Livecrowd enhances customer service at scale using WhatsApp
By using Spotler Message, Livecrowd was able to manage customer queries more efficiently across multiple channels, leading to increased satisfaction and reduced costs.
Livecrowd specialises in managing customer service for significant events, including concerts and sporting events. One of their most important challenges has been providing fast, efficient support during high-demand events such as the Dutch Grand Prix. When handling thousands of customer queries quickly, they needed a system that could scale up and meet demand without compromising service quality. That’s where Spotler 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 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 Livecrowd was keen to avoid.
The solution: integrating Spotler’s messaging platform
Livecrowd integrated Spotler’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 platform is its automation features. Livecrowd set up automated responses for common queries, such as ticket availability and 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.
“We are extremely pleased with our partnership with Spotler and the innovative solutions they offer. Their platform has revolutionised the way we manage customer care and ticketing for events. We see a lot of potential in this partnership and look forward to exploring new possibilities in the near future.”
How automation made a difference
Automation played a key role in Livecrowd’s improved customer service. By setting up automated responses for frequently asked questions, they could handle many customer queries without human intervention. This allowed the team to focus on more complex cases that required a personal touch.
For example, during the Dutch Grand Prix, Livecrowd received thousands of questions about ticket availability and event logistics. 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’s platform is its ability to personalise customer interactions. The system integrates with Livecrowd’s customer database, enabling agents to view a 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’s platform because it can handle communication across multiple channels. In today’s world, customers expect 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, Livecrowd could track the entire conversation, even if it spanned multiple channels. This ensured a consistent, smooth customer experience.
Results: improved efficiency and customer satisfaction
Since implementing Spotler’s messaging platform, Livecrowd has significantly improved 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. Thanks to the smooth transition between automated and live support, customers now receive instant answers to their most common questions, and even more complex queries are resolved quickly. This has led to higher customer satisfaction scores, with customers appreciating the speed and quality of the support they receive.
Livecrowd has also reduced its customer service costs. By automating a large portion of its customer queries, it has been able to operate with a smaller team of agents while still maintaining a high level of service.
Looking ahead: plans for growth
With the success of the Spotler 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 that offer personalised offers and rewards based on customers’ 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 has transformed how they manage customer service during significant events. Integrating automation, personalisation, and multi-channel support has improved efficiency, reduced costs, and enhanced customer satisfaction. As Livecrowd continues to grow, its use of Spotler will be key to delivering excellent customer service at scale.
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