HIGH-SPEED RAIL IN THE MIDWEST UNITED STATES: POTENTIAL FOR SUCCESS
How Self-service Transformed TicketMaster's Customer Success Potential
20
CUSTOMER SUCCESS SUMMIT March 2016
-
Upload
totango -
Category
Technology
-
view
354 -
download
3
Transcript of How Self-service Transformed TicketMaster's Customer Success Potential
CUSTOMER SUCCESS SUMMITMarch 2016
TICKETMASTER INTERNATIONAL
3
TICKETMASTER INTERNATIONAL
§ Risk/Reward Business Model
§ Fast moving & unpredictable
§ Multi-language, multi-currency
§ Growth mostly by acquisition
§ Increasingly competitive
§ Inexorable shift to digital self-service…
OUR CHALLENGE
BEYONCE ONSALE – 16/02
Page
Vie
ws
Web Traffic – Ticketmaster.co.uk
Cal
ls
Calls Offered to UK ACD
§ Automation & Customer Self-Service
§ Reducing Customer Effort
ITS ALL ABOUT SUPPORTING CUSTOMERS DIGITALLY…
§ Moving support online with the customer
§ Seamless, single process
OUR ONLINE EVOLUTION
Keyword search knowledge base
FAQ’s
Natural Language Processing
11 Languages
Conversational knowledge base
Avatar
Customer Driven Proactive Support
CUSTOMER SERVICE SOLUTION
MEASURES OF SUCCESS
96.4%SELF SERVE
86%FIRST SEARCH
RESOLUTION
CONTACT DISPO FORMS DRIVING TECH & CXIMPROVEMENT
IMPROVING TREND CES
INTELLIGENT ASSISTANTS
TICKETWEB AVATAR
BILETIX INTELLIGENT ASSISTANTOnline Sales Support
Offer of assistance after a specified amount of time is spent on the same page (configurable).
1
BILETIX INTELLIGENT ASSISTANTOnline Sales Support
Offer of assistance after a specified amount of time is spent on the same page (configurable).
2If user accepts, Avatar is deployed to answer any questions the user may have.
3INTELLIGENT ASSISTANT
Automated Deployment
If Avatar is unable to answer the user’s question, they may be offered a contact form…
4INTELLIGENT ASSISTANT
Automated Deployment
The user completes this pop up form, which creates a support ticket within Inbenta.
If Veronica is unable to answer the user’s question, they may be offered a contact form…
5INTELLIGENT ASSISTANT
Agent Supported Deployment
Alternatively, if available, they may be connected to a live support agent.
CUSTOMER EXPERIENCE PROCESS
Avatar Deployed
Query Resolved
Live Agent Deployed
Proactive Support
Self Serviced
Web Form
Inbenta Support Ticket Created
QueryResolved
Contact Disposition
CSATSurvey
Query Resolved
Reactive Support
KnowledgeBase
KnowledgeBase
ONLINE SALES CONVERSION
2014/15 2015/16 Avatar
§ 450k Avatar sessions
§ 2.5k Live agent chat sessions
OUR NEXT STEPS…
§ Making Avatar support more visible
§ Launch Avatar in NL & SE this month
§ Migrate all markets to Avatar support by end of 2016
§ Move towards a strategy of Digital self-service…
TOP TAKEAWAYS/LESSONS LEARNED…
§ Digital self-service is no longer an option…
§ It’s the best (only ?) way to handle our spiky customer demand, cost-effectively.
§ It can be a revenue earner as well as a customer support tool.
§ Its a necessary base platform for future AI evolution…
QUESTIONS ?
