With SeatGeek’s exponential growth in transactions, it faced a unique challenge: how to continue providing its industry-leading customer service without significantly driving up costs. Like many other companies who have seen strong growth, they looked at increasing headcount and chatbots, but neither captured the effortless experience that is core to everything SeatGeek.
“We knew we didn’t want to direct customers to simple chatbots because ticketing issues can be quite complex and time sensitive, but we also wanted to help customers get answers faster than our staffing levels allowed.” – Jesse S. Holcomb, Senior Specialist of Scalability Solutions at SeatGeek. Since out-of-the-box chatbots weren’t the solution, SeatGeek instead turned to Solvvy, a next-gen chatbot solution to provide the best, most appropriate answer to their customers as swiftly as possible.
“Solvvy helps customers who are overwhelmed by help center articles or who have been burned by bad help center experiences in the past. Solvvy helped us optimize our help center and provide an effortless customer support experience.”
Jesse Holcomb, Senior Specialist of Scalability Solutions
By leveraging Solvvy to guide their customers to the right article or correct support channel, SeatGeek has been able to stand out in an industry oftentimes associated with bad customer experiences. SeatGeek also has set their sights on changing their inbound channel mix to have more customers using live chat, as it achieves the goals of being the most efficient channel, as well as the one with the highest customer satisfaction and customer effort score. When Solvvy can’t answer a customer question, Solvvy Journeys guides customers to live chat. As such, SeatGeek’s chat volume has gone up from 25% to 40% of their channel mix in the past year.
With Solvvy delivering a 35% self-service rate for contacts through the Help Center, SeatGeek has been able to scale more efficiently, keeping agent headcount relatively flat even as the business grows. As the impact of Solvvy increases, SeatGeek aspires to invest the saved time in the development of their teammates’ career trajectories by empowering them to step into investigating more challenging customer contacts.
While the Solvvy and SeatGeek partnership has been successful, looking into the future and the broader vision of the partnership, both teams are excited to tackle the question, “What’s next?” “If we’re intercepting customers and guiding them to the right channel based on issue type or customer profile, what else can we do? Is there a way the help center could provide an opportunity for the users to engage with the product again?” Holcomb asked. These are the types of questions both teams are looking forward to tackling in 2020, while continuing to provide SeatGeek users effortless customer experiences.