Brightspot City Guide Report

1. an insight how to win the customers
BRIGHTSPOT
CITY GUIDE

2. Understanding
The idea behind Brightspot City Guide is simple,
It uses BrightspotMRKT content to enrich the information available on the Virtual City.
The City Guide make it easier for customers to discover, shopping, register
even watch the performance stream in the Brightspot Virtual City everyday

3. Numbers of Chats
summary from week of the event
2,2k
The number of chats shows how many
total cases were handled on live chat. It
shows the demand for live chat as a
communication tool throught whatsapp,
instagram and email.
2,266 tickets handled from
whatsapp, instagram and email

4. Chats Insight
46 tickets
Chats per day
*the calculation show based on numbers case per agent
avg numbers of chats per day
6 hr 30 min
Chatting time
15 min
Chatting dur.
5 min
Queue time

5. Customer
Satisfaction
Many factors influence customer
satisfaction, e.g. the speed of
service, whether the issue was
resolved or not, event policies,
and the way a city guide
communicates.
79,2%
avg per rated chat

6. Busy days
avg numbers of chats per day. On Tuesday 29, most of number of tickets
handled came from Tulus performance. Other than that, weekend are
still the busy days for city guide to assist the customers.
25 26 27 28 29 30 31 1 2 3
750
500
250
0
81,6% 18,4%
chats from whatsapp chats from instagram

7. Most Freq Q Asked
Registered, Access Denied
Concert Ticket Code Invalid
ID Rejected
How to Enter The City
Passport Denied
Unable to access the website
Didn't received Passport
Payment complete, history didn't showed up
Foreigner
Shopping experience not smooth (mobile version)

8. Learning
Brightspot City Guide is one of the
most important parts of keeping the
project works well and of helping it
grow. Efficient support and smooth
communication via different channels
help we win customers. And
the city guide can be measured the
same way as the business’ goals.
Recommendation
There are many factors influencing a
particular issues and we try to resolved
that by simply a quick response.
Create a interactive communication
or journey through social media
making the city guide exposure and
existence better known by
the customers.