How Livecrowd transformed customer service with Spotler Message

Livecrowd specialises in managing customer service for large events, including concerts and sporting events. One of their most significant challenges has been providing fast and efficient support during high-demand events like the Dutch Grand Prix. When handling thousands of customer queries quickly, they needed a system that could scale up and meet demand without compromising on service quality. That’s where Spotler Message’s platform came in.

The challenge: managing high volumes of customer queries

Livecrowd’s main challenge was managing large volumes of customer questions during events. For instance, when tickets go on sale for a major concert or sports event, thousands of people may contact Livecrowd simultaneously, asking questions about ticket availability, event details, or how to make a purchase. This can quickly overwhelm a traditional customer service team, leading to slow response times and frustrated customers.

In addition, the nature of live events often requires immediate answers. Customers may need help with last-minute changes, such as finding their way to the venue or resolving an issue with their tickets. Delays in response can negatively affect their overall experience, which is something Livecrowd was keen to avoid.

The solution: integrating Spotler Message’s messaging platform

Livecrowd integrated Spotler Message’s messaging platform into its customer service operations to solve these challenges. This platform allows businesses to manage multiple communication channels, such as WhatsApp, Facebook Messenger, and Webchat, from one centralised inbox. For Livecrowd, this meant they could handle customer queries from different platforms without switching between tools.

One of the most significant benefits of the Spotler Message platform is its automation features. Livecrowd was able to set up automated responses for common queries, such as ticket availability or event start times. These chatbots provided instant answers to customers, reducing the need for human agents to respond to every single question.

The platform allowed a smooth handover from the chatbot to a live agent for more complex inquiries. This meant that when customers needed human assistance, they could quickly get help without long waiting times. As a result, Livecrowd could handle more queries in less time, improving both efficiency and customer satisfaction.

How automation made a difference

Automation played a key role in Livecrowd’s improved customer service. They could handle many customer queries without human intervention by setting up automated responses for frequently asked questions. This allowed the team to focus on more complex cases that required a personal touch.

For example, Livecrowd received thousands of questions about ticket availability and event logistics during the Dutch Grand Prix. Rather than having agents respond to each query, the chatbot could instantly answer common questions like “What time does the event start?” or “How do I download my ticket?” This automation reduced the workload for Livecrowd’s customer service team and gave customers faster responses.

In cases where the chatbot couldn’t handle the query, such as a customer needing help with a lost ticket or wanting to change their seat, the chatbot seamlessly passed the conversation to a live agent. This ensured that customers received the help they needed without delays.

Personalising customer interactions

Another benefit of Spotler Message’s platform is its ability to personalise customer interactions. The system integrates with Livecrowd’s customer database, allowing agents to see the customer’s history and tailor their responses accordingly. For example, if a customer had purchased tickets for multiple events, the agent could reference those past purchases and offer more relevant advice or support.

This personalisation helped create a better customer experience, as customers felt they were being treated as individuals rather than ticket buyers. It also helped to build trust, as customers appreciated the personalised service they received.

Multi-channel communication

Livecrowd chose Spotler Message’s platform because it can handle communication across multiple channels. In today’s world, customers expect to be able to contact businesses in a way that suits them. Some prefer WhatsApp, while others may use Facebook Messenger or Webchat. By integrating all these channels into one platform, Livecrowd was able to offer a seamless customer experience, no matter how customers chose to get in touch.

For example, a customer might start a conversation on WhatsApp to ask about ticket availability and follow up via Webchat to confirm their order. With Spotler Message’s platform, Livecrowd could keep track of the entire conversation, even if it took place across different channels. This ensured that the customer’s experience was consistent and smooth.

Results: improved efficiency and customer satisfaction

Since implementing Spotler Message’s messaging platform, Livecrowd has seen significant improvements in both its operational efficiency and customer satisfaction. The automation features have allowed them to handle more queries in less time, while the personalisation and multi-channel capabilities have helped to create a better customer experience.

One key outcome has been faster response times. Customers now receive instant answers to their most common questions, and even more complex queries are resolved quickly, thanks to the smooth transition between automated and live support. This has led to higher customer satisfaction scores, with customers appreciating the speed and quality of the support they receive.

Livecrowd has also been able to reduce their customer service costs. By automating a large portion of their customer queries, they have been able to operate with a smaller team of agents, while still maintaining a high level of service.

Looking ahead: future plans for growth

With the success of the Spotler Message platform, Livecrowd is now looking to expand its use. They are exploring additional features, such as integrating payment options directly into the messaging platform and allowing customers to purchase tickets via WhatsApp or Facebook Messenger. They are also considering loyalty programs, where customers can receive personalised offers and rewards based on their event history.

By continuing to innovate and improve its customer service operations, Livecrowd aims to stay ahead in the competitive world of event management.

Conclusion

Livecrowd’s partnership with Spotler Message has transformed how they manage customer service during major events. Integrating automation, personalisation, and multi-channel support has improved efficiency, reduced costs, and enhanced customer satisfaction. As Livecrowd continues to grow, their use of Spotler Message’s platform will play a key role in delivering excellent customer service at scale.