Time for a little Q&A with one of our ReadyTalkers! Meet Jeff Sheldon, Event Production Manager with four years under his belt in our lovely LoDo Denver office! For a little background, the events management team is responsible for any webcast or webinar customer that wants a little extra treatment before, during, or after their live presentation. The amount of involvement varies from customer to customer — from help with scheduling, to a dry run, to full event moderation.
Q: What types of businesses do you work with most often?
A: We spend a lot of time with marketing and sales teams. Often folks that are performing either a product launch or some type of sales webinar. Sometimes they prefer the “white gloves” if they aren’t in a position to conduct the event on their own. Planning and scheduling are big for us. Say the customer doesn’t have time to plan or schedule every detail of an upcoming event. That’s where we come in. We send out links, provision speakers, work with them up until the dry run, and stick around for post-event reporting.
Q: Not all days are perfect. Can you think of a time where you had major challenges walking a customer through an event?
A: It’s more about helping them establish a higher level of comfort. That applies to the software itself or just getting over the pre-event jitters so they’re ready to address the crowd. We try and put ourselves in their shoes and it’s surprising how much can change through the course of a call. Part of our job is to walk them through the components of our user interface, but it’s also about calming their nerves in case it’s their first time. Everyone is different, but they often sign up for managed events if webinars are brand new to them.
Q: What’s a great day for you?
A: Being able to work with a new customer that doesn’t know a ton about the controls or using our services. It’s rewarding to watch them go from totally blind and unfamiliar to ready to rock and host a great event. Just today we had someone that was like, “OK I have an event next week and I’m not sure what I’m doing.” Then by the end of our session they were super comfortable. That’s a good feeling because we try and be the “warm blanket.” Haha. I do enjoy getting to know their style of learning, and having them get to know my style of teaching. If the takeaway is a good experience overall — regarding the customer support AND their webinar presentation — it’s a win for everyone. Word of mouth goes a long way.
Want assistance with your next event? Say ‘hi’ to Jeff and our crew with concierge services!