The Challenge
To succeed in retail, the business needs to persuade that customer to buy again, and again with great customer service. The problem that Worldwide Sports Travel had was tens of thousands of customers, a basic email package, no ability to identify interests for target marketing, and no SMS capabilities. Worldwide Sports Travel, The Sports Box Office and Ticket Solutions are online businesses offering tickets and corporate hospitality for major sporting, cultural and music events in the UK and overseas. At any given time, the company may be selling tickets to hundreds of events and dealing with tens of thousands of individual customers.
The Solution
The company turned to LiveOps and implemented LiveOps SocialTM (with SMS) and LiveOps Chat & EmailTM to send delivery notifications, ticket order confirmations, event reminders and promotions.The result? An increase of more than 30% in repeat customer sales!
Benefits
Quality and efficiency
Worldwide Sports Travel was able to automate SMS and Email messages for ticket delivery notifications and order confirmations
Outbound control
Broadcast scheduling, throttling and acceptable business hours rules
Enhanced marketing
The ability to easily target interest groups resulted in an increase by more than 30% for repeat customer sales.
Improved communications
LiveOps enabled the company to reach customers on the move by SMS, receive requests and easily send last-minute promotions.
Immediate visibility
LiveOps stores and categorizes all communications for easy retrieval and tracking for complete customer communication history
Anywhere, anytime access
The LiveOps Platform and Application run in the cloud, so they can be accessed by geographically distributed support centers via a single platform.
LiveOps makes it easy to reach thousands of customers with ticket notifications, promotions and last-minute specials. These communications have resulted in a 30% increase in sales to repeat customers.
LiveOps Solutions:
LiveOps Platform™
Behold the LiveOps Cloud Contact Center Platform. Multi-channel. Multi-featured. And proven to multiply customer satisfaction.
LiveOps Social™ (with SMS)
The social customer is a radically new breed of consumer. They post online in e-review sites, in public forums, on blogs, on Facebook and Twitter. LiveOps Social provides a quick, easy and efficient way for you to bridge your contact center to your customers via social media and other mobile channels. You can be assured that you are engaging with customers in whatever contact channel they choose, with the capability to route these interactions to the right agent every time.
LiveOps Chat & Email™
Web chat and email can help reduce call volume, give customers more immediate help and improve satisfaction and conversion rates. With LiveOps Chat & Email, your agents can respond even faster and more effectively to your online customers.
All LiveOps Products
