social media customer services for ticketing clients

Contents

• 50+ Seat Contact Centre servicing the Ticketing Industry

• Ticket Zone is a box office service provider for Tours, Festivals,Venues, Professional Sports & Retailers

• Ticket Zone provides ticketing technology, trade desk, group ticketsales, call centre sales, customer and fulfilment services

• Ticket Zone is a full member of the Society of Ticket Agents andRetailer

• Ticket Zone is PCI DSS Compliant (SAQ:CVT)


Telephone ticket sales

Telemarketing

Social mediacustomer services

Live web chatcustomer services

Email customer services

Ticket fulfilmentto customers

Ticket AgentTrade Desk

Group Ticket Sales

Ticketing Technology

About Ticket ZoneProviding Customer Services for over 35 years


Understanding and appreciating the steps and emotional states of specific customer journeys over a period of time involving the purchase of a ticket that may or may not include a customer service

interaction gives context to what the customer is doing, why they are doing it, what they are saying and why they are saying it. Importantly a single customer view provides the framework by which to

engage with customers in a timely, personalised and meaningful manner…

NEED DISCOVERY COMPARISON PURCHASE EXPERIENCE FEEDBACK SHARE REPEAT

SOCIAL CUSTOMER SERVICES

The Customer Journey

Social Customer ServicesWhere does it fit within the customer journey?

Over the last few years there has been fundamental changes worldwide to the customer services sector brought about by the way that consumers use digital, social and mobile technologies to

interact with businesses and brands across all industry's including the ticketing industry


Social Customer ServicesThe “New Normal” for Customer Services

TOTAL GLOBAL POPULATION

ACTIVE INTERNET USERS

ACTIVE SOCIAL MEDIA USERS

UNIQUE MOBILE USERS

ACTIVE MOBILESOCIAL USERS

7.448BILLION

YoY Growth +1%

3.630BILLION

YoY Growth +14%

2.671BILLION

YoY Growth +21%

4.779BILLION

YoY Growth +28%

2.438BILLION

YoY Growth +27%

Source: We Are Social – FUTURE SOCIAL REPORT September 2016


• Priority: Businesses need to be on social media because social media is no longer a thing that somepeople have and some people don't, it's now how we communicate and engage and should be at thecentre of strategies that enhance service levels, brand equity, reputation and revenue potential.

• Integration: The single view of the customer will not only underpin customers services but it is integral tocross-channel marketing, personalisation and pre-empt customer behaviour as retailers engage withcustomers individually in a contextual and relevant manner.

• Ownership: The difficulty with many companies has been the decision to agree on which departmentowns the task of social media e.g. Digital or Marketing and how its should be resourced.

• Skills: Businesses that aren't adapting their skills to the the digital world will be ill prepared in theirdecisions and choices if they don’t listen and respond to conversations about their company, brand orcompetitors.

Social Customer ServicesWhat are the Challenges for Businesses?

Contents

• Customers expect to control the communication engagement with the business or brand toensure they are being listened to, feel understood, feel cared about, help make sense of theissue or query and feel genuinely connected.

• Customers expect businesses and brands to deliver convenience, accessibility and choice in howand when they can communicate their queries, enquiries or raise issues.

• Customers expect transparency and truthfulness as critical components of customer service.

• Customers expect a timely response with priority placed upon first contact resolution.


Social Customer ServicesWhat are Customer Expectations?


Social Customer ServicesWhat are the Top500 UK Retailers Doing?

TWITTER 83%

FACEBOOK 78%

PHONE 55%

YOUTUBE 47%

PINTEREST 42%

INSTAGRAM 38%

GOOGLE + 38%

EMAIL 25%

LIVE WEBCHAT 6%

Source: IRUK TOP 500 DIMENSONS REPORT NOVEMBER 2016

Ticket Zone provides the “human connection” via its Contact Centre whereby trained and experienced customer services operators are assigned to manage the Clients customer service

Email, Facebook, Twitter and Live WebChat.


Social Customer ServicesThe Ticket Zone Proposition

Social Customer Service Team

Client TicketingSystem

Clients’ Customers

Customer ServiceChannels

Customer View

SINGLE VIEW

PARTIAL VIEW

NO VIEW

CustomerExpectations

NEEDS

GOALS

INTERESTS

KNOWLEDGE

Ticketing ClientOn-boarding

PERMISSIONSCONFIDENTIALITY

RESOURCESJOURNEY MAPPING

GOALSTONE OF VOICE

PERSONALANGUAGEPURPOSE

ESCLATIONREPORTING


Social Customer ServicesClient Set-up & On-Boarding

Establish the permissions to access the Client ticketing system,social media channels and the resources and assets to be usedby Customer Service Operators to generate responses eitherCopy=>Personalise=>Paste or Free text.

Confidentiality

Tone of Voice

Review the process and procedures to protect and ensure theprivacy of personal information and agree what information canbe managed publically and what types of communications areremoved from the public feed and taken privately, deflected orescalated.

Permissions & Assets

Customer Service Operator training places its importance on theClients social media brand voice including persona, tone,language and purpose of message.

Build comprehensive customer journey maps whereby Ticket ZoneCustomer Service Operators have ready access to pre-determinedanswers to all “what if..” scenario’s that enables them to provide anappropriate response and resolution according to the questions beingasked by the customer or “listened” to by the Client.

Customer Journey Mapping

Continuously collect, listen, analyse, report, collaborate and exploretransformational solutions identify & fix problems, address and fulfilunmet customer needs and refine desired customer interactions to bealigned with the Client’s desired outcomes.

Reporting & Analysis

Integration & OrientationAgree on both the technical integration and requirement for the levelof Payment Card Industry (PCI) Data Security Standard according to“customer view” as well as undertaking a comprehensive Clientorientation of general policies, the venue, tour and event to make theinteraction as effective and efficient as possible to maximise thecustomer experience.

Email: 80% responded within 30 - 60minutes*

Facebook: 80% responded within 30 - 60 minutes*

Twitter: 80% responded within 30 - 60 minutes*

Live WebChat: 80% of Average Handle Time (“AHT”) of 5 - 7 minutes*

Other: To be determined

Escalation: A maximum 10% of queries escalated or deflected to the Client per shift*


Social Customer ServicesTicket Zone Social Customer Service KPI’s

*As per contracted hours & comprehensive client on-boarding


Social Customer ServicesOur Team

Team Management

• Importance is placed upon an internal leadership structureto deliver the best support to address escalations, answerthe team’s questions and concerns, motivate operatorsand report in a meaningful manner.

Recruitment & Training

• Importance is placed upon the rigorous testing atinterview stage, hiring and on-going training of SocialCustomer Service operators who have:• Strong typing skills• Strong reading comprehension• Strong writing skills• Web savviness


Social Customer Services The Fee Structure

ANNUAL AGREEMENT

12 MONTH TERM

90 DAYS TERMINATION

MONTHLY/QUARTERLY REPORTING

SET-UP FEE(One-Off)

SENSITIVITY ANALYSIS

CLIENT OREINTATION

TECHNICAL INTEGRATION

MONTHLY RETAINER

FORECAST/PROJECTION

OPERATOR CAPCACITY

SERVICE LEVEL

PER CHANNELINTERACTION FEE

DRAFTING TIME PER CHANNEL

RESPONSE TIME PER CHANNEL

CUSTOMER VIEW

Note: The monthly invoice amount is the greater of the agreed monthly retainer or the aggregate of the total per transaction fees for the period.


Monthly RetainerSocial Customer Service Fee Structure

0

5

10

15

20

25

30

35

40

45

50

January February March April May June July August September October November December

Monthly Social Media Interactions Forecast

Email Live Chat Facebook Twitter Other

To ensure all-year round capability to manually manage the Clients Social Media Customer Services the Client will be invoiced the greater of the aggregate interaction fee’s per month or the agreed

monthly financial retainer calculated from forecasting overall projected interactions.