Eventbrite Fosters Raving Fans with Verint Messaging
Leading event management platform scales personalized and ultra-convenient communications for both attendees and creators across Facebook, Instagram, X, and YouTube.
The results
- 15%
Verint Containment Bot tackles 15% of all issues without human intervention.
- 21,000+
Improved efficiency enables agents to handle over 21,000 social interactions monthly.
- 4 to 1
Agent workspace streamlines and consolidates interactions across four social channels.
About Eventbrite
Eventbrite is a global self-service ticketing platform for live experiences that allows anyone to create, share, find, and attend events that fuel their passions and enrich their lives. From music festivals, marathons, conferences, community rallies, and fundraisers, to gaming competitions and air guitar contests, Eventbrite’s mission is to bring the world together through live experiences.
Opportunity
The company was an early mover in leveraging social messaging channels to connect and engage with consumers on a personal level. However, these channels were not integrated into Eventbrite’s Salesforce-based ticketing system, and there was insufficient insight into how individual channels were performing. All of this contributed to an innovative yet clunky and inefficient agent experience.
Meanwhile, the company continued to grow to support five million total events in nearly 180 countries worldwide, put on by nearly 800,000 free and paid creators. As a result of this growth and the existing limitations of its messaging channels, Eventbrite saw an opportunity to unleash automation to supercharge social media engagement efficiency, scalability, and impact.
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“Verint Messaging has enabled a streamlined, straight-forward process to unite all our messaging channels within one agent workspace, as well as integrate these interactions with our other customer support systems. We now have comprehensive insights on our social support to help us continue to improve the customer experience for both event attendees and creators.”
Solution
Eventbrite deployed Verint Messaging, leveraging best-of-breed CX automation to build and scale relationships through the personal touch and convenience of social messaging. Part of Verint Open CCaaS Platform, the solution enables businesses to connect both bots and agents on one platform, ensuring a seamless hand-off between the two. It delivers consistent experiences across human and bot interactions, and the flexibility required to easily scale customer conversations across channels.
Verint Messaging provides pre-built connections to commonly used messaging channels, including Facebook Messenger, WhatsApp Business, Apple Messages for Business, and more. The agent workspace is purpose-built to help live agents efficiently communicate with customers across messaging channels. Further, the solution enables brands to leverage the power of Verint’s Containment Bot to address key use cases and resolve customer inquiries without the need for human intervention.
Verint Messaging enables agents to work seamlessly across private messaging and social media channels from a single pane. Verint Universal Routing ensures that relevant conversations—based on identity and full conversational context—get distributed to the best individual, team, or bot based on a fully customized workflow.
Benefits
With the unified Verint Messaging agent workspace, Eventbrite social support agents are more efficient and effective, in turn delivering an elevated customer experience. Central to this is the Verint solution automatically aggregating 21,000+ public comments and private messages monthly from Facebook, Instagram, X, and YouTube into a single stream.
“Verint Messaging has enabled a streamlined, straight-forward process to unite all our messaging channels within one agent workspace, as well as integrate these interactions with our other customer support systems,” says Megan Millet, Social Support Program Manager at Eventbrite.
Verint Messaging is seamlessly integrated with Eventbrite’s Salesforce system thanks to the openness of Verint Open CCaaS Platform, further enhancing efficiency and customer experience. Today, with just one click, the company’s social support agents can easily capture customer details to automatically create a support case and escalate as needed.
Eventbrite has also been able to harness Verint’s intelligent Containment Bots to provide customers with actionable service. Using the bot functionality, the company activated a chatbot that now handles 15 percent of issues in a self-serve/automated fashion. As a result, customers receive the immediate service they want while social support agents can focus on more complex issues.
A customizable, open, and flexible analytics platform, along with Verint Messaging’s comprehensive reporting, enables Eventbrite to effectively measure its social support efforts and engagement success. This includes the impact on operational efficiency, customer satisfaction of bot and human conversations across messaging channels, and key drivers of contact volume.
“With Verint Messaging, we have comprehensive insights on our social support to help us continue to improve the customer experience for both event attendees and creators,” Millet concludes.
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