How Self Service Transformed Ticketmaster's Customer Success Potential - Phil Jennings
How Self-Service Transformed Ticketmaster’s Customer Success Potential We are in a new age of digital customer service where on-demand help is expected 24/7, 365 days a year. The expectation today is that information should be easily accessed online; in fact, 67 percent of consumers choose Web self-service as their preferred channel to find answers (Forrester Research). By introducing Natural Language search technology powered by Artificial Intelligence into a Knowledge Base system, customers are able to discover relevant answers through meaning, not just keyword matches. By enabling customers to easily find the information they are looking for without having to contact customer support, their site experience becomes dramatically improved. Using this technology, Ticketmaster was able to optimize its Web self-service rates to significantly reduce incoming service emails and calls. With service issues moving to a self-solve paradigm, satisfaction rates will continue to rise, leading to more businesses achieving greater customer success. What Attendees Will Learn How to achieve customer success by empowering Website visitors with self-service options; How Ticketmaster leveraged self-service to provide future concertgoers with a personalized experience as they navigate the site, which ultimately boosted conversion rates by 15 percent. How “Intuitive Chat” technology saved Ticketmaster agents a great deal of time and effort by seamlessly forwarding self-service history to the responding agent; having the context prevents customers from having to repeat themselves.