Events
Events organiser
An events organiser faced spikes in ticket questions around the on-sale. Chathands scaled up instantly and answered every question within 30 seconds.
- Sector
- Events
- Channels
- Live chat · Social
- Result
- Peaks were absorbed effortlessly without extra permanent staff costs.
Summary
An events organiser faced spikes in ticket questions around the on-sale. Chathands scaled up instantly and answered every question within 30 seconds.
The challenge
Around ticket sales and in the run-up to events, question volume exploded. The in-house team couldn't handle the peaks.
Our approach
01
Conversation analysis
We mapped the recurring questions: Around ticket sales and in the run-up to events, question volume exploded. The in-house team couldn't handle the peaks.
02
Team and knowledge base
We trained a dedicated team on tone of voice, products and processes, and captured everything in a shared knowledge base.
03
Live on the channels
Chathands scaled up during peak moments and answered questions about tickets, payment issues and practical information via live chat and social.
04
Steering on data
Weekly reporting on volume, response time and topics. The effect: Peaks were absorbed effortlessly without extra permanent staff costs.
Results
- Response time
- Within 30 seconds
- Peak volume
- +5,000 / week
- Answered questions
- 99%
- Customer satisfaction
- 4.9 / 5
Frequently asked questions
How fast was this team live?
A team like this is usually live within two weeks: onboarding, training on your tone of voice and the first conversations on Live chat · Social.
Does the brand experience stay intact?
Yes. Our specialists work entirely under the name of Events organiser and follow the agreed tone of voice and escalation rules.
Why is this case anonymous?
We keep our clients anonymous because of privacy and the reputation of the organisations we serve. During a demo we show live examples of specific situations.
What does a setup like this cost?
Monthly plans start at 149 euro per month plus 2.75 euro per handled conversation, including our own customer communication software. Flex works without a monthly fee.
Your customers are already talking. Let Chathands answer.
Real people. Real conversations.