The only facility of its kind and scope in our industry, this exhibitor-friendly operation manages all pre and post show exhibitor activities on all GES shows, providing consistency and continuity of services as a centralized contact point for all GES events.
Approximately one hundred professional service specialists assist exhibitors across four primary service functions:
Pre-show inbound call service support on virtually any subject
- Pre-show order entry and confirmations
- Pre-show proactive advice and guidance
- Post-show inquiries
The GES National Servicecenter® uses state-of-the-art technology to route calls and emails to show specialists, monitor call waiting times and queue calls in the order of their receipt for the next available service representative. All exhibitors, no matter their location, can contact GES service representatives during their normal operating hours making it convenient for their schedules.
To ensure the highest level of customer service, the GES National Servicecenter® is integrated with a state of the art Exhibitor Relationship System, the GES Online ordering system and the GES Marketing System for a 360 degree view of customer transactions. Additionally, our management team aggressively monitors key performance metrics and adjusts priorities based on call trends.
Careful monitoring of GES National Servicecenter® activity allows GES to spot emerging exhibitor trends or concerns, whether applicable across all shows or issues unique to a specific show.
Enhancements to the National Servicenter®
GES has instituted the following performance enhancements to the GES National Servicenter®:
- Pre-Show Training – GES National Servicecenter® representatives are trained on the unique traits of upcoming shows by some GES clients and GES Account Managers
- Proactive Outbound Calling – the GES National Servicecenter® maintains employees responsible for proactively contacting exhibitors
- Email Handling Performance – the GES National Servicecenter® has employees responsible for responding to the more than 100 emails that GES receives per day; each email receives a response within 24 hours
Exhibitor Relationship Database
- Each exhibitor call or email generates a service request ticket and collects the company name, show attending, callers contact information, time and date of call, issue type and resolution type; GES will maintain 2 years of caller information and archive calls older than 2 years.
- Escalation Resolution Process – GES National Servicenter® representatives can electronically escalate customer issues to a supervisor or manager within GES to resolve issue
- Customer Satisfaction Surveys – each day the GES National Servicenter® surveys a random set of exhibitors who contacted GES; the surveys are automatically generated and responses are viewed immediately
Show Organizer Benefits:
- Exhibitor service requests are tracked, reported and analyzed for continuous service quality improvement
- The service request database enables GES to identify patterns of exhibitor issues on specific shows and proactively address the issue before the show or resolve the issue for next year’s show
Exhibitor Benefits:
- Provides consistent pre and post show process for exhibitors on all shows
- Each GES National Servicenter® representative has visibility to prior calls from exhibitors, “open” service request tickets and GES’ commitment on prior service requests
- Any surveyed exhibitor who was not satisfied with GES’ customer service will be contacted by the GES National Servicenter® management team immediately after completing the survey and the issue will be resolved
On selected shows, the GES National Servicenter’s® pre show coordinators proactively contact exhibitors to assist in pre show planning and orders. In particular the emphasis is on new exhibitors and international exhibitors. These coordinators are available as a single point of contact for those exhibitors for all their exhibition needs.
- Personal contact through our Outbound Call Team
- “Know the Show” training
- Special consultation for first time exhibitors
- Formal Communication Plans
- GES Online activation notice
- Product & Services Marketing
Show Organizer Benefits:
- Exhibitors receive personalized attention - especially new exhibitors to the show
- Perceived additional value to exhibiting in the show
Exhibitor Benefits:
- Personalized service from their own customer service representative
- Discount deadline reminders
- Assistance in navigating the service manual and placing order
- Confirmation once order is placed
- Customer Service Notice letter for GES online welcoming the exhibitor
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