Customer Success Summit 2016 Breakout Session Presented by: Phil Jennings, VP of Contact Centers, TicketMaster

1. CUSTOMER SUCCESS
SUMMIT
March 2016

2. TICKETMASTER INTERNATIONAL

3. 3
TICKETMASTER INTERNATIONAL

4. § Risk/Reward Business Model
§ Fast moving & unpredictable
§ Multi-language, multi-currency
§ Growth mostly by acquisition
§ Increasingly competitive
§ Inexorable shift to digital self-service…
OUR CHALLENGE

5. BEYONCE ONSALE – 16/02
PageViews
Web Traffic – Ticketmaster.co.uk
Calls
Calls Offered to UK ACD

6. § Automation & Customer Self-Service
§ Reducing Customer Effort
ITS ALLABOUT SUPPORTING CUSTOMERS DIGITALLY…
§ Moving support online with the customer
§ Seamless, single process
OUR ONLINE EVOLUTION
Keyword search knowledge
base
FAQ’s
Natural Language Processing
11 Languages
Conversational
knowledge base
Avatar
Customer Driven Proactive Support

7. CUSTOMER SERVICE SOLUTION

8. MEASURES OF SUCCESS
96.4%
SELF SERVE
86%
FIRST SEARCH
RESOLUTION
CONTACT DISPO FORMS
DRIVING TECH & CX
IMPROVEMENT
IMPROVING TREND
CES

9. INTELLIGENTASSISTANTS

10. TICKETWEBAVATAR

11. BILETIX INTELLIGENTASSISTANT
Online Sales Support
Offer of assistance after a
specified amount of time is
spent on the same page
(configurable).
1

12. BILETIX INTELLIGENTASSISTANT
Online Sales Support
Offer of assistance after a
specified amount of time is
spent on the same page
(configurable).
2If user accepts, Avatar is
deployed to answer any
questions the user may have.

13. 3
INTELLIGENTASSISTANT
Automated Deployment
If Avatar is unable to answer
the user’s question, they may
be offered a contact form…

14. 4
INTELLIGENTASSISTANT
Automated Deployment
The user completes this pop
up form, which creates a
support ticket within Inbenta.

15. If Veronica is unable to
answer the user’s question,
they may be offered a contact
form…
5
INTELLIGENTASSISTANT
Agent Supported Deployment
Alternatively, if available,
they may be connected to a
live support agent.

16. CUSTOMER EXPERIENCE PROCESS
Avatar Deployed
Query Resolved
Live Agent
Deployed
Proactive
Support
Self Serviced
Web Form
InbentaSupport
Ticket Created
Query
Resolved
Contact
Disposition
CSAT
Survey
Query Resolved
Reactive
Support
Knowledge
Base
Knowledge
Base

17. ONLINE SALES CONVERSION
2014/15 2015/16 Avatar
§ 450k Avatar sessions
§ 2.5k Live agent chat sessions

18. OUR NEXT STEPS…
§ MakingAvatar support more visible
§ Launch Avatar in NL & SE this month
§ Migrate all markets to Avatar support by end of
2016
§ Move towards a strategyof Digital self-service…

19. TOP TAKEAWAYS/LESSONS
LEARNED…
§ Digital self-service is no longer an option…
§ It’s the best (only ?) way to handle our spiky customer
demand, cost-effectively.
§ It can be a revenue earner as well as a customer
support tool.
§ Its a necessary base platform for future AI evolution…

20. QUESTIONS ?