When Will Ticketfly Be Up Again
Customer Stories
How Ticketfly Increased Agent Productivity by 250%
Ticketfly uses GetFeedback to scale its support office and meliorate its client experience. Learn how the events platform boosted agent productivity.
Back to ResourcesMost 10 years ago, Ticketfly entered the ticketing marketplace as a scrappy startup. Today, the San Francisco-based company works with 1,800 of the leading music, one-act, and festival venues and promoters across North America. Last year, Ticketfly processed 24 million tickets for 100,000 events and generated $600 meg in gross sales. The website network receives fifteen million unique visitors every calendar month. How does Ticketfly keep a pulse on its enormous client and customer base? That'south where GetFeedback and Salesforce come in.
We saturday down with Caroline Jack, Director of Production Training and Support, to understand how Ticketfly is using GetFeedback to scale its back up function and improve its customer experience.
Caroline Jack, Director of Product Training and Support, Ticketfly
Tin can y'all tell us a bit about Ticketfly?
Ticketfly was established in 2008 and sold its get-go ticket in June of 2009. Our mission is to deliver the world'southward nigh powerful live events platform. Our software and services aid venues create, market, run, and analyze their events, and our consumer tools aid fans discover and purchase tickets to amazing events across the U.S. and Canada. We are both a B2B and B2C business concern, and it's really important that we deliver on both sides of the marketplace. At a high level, we change the fashion venues produce events and music fans discover events.
Ticketfly prides itself on offering the best support in the business organization, both for our clients and customers, which is why nosotros're constantly looking at means to meliorate our processes and depend highly on the tools nosotros use to do our jobs.
What is your role at Ticketfly?
I'm the Manager of Grooming and Support at Ticketfly. My part sits within the operations team. I look after our Client & Client Support Teams, our Customer Onbaording & Product Training Squad, as well equally our Service Operations and Ticket Fulfillment Business.
Why did Ticketfly cull to explore a new client feedback platform?
The ultimate driver for using GetFeedback was the need to scale our support organization. Nosotros needed a firm grasp on both customer and client feedback, and we needed to firm all of that data correct inside of Salesforce.
Our Customer Support Team is operating on the Salesforce Service Cloud and our Client Support Team is currently operating on Desk.com. Operating on two divide platforms meant that some of our customer data was going into google spreadsheets and then that customer support team could access the data they needed. Data was quickly condign stale and ultimately this solution could not scale.
We pride ourselves on delivering the best service in our manufacture. And we need tools that empower u.s.a. to go on to exercise that.
Why did y'all choose GetFeedback?
GetFeedback'south user interface is super clean and we loved that all surveys are optimized for mobile. Plus, it was piece of cake to use and we could really match the look and feel to the Ticketfly brand. Only the most important factor was that we could instantly push data into Salesforce.
How are you using GetFeedback today?
We use GetFeedback to collect client data and so that we tin deliver meridian-notch customer support.
Immediately after a new customer signs upwardly with Ticketfly, they're greeted with a welcome email that includes a personalized GetFeedback survey, asking them about their Event Terms and Policies. Nosotros then button these Event Terms and Policies correct into Salesforce onto the customer's account record. This style our back up agents clearly understand, and have quick admission to, unlike customer's Event Terms and Policies when relevant back up tickets pop upwardly.
For example, a venue in San Francisco may have a unlike Will Call policy than a venue in Austin. Since concertgoers buy tickets through Ticketfly, they contact our customer back up team with questions about upcoming shows. We need to have up-to-date client information in Salesforce and so we tin provide quick and accurate customer support and evangelize a v-star experience.
Having easy access to client terms helps us resolve support tickets the moment they arise.
In fact, since using GetFeedback to push client information into Salesforce, our support agents are 250% more than efficient in identifying client terms, making a big paring in our Initial Response Time.
From a qualitative perspective, this information is helping us take more meaningful conversations with our clients and our customers.
We also just launched post-support customer and customer satisfaction surveys. These are quick, contextual surveys that are triggered immediately after a support instance is closed. The goal is to measure and understand support agent operation. We want to do quality assurance around our agent interactions, since they are the frontline of the Ticketfly make.
We desire to know: Are our agents friendly? Helpful? Professional person? If clients or customers are not satisfied with their support agent interaction, why not? This volition help u.s. adjust our amanuensis interactions and trainings and, once more, keep to improve support operations.
Since using GetFeedback, we've seen a 28% increase survey completion rate, which we aspect to GetFeedback's mobile friendly, engaging surveys.
What's the next for your customer experience plan?
We have our Ticketfly Community, which is an online help platform for our clients. We currently have a GetFeedback survey embedded on our community, so that new clients can request access to the platform. We'd like to take it to the next level and create a support case when a new request comes in, so we can farther streamline the new client back up process.
We also plan to utilize merge fields to populate surveys with existing data. Nosotros'll tell our clients "We accept this information from one year ago, is this nevertheless correct?" This way we'll know if our customer data is up to engagement.
What excites y'all about Ticketfly's feedback program?
Operational efficiency is a huge priority for us, as is the experience for our clients and customers. GetFeedback is shaping how we operate equally a business organisation and helping us deliver a seamless client and customer support experience.
When I look towards the future, I have a personal vision of drilling downwards even deeper into our feedback data to identify important client and customer trends that shape the fashion we do business. There is and so much data that we can pull from our client feedback, and nosotros've only scratched the surface of what we can practice with it. For example, I want to be able to say, "On boilerplate, for a client of this size, nosotros expect to see this amount of support cases." If a item client has more cases than average, maybe we need to adjust our help manufactures or encourage the client to change their terms.
Customer feel is a hot term right now. What does CX mean to you?
To me, client experience means mapping out and clearly understanding the client journeying. We need to understand every touchpoint, from when a client is a prospect to when a client has hosted hundreds of events with us. Nosotros desire to empathise the end-to-terminate experience and identify means nosotros can improve it.
Our clients interact with Sales, Customer Human relationship Owners, Product Trainers, and the Marketing Team. We're doing a lot of piece of work behind the scenes to surface every interaction and share data between teams, so that we tin take a holistic view of the client experience.
What advice would you lot give to somebody who is looking to get their survey program off the ground?
Choose a feedback platform that's easy to apply, where you can quickly build surveys. If you have a vision of pushing responses back into Salesforce, start with edifice your survey and distributing it to a modest subset of customers. Requite yourself time to understand what data is coming dorsum in, so decide which data you want to map into Salesforce. This will allow you to exist thoughtful near your survey questions and KPIs.
Wrap-Up
Ticketfly needed a way to scale their customer feedback program so they could deliver stellar support. GetFeedback for Salesforce gave the company a real-time pulse on customer and customer data and satisfaction. They now accept the tools to streamline and scale their processes, so they tin can go on evolving and growing as a business.
See Ticketfly's client experience programme in action.
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Source: https://www.getfeedback.com/resources/online-surveys/ticketfly-increased-agent-productivity/
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