service for exhibitors

When creating a self-service portal for exhibitors the following three areas are essential to ensure stellar customer support.

  • CLEAN & BEAUTIFUL: Important information should be visible at a glance. Icons and images need to be clear and understandable while adding to an overall beautiful design.
  • EASY-TO-USE & FLEXIBLE: Use responsive technology to make it user-friendly and easily accessible from anywhere on any device.
  • ONE-STOP-SHOP: Customers should be able to log in once and manage their entire exhibition from there. This is closely related to a great user experience, but also a massive time-saver.

Self-service facilitates higher customer satisfaction

The great thing about self-service portals is the fact that it gives service providers more time to provide actual human service for areas that require further consulting or explanation.

So while simple services (such as electricity) can be ordered through a self-service portal, there will be more time for sales professionals to sell or explain complicated as well as high-value items and services. This clearly is a win-win situation for organizers and exhibitors – better customer service and increased sales volume.

What is your view on successful customer service? Have you made any experiences with self-service portals? Feel free to send us an e-mail.

Ungerboeck Software

Ungerboeck Software

Event & venue technology leader. End to end software designed for event professionals.
Ungerboeck Software

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