Inside FFAIR’s Approach to Customer Success

One thing event teams consistently tell us is how much they value our commitment to customer success. We pride ourselves on responding to enquiries in hours, not days or weeks and our users regularly highlight this as a key USP.

During onboarding and training, you’ll experience minimal disruption to your day-to-day role. Unlike other event tech platforms, we don’t gatekeep success. We want you and your team to become just as confident using FFAIR as we are, which is why we offer free training and accreditation to help you become true super users.

Our aim is to give you complete control and confidence in the platform. You’ll be able to build and manage your own exhibitor manual and Shop with ease, supported by our team when needed, without having to wait in a queue to make changes or launch. With FFAIR, you’re always working to your own event timeline.

Here’s what you can expect:

Getting you started (quickly)

As soon as your contract is signed, you can book your onboarding call and receive access to the platform.

During onboarding, our Customer Success team works through your real event setup. That means by the end of the session, you’re already well on your way to launching your first exhibitor portal and manual.

• No waiting for us to build things for you

• Book a call at a time that suits you and no fixed onboarding dates

• Invite whoever you need: marketing, operations, finance
  
  

Getting you live

Before launch, we’ll carry out a go-live health check of your exhibitor manual. This includes practical recommendations to help you optimise your setup and Tasks, improve the exhibitor experience, streamline the data collection and maximise the value of the FFAIR platform.

You’ll also have access to our comprehensive knowledge base, packed with videos and guides, plus ongoing support with integrations and supplier setup.

Ongoing support

Our Customer Success team is always on hand and no question is too small.

We run regular user webinars to provide additional training, share best practices, and introduce new features. You’ll also see how other teams are successfully using the platform.

When it comes to getting the most out of FFAIR, we want you to be just as confident and capable as we are.

Replicating success

Event one, done. What’s next?

In under three minutes, you can replicate your existing manual or create a new one. Simply input your event’s key details (show open dates, event venue etc), choose what Tasks and Show Information you’d like to carry over and your new manual is instantly ready to go.

No waiting. No starting from scratch. Just build, refine and launch on your own timeline.

Maximising your investment

Every member of your team can access our free accreditation programme helping you build in-house expertise, save time and even reduce renewal costs.

You’ll also have access to our Feature Request and Roadmap board, giving you direct input into the platform’s future. Your feedback helps shape FFAIR’s development, ensuring it continues to evolve alongside your needs.

I really value FFAIR’s approach to customer service. Just knowing the CX team is there is a huge comfort to me. They’re quick to respond, incredibly personable and go above and beyond to help. Nothing is too much trouble.

“The onboarding session, detailed KnowledgeBase and the hands-on support from the Customer Success team made everything go really smoothly.

I like the update notifications and the openness to feedback. Having the ability to contribute to the development roadmap it’s clear the platform is evolving with us. 

Want to know more? Why not book a platform tour or join us for our next weekly product demo? Find out more