Are you and your team spending too much time dealing with common attendee questions that have simple solutions? If so, you might need to update your virtual event frequently asked questions list. If your virtual event FAQ includes all the common questions attendees are likely to have, you’ll free up time you and your team can put to better use.
Why Your Virtual Event Needs a Comprehensive FAQ
At any give virtual event, there will be attendees who seem to intuitively know how to participate in event content, but there will also be attendees who need help figuring things out. It’s not always possible to anticipate every single unique problem that crops up at an event, but you can determine what the most common problems are likely to be.
Creating a virtual event FAQ that provides answers and solutions to those common problems is by far the easiest way to deal with them—both for you and for attendees.
It’s generally faster and easier for an attendee to look up their problem in an easy-to-find FAQ list than to wait for a real person to help them. And many attendees would rather deal with the problem themselves, if it’s possible to do so. Providing a comprehensive virtual event FAQ is a simple and effective way to help attendees help themselves and ensure that common, easily solved issues don’t impair their event experiences.
It’s also a much better use of yourtime and your team’s time. If you don’t have to answer those common, easy-to-solve issues coming at you from dozens of attendees, you’re free to deal with problems that are more complicated.
What Questions Should You Include in a Virtual Event FAQ?
A virtual event FAQ should be designed to help people get the answers they need, quickly and without having to do extensive reading. When writing a FAQ, your aim is to address each question as succinctly as possible, while still providing a full and actionable answer.
FAQs for the Leadup to Your Virtual Event
In the leadup to a virtual or hybrid event, the answers people are looking for will focus on how to prepare. That means questions related to buying tickets, what types of tickets are available, and payment information. They’ll also be looking for information on what’s happening at the event, including what content will be available and who the speakers are.
Some common questions people have prior to the event:
- Are there earlybird discounts available?
- If there are multiple ticketing options—what’s included at each price point?
- Are there VIP tickets available?
- What perks are included in the VIP package?
- Are my credit card details secure?
- Where can I review my registration and ticketing information?
- Can I buy a ticket on the day of the event?
- Can I get a refund if I’m not able to attend?
- How do I get a refund if the event is canceled?
- I booked the wrong day/sessions: How do I change my booking?
- I can’t pay by credit card: Are there any alternate payment methods?
- Where can I find information about the event schedule and agenda?
For the technical side of things, it’s important to consider that for every feature you include in a virtual environment, there will be a few people who need help getting it to work. Not because it’s faulty but because these processes aren’t intuitive for everyone. For each feature you add—such as a livestream, chat rooms, or event gamification elements—the FAQ should include questions and answers that explain how they work and how to use them.
- How do I download the event app?
- What can I do in the event app?
- The event app isn’t loading on my device: How can I fix it?
- Is the virtual event platform compatible with my device/computer?
- How do I log into the virtual platform?
- My sound isn’t working: What should I do?
- My microphone isn’t working: What should I do?
- I can’t load on-demand videos: What should I do?
- I can’t access the livestream keynote: What should I do?
- How do I participate in the live Q&A?
- How do I enter different chat rooms and breakout spaces?
- How do I type in chat rooms?
- How do I talk in voice chat?
- How do I enter the virtual exhibit hall/conference room/other event space?
How to Make FAQ Information Available to Online Attendees
Once you’ve developed a list of virtual event FAQs, you’ll need to decide how and where to make the information available to attendees. The event website is a good location for most FAQs, but it’s not necessarily the best option while the event is in progress. And as a general rule, it’s a good idea to provide FAQs and other essential information in at least two locations.
Some common options for virtual event FAQs include:
Event website: The event website is the best place to provide information in the weeks leading up to the event. This is where people will head for details about event content, the registration process, ticket pricing, and anything else they want to know. Make all this available in a virtual event FAQ, so people can find what they’re looking for quickly and easily.
The website is also a good place to include virtual event FAQs relating to event attendance and logging into and using the event platform.
Email blast: Some details, such as login instructions for the virtual event platform, should be provided to attendees a day or two before the event starts. Send this info out in an email blast so attendees can have the instructions at hand while they’re logging onto the platform.
Other information to add could include instructions for downloading the virtual event app and details on where to access the main virtual event FAQ.
Virtual event platform: Whatever platform you decide to use will ideally have a virtual event FAQ that people can access without having to leave the platform. Even if your chosen virtual platform does have a native FAQ, bear in mind that people process information differently, so it’s helpful to provide that information in multiple ways, to account for preferences.
Event app: People may still use the event website as an information source once the event starts, but all FAQ information should also be provided on the event app. Many people will find it both quicker and easier to use the app for troubleshooting information and FAQs, especially if the website or event platform slows due to increased traffic.
A Virtual Event FAQ Saves You Time and Helps Attendees Enjoy the Event
No matter how well an event is planned and executed, some attendees will run into problems. This is especially the case with virtual events, due to the likelihood of some people experiencing technical issues that make it harder for them to access the event or participate in event content. By creating a comprehensive FAQ that covers the most common attendee problems, you’ll help attendees solve their issues quickly and get back to benefitting from and enjoying the event.