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.


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

Opportunity

This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.
Solution

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.