From sporting events to concerts, the cost to produce live entertainment events has been on a steady incline over recent years. Consequently, the cost of ticket prices for consumers has also increased. It's an unwritten rule that the more money a customer pays for something, the greater the level of service they expect.
If ticket prices have increased, but the level of service has not you could be on the wrong track. Here are some signs that you're not hitting the mark with customers and some helpful tips for making improvements.
It is the worst scenario; the artist falls ill and must cancel a date. If ticket holders hear about the cancellation via an entertainment site or social media account before they hear it from the ticket seller –chaos can ensue. Failure to properly communicate up-to-the-minute updates to customers can make them feel neglected and like the money they have exchanged with you is in jeopardy. Open communication breeds confidence and confidence breeds return customers.
Poor Data Collection
These days everyone is on the go, so there is little time for doing the same thing over and over. Say a customer calls in to upgrade their seat, for example. Should a follow up be necessary, they should not have to retell the situation, detail by detail each time they call. There should be a data collection system in place that allows agents to quickly review the account, see the changes and understand exactly what the customer needs, and most importantly how to help.
Get on Track with Ticket Management Software
If poor communication and data collection are areas of struggle, there is a resolution. This resolution comes in the form of ticket management software. Regarding customer service, these systems are equipped with technology that allows information to be sent out to all customers instantly, making you their first point of contact instead of some outside source.
Second, they provide excellent data collection features allowing for more efficient records of customer interaction, including previous purchase history and other demographic details. With this information, serving customer needs better and in a shorter amount of time becomes an easier goal.
Keeping customers happy and more eager to return begins and ends with more efficient systems and processes on your part. Choosing a ticket management software system for your organization is an excellent way to bring these features to your business and their benefits.