The Case for Onsite Tech Support

According to PCMA, the largest source of an association’s non-dues revenue is derived from the association’s meetings and tradeshows. This share is ever-increasing as members reevaluate their involvement, but meetings continue to draw more attendees and exhibitors. The meeting experience is critical to the health of an association.

With limited staff and time, associations must look to their partners to ensure that every element of the event experience is memorable. A well-rounded, experienced onsite support team will:

Troubleshoot Tech Issues
It’s not a matter of if an issue will occur; it’s a matter of when. An experienced technician can work to resolve problems and liaise between the attendees and event tech providers when necessary.

Offer Helpful Tips for an Elevated Experience
Having an experienced onsite technician can ensure that attendees, exhibitors, and event staff optimize their use of the available event tech. This will increase tech adoption and result in greater attendee engagement with other participants and the event itself.

Provide Useful Feedback
Meeting planners know that the planning never stops, and before the last session wraps up, plans are being set for the following year. The onsite technician should record their observations, take detailed notes on any tech issues that occurred, and provide recommendations for improvement.

Become Part of the Team
The best onsite tech support staff understand that while they may have been hired to provide tech support, they are willing and able to help with any aspect of the event. Whether it’s stuffing conference bags or distributing gala tickets, the onsite technician steps up to the plate to fill any onsite role.

Smile
At the end of the day, we know that a smile mixed with patience goes a long way in the structured chaos of an event. We never know what others may be experiencing in their lives, and sometimes we encounter frustrated attendees. Having tech support representatives who are calm, helpful, and personable can help to placate or perhaps prevent heightened emotions. Attendees will leave the event feeling heard and are more likely to return the following year.