The dust has nearly settled after providing customer service support for the Robbie Williams Tour, incorporating 30 dates in 19 venues to Inner Sanctum subscribers in advance of general release. Our client , Trinity Street, (www.trinityst.com) managed the whole project from web sales to fulfilment of the tour tickets launch, they handled over 1000 customers transactions a minute and sold within 4 hours 75% of the ticket allocation - breaking records for number of transactions made in such a time frame. This resulted in the release of more dates and within the first 10 days, 50% of the whole Tour was sold.
GoResponse were the selected provider of post-purchase support via the telephone, email and web in both English and German languages. This was a unique project for us because of the fluidity of the project, with many unexpected events changing the emphasis of the support we provided the ticket holders, from venue to the tour date changes. The strong working relationships and ability to adapt quickly allowed us collectively to respond to situations and provide a combined high level of service.
This was the first major campaign GoResponse had been involved in handling email and web response volumes - to-date more than 60,000 emails have been processed. This medium of support allowed both parties to manage responses and customer service contact in a controlled and standardised format.
For more information on cradle-to-grave ticketing solutions or email and web handling services contact Mark Kirby |
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