The company’s new area for customer service enquiries includes a designated section for order tracking. Users simply type in their order number, hit the “where are my tickets?” button and then sit back as they’re given up to-date information on the status of their tickets.
It’s particularly useful if you plan on going to a concert the following night, and are starting to get a bit worried about exactly when and how those tickets are going to show up.
Seatwave said they chose Zendesk because it has the ability to manage customer support across multiple languages and channels, which are “two crucial requirements” for its growing international userbase.
The “overhauled” self-help area, Seatwave claims, now allows users to find the information they need “instantaneously”. It also includes photos of the Seatwave support team (so if you start getting frustrated, you know who to envision), who are available to answer customer’s specific queries individually.
Matt Ephgrave, Director of Operations at Seatwave, said:
“Our business is all about consumer experiences. The support we offer our buyers and sellers is the first step in creating trust and building the positive experience we pride ourselves on. Like us, Zendesk has an excellent reputation for providing a great product, and its people are renowned for providing the very best service to its customers.”
Seatwave is an online ticket marketplace that allows anyone to buy and sell tickets for live events, such as music concerts, theatre performances or sports matches.
It was founded in 2006 by Joe Cohen, who has worked for both Ticketmaster and match.com, before launching formally in 2007. Earlier this year it joined The Echo Nest’s Rosetta Stone project, allowing developers to integrate the company’s ticketing features, such as event dats and purchase links, into their apps.
Seatwave was, however, also involved in a Channel 4 Dispatches programme, entitled ‘The Great Ticket Scandal’, which looked at the problem of ticket touting in the United Kingdom.
Zendesk, meanwhile, is one of the leading providers for cloud-based customer service software. Founded in 2007, the company hit 5,000 customers in Europe alone earlier this year. Together the company now has more than 20,000 customers, including Adobe, Sony, Yammer, Disney and Groupon.
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