exhibitor q&a
Help!
VIRTUAL CHAT MANAGEMENT
Help illustration

Q.
How do I best manage a chat function happening during a virtual event?

A.

Capturing and maintaining viewers' attention isn't easy, but if done correctly, a live chat can be both interactive and engaging. Plus, it can facilitate networking and put a face on a brand experience.

However, you can't just slap a live chat function onto your virtual experience and call it a day. Event planners need to not only leverage the experience to their advantage but also ensure it doesn't go off the rails. Here are five tactics to help you manage a live chat function while harnessing the power of real-time interactions.

1. Deploy a dedicated chat team.
You can't just toss a few sales reps into the chat room and hope for the best. An effective live chat experience requires a carefully selected team that's trained in not only the platform but also appropriate responses and chat-management protocols. Look for team members who can deliver the necessary information and have the interpersonal skills to communicate well while managing various scenarios. Then break down the tasks so everyone knows who's doing what. Designate different individuals to greet the audience, answer queries, moderate discussions, and track follow-up requests. This approach allows for personalized interactions and ensures that attendees feel heard and valued.

2. Prep chat prompts.
Preparation is key to managing a live chat effectively, and having a library of chat prompts prepared in advance facilitates seamless communication. These prompts can include quick links to resources, commonly used phrases, engaging questions, and standard responses to frequently asked questions. This tactic saves time and ensures consistent, on-brand communication throughout the event.

3. Establish guidelines and etiquette.
Setting guidelines and etiquette for chat participation is crucial to maintain a respectful environment. Encouraging constructive dialogue, discouraging spam, and outlining the expected behavior within the chat fosters a positive and inclusive atmosphere. Additionally, providing guidelines on response times and escalation procedures can help manage expectations and ensure prompt assistance when needed. These guidelines foster confidence in your chat team members by giving them a clear map to guide them through any experience that starts to go left.

4. Embrace organic conversations and flexibility.
While having topic objectives and guidelines is key, taking a flexible approach enables the chat to evolve naturally, fostering authentic interactions and spontaneous engagements. Embracing the unpredictability of real-time conversations adds a human touch to the virtual event, creating a sense of openness.

5. Leverage post-event follow-up.
The conversation doesn't end when the virtual event concludes. Leverage the chat interactions for post-event follow-up to nurture relationships and continue discussions offline. Identifying buying signals, pain points, and feedback shared in the chat allows for personalized follow-up conversations that demonstrate genuine interest.

Managing the live chat during a virtual event goes beyond mere communication. It's also about building genuine connections, gathering insights, and extending the event experience beyond the virtual space. By implementing these tactics and embracing relationship building through the chat, events can elevate engagement, nurture communities, and drive tangible business growth, even in the digital realm.


— Coty Adams, director of marketing, Rockway Exhibits + Events, Orlando, FL
Help Wanted
Send your tough questions about exhibiting to Emily Olson, [email protected].

Editorial
Basic Black
Subtlety is sneaky. It can go unnoticed, but its polish lays the groundwork for boldness to be effective.
Exhibitor Q & A
Virtual Chat Management
How do I best manage a chat function happening during a virtual event?
Exhibitor Q & A
Food Allergies
What do I need to know about food allergies as I plan our corporate event?
Ask Dan
Preferred Pronouns
Some of my staff members refuse to use the preferred pronouns of other staff members. How should I deal with this?
Exhibiting 101
Cover Your Assets
Exhibit components travel regularly and spend a good amount of time in storage. Here a few tips to keep them safe.
Ammunition
Ideas That Work
Superheroes, Honeycomb Hideout, and more
Products
New Tools
Sign Printing, Vinyl Cutting, Interactive AI, and more
Venues
Loews Arlington Hotel and Convention Center
This new convention center is the culmination of an $810 million expansion project.
City Profile
Get Out! Arlington, Texas
When you think of top destinations in Texas, Dallas, Austin, and Houston come to mind. But add Arlington to that list.
Fixing Snafus
Triple Trouble
Trouble arrived via a call from our rep in Colorado, who'd just arrived to set up the booth.
Ten by 10
Celebrities
We asked 10 experts to share their views and opinions on their favorite celebrity experience at an event.
Archive
Back to the Future
1955-56: The National Association of Manufacturers' Americade exhibit
Awards
EXHIBITOR Magazine's 11th Annual Portable/Modular Awards
Read about the portable, modular, and system exhibits that took home top honors.
Personnel
Building Bonds and Bottom Lines
The Impact of Teambuilding in a Remote Work Era
Salary Survey
EXHIBITOR Magazine's 38th Annual Salary Survey
This year's news looks good on paper, but not against the skyrocketing costs of living.
Salary Survey
The 38th Annual Salary Survey by Title
The full 2024 Salary Survey, including an in-depth analysis of the four most common jobs
Travel Tips
From Apps to Zzz's
A Guide to Staying Healthy on The Road
Technology
How Technology Is Answering Exhibitor Needs
In the events industry, tech trends lean toward the unmet desires of exhibit marketers.
Quiz
Do or DEI
Overwhelmed by the world of diversity, equity, and inclusion, aka, DEI? This month's quiz will help
Exhibit Design
Five Favorites from RSA Conference 2024
RSA Conference 2024 was a masterclass in giving attendees what they want.