Event Management company uses Performset to manage tickets better in real-time

Product: Performset

Staying connected with customers is crucial in event management, especially when they are hosting important live events with attendees and need to deliver an exceptional branded experience. 

This award-winning platform provider has successfully executed over 1.5 million events using its all-in-one event management platform. They fully understand the importance of providing real-time customer support and delivering top-notch experiences. They needed an exceptional application to assist them in the background to achieve this.

Challenges they faced:

1. Identifying Priorities: With thousands of events running, there is a large volume of tickets to process each month, so it's essential to identify priority tickets that need responses immediately. 
2. Providing Immediate Responses: Urgently responding to support requests during live events is essential. Customers need answers fast if they have questions or something isn't working.  Sometimes, this means providing a first response in 15 minutes or sooner.  
3. Meeting contractual Service-Level Agreements (SLAs): Providing exceptional service means setting challenging contractual SLAs, so tracking and delivering against those to avoid any breach is essential. 
4. Solution Implementation: Any solution implementation must meet specified time criteria. 

Introducing Perfomset as the solution

Perfomset provides everything needed to monitor, respond, update, and resolve tickets in the timescales that matter most to your customers. This powerful tool allowed this event management software platform to set timers for the First Response, Updates, and Resolutions based on the ticket's priority. 

Staying on top of support was critical, and Performset helped them do just that. Providing real-time email notifications to warn agents and managers that a ticket SLA was about to be breached gave them enough time to update and respond before this happened. In addition to email notifications, the dashboard provides a great overview to support operational decisions.  

The implementation process was straightforward; Cloudset started by gathering basic requirement information. Then, in a kick-off meeting, they confirmed the scope and asked validating questions to ensure the setup aligned with the customer's unique needs. Cloudset configured the rules for each event timer, ensuring they precisely matched the customer's requirements. 

After rigorous testing to confirm accuracy, the solution went live. The implementation was smooth, with no significant hurdles. Cloudset's expertise and support ensured the customer was up and running without complications.

Benefits of implementing Performset:

Maintaining High Levels of Customer Satisfaction (CSAT): The results spoke for themselves, and with the additional system warning from Performset, maintaining high levels of customer satisfaction (CSAT) was easily achieved. 

Supporting Managers and Agents: The timers, dashboard, and email notifications were pivotal in helping managers stay on track with crucial support tickets, especially time-sensitive ones. 

Better Direction for Agents: This resulted in agents having more precise direction on where to focus next, happier customers when they got updates as expected, and issues resolved promptly. 

Customer Soundbite: "Email notifications were just what we needed to help managers manage priority tickets. The dashboard was a real bonus, helping us report internally on performance."

Key product features that made the difference:

1. Real-time notification of potential breaches: Utilizing Performset, our customers received real-time notifications to prevent SLA breaches, ensuring they stayed on top of customer support even during high-stakes events.
2. Dashboard: The operational dashboard provided valuable insights, helping the team make data-driven operational decisions and monitor performance effectively.
3. Update timer: This feature allowed for accurate ticket timings, even when ticket priorities changed or a resolved ticket was reopened, ensuring that the support team was always in control.

Incorporating Performset from Cloudset into its operations has transformed how this award-winning event management platform manages support, especially during live events. With precise timers, real-time notifications, and an insightful dashboard, they've achieved exceptional customer satisfaction, ensuring their support is as seamless as the events they manage. Performset continues to provide value; read more about Perfomset. 

Book a no-obligation call today to achieve the same results as this leading event management company. You can share your business goals with us during the call, and we will provide honest advice. Let's explore how Performset or our full suite of Zendesk applications can support your business. Get in touch with us today at sales@cloudset.net.