After weeks of preparation, training, and support, we know that there will be unforeseen issues that are outside of anyone’s control. No matter how much we train and prepare, we must plan for the unexpected.
The JUNO and Client teams work together to communicate and resolve these unexpected issues during your live event. This guide outlines an issue escalation process so everyone knows what to do and who to contact next.
Team responsibilities
The Client team is the first line of defense
After extensive training during the planning process, the Client team is the first line of defense for any questions that come up during the event. Users might ask questions through:
Smartloop, or your alternative help chat software. (For all users.)
The Mod tab in the session chat window. (Only for speakers and moderators.)
If you can’t answer a question, follow JUNO’s escalation process flowchart.
The JUNO response team
Your lead Client Success Manager (CSM) is your main point of contact during the event. All CSMs should be able to answer 90% percent of questions asked during an event. If they need help, they loop in our Tech Support team.
The Tech Support team is ready on standby for issues that escalate to them. For example, they might help with speakers' devices or platform access issues during greenroom time.
What to do when a user raises an issue
Use this flowchart to find out what to do next. See details about the communication tools below.
Gameday escalation process (click to enlarge)
Communicate with users on the site
The Client team uses these tools to hear and respond to questions from users during your event.
Help chat | Mod chat | |
What it is | A chatbot that floats in the corner of your site. It includes automated responses and live support. JUNO uses a chat software called Smartloop. | In any session, speakers and moderators can privately communicate in the Mod tab in the session chat window. |
Who asks questions | Any user, such as attendees, exhibitors, and speakers. | Speakers or moderators, during a session. With direction from the Client team, JUNO can give other users access to the Mod chat if needed. |
How to respond | The appropriate members of the Client team receive email invites to moderate the chatbot. Type in the text field to chat with users who requested to speak to a live agent. | Type in the text field to chat. |
Communicate with the JUNO team on Slack
Slack is the instant messenger we use for communication between the Client and JUNO teams. The entire Client team receives email invites to an event-specific Slack channel.
Send a message
The Client team should send a message whenever there’s an issue you can’t resolve.
We ask that you be as specific as possible by using this template to submit questions to the JUNO response team. We also encourage everyone to use the Reply in Thread function to keep conversations organized.
Slack message template (copy & paste) |
Hi @ClientSucessManagerName, |
To send a message:
Copy the template above and paste it into your team’s Slack channel.
Fill out the template with information about the issue.
Click Send to post the message.
To reply:
Hover over any message in the channel and click the Reply in thread icon.
Type your reply and click Send.
To open an existing message thread, hover over the message and click View thread.
Most common issues that we see during an event
Content issues
Pre-record video is not playing
Need to change session start/end times
Need to add/remove a speaker to a session
Need to send out notifications
Technical issues
Speaker is unable to access the platform
Speaker camera Issues
Speaker audio Issues
Speaker browser Issues