Client service isn’t on our feature list, but we’d put it at the top if it were.
Every contract signed with Visit includes customer service acting on five levels, with a different team responsible for each channel. The support is run internally, so is by the same dedicated teams who build and maintain our systems no matter where they are in the world. We offer global coverage through our Netherlands, Romania, Dubai and UK offices.
| Engine # | Who | What they do | When |
|---|---|---|---|
| 1. Three lines of support | Support team, API experts, dev team | Day-to-day questions; integrations and data; platform changes | For the length of the contract |
| 2. Client management | A dedicated client manager | Delivers each project to requirements and expectations | From contract signed to post-event review |
| 3. Onsite support | Visit support team | Works as part of the organiser’s team | Every day of the live event |
| 4. Product | Product team | Turns client feedback into platform changes | Ongoing |
| 5. Strategic review | Management and commercial teams | Reviews goals, results and next steps | Annually |
1. Three lines of support
Visit routes and escalates every support request as required through up to three lines. Clients reach us by phone, email or the support portal, and every request becomes a helpdesk ticket, so nothing gets lost between conversations. It also allows us to monitor trends and continuously improve.
- First line (support team) handle day-to-day questions about registration, badging and the platform.
- Second line (API experts) take on integrations, data and more complex technical queries.
- Third line (development team) step in when an issue calls for a change to the platform itself.
Our supports teams work across three time zones, so every request goes straight to the people who can resolve it the most rapidly.
2. A dedicated client manager
Visit assigns every client a dedicated client manager, responsible for following the project from day one through to the post-event review They work closely with organisers to ensure every project is delivered according to requirements and that expectations are met. Organisers have a single point of contact, and they don’t change halfway through a project.
3. Onsite support at every live event
When an event goes live, Visit’s support team is there in person. For the full duration of the event, they work as part of the organiser’s team, dealing with any questions and issues as they arise.
Backup hardware is on hand, and offline check-in functionality ensures critical registration and access control continues to run even if there’s an outage in the venue’s network.
4. A product team that listens
Client feedback lands with our Product Management team. When a request adds value to the platform overall, we argue the case for it. We shape the product around current industry requirements; we know the organisers who run their events on Visit are best placed to tell us what those are.
5. Management and commercial teams
Visit’s management and commercial teams follow each client’s success with the platform closely. Annually or more frequently if required, they host a strategy meeting with each client to review goals, understand changing needs and agree where action is needed.
Service at every level
Every team at Visit has a role in customer service, including senior management. Regardless, we all measure our work by the same metric; clients who are satisfied each and every time they run an event with Visit.
“Having the right people at the right time makes a lot of difference. The people in Visit GES who I coordinate with, their guidance on how things can work, what would make an impact on our show… that knowledge over the years matters a lot.” – Steffi Johnson, Operations Manager, WHX Dubai
That mantra guides how we work day to day, and it is one we are only too pleased to be judged by.
