Dedicated sales team helps Web-based business migrate its frontline customer service to Contact Center flawlessly
About TicketPrinting.com
TicketPrinting.com is the most trusted e-commerce source for ticket solutions targeting small-to-medium size companies, venues, and organizations. Founded in 1997, TicketPrinting.com has designed and printed millions of tickets each year for thousands of events, performances, concerts, plays, sporting events, raffles, fundraisers, parties and more. TicketPrinting.com combines variable data for ticket personalization with Web 2.0 user-generated design tools.
The Challenge
Customer service is paramount to TicketPrinting.com. Each year some 35,000 customers visit TicketPrinting.com to select designs for their events, raffles or gift certificates; receive price quotes; upload images; and place their orders. With over 600 templates to choose from, along with an online process used for custom-designing tickets, the company needed a Web-based customer-care solution to help provide answers and hands-on assistance quickly and efficiently.
The customer care specialists at TicketPrinting.com were intrigued by LivePerson Contact Center, LivePerson’s award-winning multi-channel solution. The Agent Console enables chat agents to see the exact page that visitors are on, a huge benefit to support specialists assisting visitors on such a large and complex site. “If we could see the page they were on, we could answer their questions so much faster,” explained Beth Perry, Manager of TicketPrinting.com Customer Service.
Canned responses, a feature that lets chat agents send pre-composed answers to commonly asked questions was also a lure. File specifications and other hard-to-type information could be delivered quickly and easily to visitors.
But while TicketPrinting.com was anxious to enhance its online customer service, the company was understandably nervous about making changes to its system of frontline customer care. At any given moment, thousands of customers are on the site, and the company needed assurance that no visitor inquiry would fall through the cracks during the transition. “Bottom line, changing our frontline touch point made us very nervous,” explained Evan Schnabel who runs TicketPrinting.com’s IT department. “We would need to export a database with 35,000 contacts, and export over 200 articles into the Contact Center knowledgebase. In my experience, a lot could go wrong.”
“The fidelity between what LivePerson sold us and what they delivered was a 100% match.”
Lance Trevesch
CEO, TicketPrinting.com