It is easy for questions, after-sales issues and duplicate messages to appear at the same time in the comment area. If everything goes directly to the screen, the moderator may miss key questions and the audience will have difficulty finding what is being discussed.

Start from needs

Set up question queues, pinned and review roles, provide hiding and recording mechanisms for illegal content; divide the work between hosting and back-end review, and prepare categories that require manual processing in advance.

Things that should be paid attention to in the design

For example, after-sales failures in product introductions can be transferred to customer service work orders, and the moderators can focus on answering common questions; use authorized content and do not display customer information in the public interactive area.

For example, handle it like this

Practice high-frequency repeated messages, accidental hiding recovery and host switching, and check whether the processing leaves traces; the review rules should be appropriately explained to the audience, and channels for normal questions should be reserved.

Check the processing results item by item

  • Interaction management needs to separate the reception and review of questions from the speaker’s responses.
  • The auditor can summarize repeated questions, and the presenter can see the compiled list, reducing frequent switching of attention on site.
  • The reasons and handlers for hidden messages should be retained and restored when necessary to avoid misjudgments that cannot be corrected.
  • Inquiries involving personal orders can be directed to the private customer service entrance, and complete identity information is not displayed in the public interaction area.
  • During peak times, questions can be queued according to topics so that unanswered questions can still be arranged for follow-up processing.
  • Synchronize the current question list when the host hands over, and clear the interaction record when one person leaves.
  • When sorting out the public Q&A after the event, check again whether it contains information that is not suitable for release.

Check the processing results

Questions that remain unanswered after the event can be entered into the follow-up reply list, indicating the person in charge and the appropriate channel. If you plan to organize Q&A publicly, remove personal information first and confirm that the expression of questions will not reveal internal business information.