End-of-year research into card payments revealed that in 2023, consumers spent more on entertainment events and tickets a 7.5% year-on-year increase. The data suggests people are prioritising their social lives and shared experiences with a focus on special events.
Local events and shared moments are at the heart of what ticketing site Eventbrite does. From music festivals to marathons, conferences to gaming competitions, Eventbrite's mission is to bring the world together through live experiences.
Eventbrite chose Verint to supercharge their CX; at the time, their social channels weren't integrated into their Salesforce-based ticketing system, and they lacked sufficient insight into how individual channels were performing. Despite being early movers in social messaging, this made an otherwise innovative agent experience frustratingly clunky.
By implementing Verint Messaging, Eventbrite leveraged best-of-breed CX automation to build and scale customer relationships through the personal touch and convenience of social messaging. This solution is part of Verint's gamechanging Open CCaaS offering, and enables organisations to connect bots and agents on one platform and creates a seamless handover between the two.
Verint Messaging enables agents to work seamlessly across private messaging and social media channels from a single pane. Verint Universal Routing ensures that relevant conversations, are distributed to the best individual, team, or bot based on a fully customised workflow - and the Verint Containment Bot now handles 15% of all issues without human intervention.
Explore the full success story today!
#CX #CustomerExperience #CCaaS #OpenCCaaS #Eventbrite #Ticketing #Events #SocialMessaging
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