As part of a continuous effort to make their events a success for their attendees and exhibitors, T3’s approach in 2020 was to identify customer service level gaps and focus on better understanding customer perceptions. Their goal was to establish KPIs that measured customer services from project management to fulfillment, and to bring those KPI-driven insights to light, quickly and rapidly translating them into actionable tasks to better serve their customers in the future.
Stephen Varraso, VP of Strategic Accounts and Service Delivery, is T3’s leader for growth and customer success. “A week before our biggest event with 1,000 exhibitors/sponsors, we set a stake in the ground and decided to deploy a customer satisfaction survey to every key sponsor of the 140 events we’ll produce this year.” Understanding the customer’s experience is part of T3’s DNA, they needed to quickly find a way to gather information rapidly and at scale, to shed light on how their customer could get the most out of their experience with T3’s programs. And of course, the solution had to be affordable.
T3 heard about SoGoSurvey through a referral. In response to T3’s inquiry, SoGoSurvey immediately set out to understand T3’s needs and showcase the product/research platform features that would best meet their objectives in the shortest time possible. “The onboarding process with SoGo was flawless, and the dedicated team they assigned to our account made us feel like we were their only customers,” said Varraso. “The SoGo team also did a tremendous job staying connected to ensure we were using their product in the most optimum way.”
- Intuitive, self-serve research tool
- Competitive price point
- Easy to scale up
- “Flawless onboarding” and customer care
Championing leading-edge tech and on-demand services in the name of Shareable Moments™ is the vision of T3. The SoGoSurvey research platform allows T3 to offer multiple Customer Satisfaction (CSAT) efforts to ensure guaranteed unmatched innovation in meeting customer needs.
T3 is using their new data to deliver superior customer service with agile and reliable execution. SoGoSurvey has allowed T3 to measure the service delivery of event project management teams, the customer service levels of their newly established e-commerce site, and capture the digital assets of their valued sponsors. “The tool can be used in ways that we didn’t initially imagine. For example, we used the research tool to capture digital assets of fifty sponsors – and that saved us thousands of dollars and hundreds of developer hours in delivering a virtual event,” said Varraso.
To continue with their proven track record and reputation, SoGoSurvey helped T3 garner insights and customer journey interactions with the T3 customer service team with an intuitive app, and without physically visiting a service counter to ask questions if that’s what they preferred. According to Coyne, “SoGoSurvey’s data reporting was extremely easy to read and navigate. They made it simple for us to create slides and import related graphs into slide decks after the show to illustrate to our stakeholders internally and externally how people perceive us.” Rather than only using financial metrics to measure success, T3 is dedicated to continuously conducting thorough satisfaction studies of both customers and stakeholders to ensure the best customer experience.