Evessio is a world-leading event management software and digital event provider for awards , conferences and exhibitions that generates real return on investment. A multi-award-winning company, trusted by some of the biggest brands in the publishing industry, Evessio has established a global reputation as the all-in-one solution for live, digital and hybrid events.

On 13th June 2022, Evessio took home two awards for Best Customer Support Team and Best Account Manager for Gayle Mackail, winning two out of the three awards the team were shortlisted for. The team's impeccable process combined with teamwork has contributed to customer retention and loyalty by providing exceptional customer service. Evessio helps organisers maximise event success which has seen customers typically grow their revenues by 30% within the first year of using the platform.

Working with the Evessio team, together with our event production partners made the whole daunting experience a triumph. They worked closely with us on developing the right solution in a short period of time and the whole team worked tirelessly to make it a smooth-running success  

- Hannah Bray, Managing Director, Commercial & Events at The Professional Publishers Association (PPA)

Let's take a look at the award-winning training and onboarding process.

The onboarding, training and customer support team have developed a solid process to ensure all customer needs are met and event organisers are provided with a seamless customer journey. All members of the team have incredible working relationships which eliminate communication breakdowns and maximise event success for customers. The team's impeccable process combined with their teamwork has contributed to customer retention and loyalty by providing exceptional customer service.

The team's ability to resolve customer queries quickly with a positive attitude has helped generate a loyal customer base, ultimately contributing to an annual renewal rate of 99%.  90% of customer support queries are resolved within 3 response exchanges with the customer and completely resolved within 24 hours. This demonstrates the team’s prompt and efficient response to queries, making the process as calm and stress-free as possible for customers.

Not only has the team's hard work and ability to work well together hugely contributed to Evessio’s growth, but it has also helped drive customer satisfaction and event success.

Evessio’s highly experienced team have worked together to introduce a carefully thought out and robust process that ensures the needs of event organisers are at the forefront of everything they do and that their expectations are being met, indeed exceeded, at every stage of the customer journey.

Evessio’s processes ensure that the onboarding, project management, training and support teams have an excellent means of internal communication that reduces the potential for any error or misunderstanding in delivering the customer's requirements. By providing thorough briefings, holding regular meetings and ensuring an open line of communication across all teams, customer projects are delivered seamlessly and on time.

The process has four stages; the introduction and the onboarding, project website build, training and ongoing support.

• Evessio’s process starts with the initial introduction to an account manager whose role is to ensure customer success at every stage of the journey, maintain ongoing communication and manage annual renewals.
• Customers are also allocated a dedicated project manager who works with them to create their event website and liaise on every aspect of their initial event set-up.
• Training on the software is then provided by a dedicated training manager who begins the process with a training needs analysis and tailored training programme to suit the customers’ needs. This ensures customers can confidently navigate their way around the platform and learn to use all of Evessio’s features to get the best value from the software
• A team of support specialists are then on hand to deliver outstanding customer service on an ongoing basis.

The training and support team ensure that customers are utilising all tools and features available to them in order to maximise event success and investment in the software platform. As part of this process, the team also provide helpful guides and instructions as well as email and video support to customers on an ongoing basis. Evessio’s ongoing account management process also contributes to customer success and ultimately to the company's impressive renewal and retention rates.

The team behind the award-winning process

Gayle Mackail - Winner of 'Best Account Manager' Event Technology Awards - The People 2022

Account Manager

Gayle is an experienced customer service professional and worked most of her career in the events and luxury hospitality sectors, before joining the Evessio team in 2020. She has a varied skillset, having held a variety of customer relationship, account management, project management, sales, marketing and event management roles throughout her career.

Alistair Steger-Lewis

Head of Customer Support

Alistair is an experienced customer service professional with a background in web development and technical support. Alistair spent many years working in news, media and publishing sectors, before joining the Evessio team in 2017. He has a varied skill set, having held a variety of IT support, web development, PHP development and customer support roles throughout his career.

Francesca Comaschi

Project Manager

Francesca is an experienced Project Manager. Prior to Evessio Francesca was responsible for managing end-to-end delivery of bespoke advertising solutions for EMEA client's unique site experiences, rich media and social media. Francesca is responsible for the delivery of setting up client websites and events.

Federico Simoncelli

Digital Design and UX Manager

Federico is an experienced Web Designer and UX Manager. Federico builds client websites and assists customers with technical support.

Holly Kearney

Software Trainer

Holly is an experienced Talent Acquisition Specialist and Software Trainer. Holly is responsible for training clients on using Evessio’s software. Holly has developed her own training plan which provides customers with the confidence to manage their events. Holly also provides additional training on specific areas of the software if needed by the event organizer.

Evessio believes in great technology, great people and great service.

Begin your Evessio journey and speak to a member of our sales team today

Claire Singleton

Marketing Manager

Evessio

Claire is the Marketing Manager at Evessio, an industry-leading event management platform for awards, conferences and exhibitions. Claire has years of experience and specialises in marketing event software, marketing events and sponsorship. Claire has a proven track record of re-branding events and implementing strategies that doubled event participation.