How to Ensure All Webinar Questions Are Answered

By Sharat Sharan, John Carucci

The policy of a successful webinar presentation should be that no question is ever left behind. That’s easier said than done because a webinar is usually fairly short, and a really large one with lots of interested parties can draw far more questions than can be answered in the entire webinar, never mind the allocated Q&A period.

In a truly successful webinar, you’re going to get more questions than you can answer online. You are soliciting information in a number of ways. You may be getting questions via a Q&A widget. You may be getting data from polls. In some cases, people tweet questions. Regardless of how they ask, or when you answer, it is essential to make sure that every single question gets answered.

Consider the following:

  • Have a longer Q&A window: If you anticipate the content will generate more questions than usual, consider adding a few minutes to the typical Q&A period.

  • Assemble a team of answer specialists: Not all questions can be answered in the Q&A part of the presentation, but that’s not to say you can’t have members of your team answering questions via social media or e-mail.

  • Answer questions post-webinar: If a question is not answered on-air, it must be answered off-air as quickly as possible. That means sending it directly to the customer via e-mail. The good news is that getting those questions answered creates opportunity to extend the conversation.

  • Accept questions during on-demand replay: What? Yes. Even when your live event is over and you’re offering it on demand, you can still accept questions. It’s a really valid process for on-demand webinars. The only difference is that viewers don’t get the questions answered on the air in real-time.

    Here’s how it works: They submit a question and you have a process where those questions either get sent to somebody or put in a queue. Then they’re automatically shuffled to an expert who will call them or provide them with an answer in whatever format you see fit. There should always be a process built-in to make sure every single question gets answered.