TodayTix is no stranger to bringing more accessibility to experiences. The company started with the goal to provide effortless access to shows. Since launching in 2013, the company has brought theater to a new audience of theatre goers with “thoughtful service at each moment along the way”. There’s no waiting in lines or rushing for last minute ticket sales here. TodayTix provides the convenience of buying theatre tickets online with just a few taps of a button.
As TodayTix continues to see growth in subscribers and sales, it has also seen an increase in inbound calls. TodayTix looked at chat as a way to reduce calls while providing customers the ease and convenience of another channel. Today, the New York-based company uses Quiq’s Chat and SMS/text messaging channels to provide their customers with the kind of 21st century communication they were seeking.
Prior to implementing chat, TodayTix provided support through phone (80%) and email (20%). Since opening the messaging channel, the company has seen a drop in approximately 1,000 calls per month and a decrease in emails. James Potter, Senior Guest Services Manager at TodayTix, says that customers appreciate the quick response they get via messaging versus email.
“We were surprised to see a lot of our repeat customers move over to chat. Many of them have an .aol account, so it was interesting to see that shift.”
– James Potter, Senior Guest Services Manager
After just one day of training and some adjustments to the integration of the their existing Salesforce instance, the company was up and running with messaging. TodayTix still looks to their FAQs to help customers, but placed chat on their support page in the event that any of the 2,500 weekly visitors may need additional help.
The guest services team, which usually consists of 3 to 5 people, love that they are able to see a preview of what the customers are typing, in order to get a head start on helping them. They also love that they can handle multiple cases at one time, with the ability to handle up to 5 conversations simultaneously.
While the majority of questions TodayTix agents handle via messaging involve canceling or modifying an order, the company has also been able to improve their concierge service. For a small fee, customers can have tickets hand-delivered to them 30 minutes prior to the start of the show. Since the company sells internationally, and many times to tourists who don’t have access to their email, messaging helps coordinate delivery if meeting times or locations have to change on the fly.
What’s Next
The company has been pleased to see an increase in their NPS scores rising from the low 60’s to the high 70’s in large part due to messaging. It appears that customers aren’t the only ones noticing how the company uses technology. In 2018, TodayTix was named as one of Deloitte’s 2018 Technology Fast 500. The honor recognizes the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America.
TodayTix would like to take messaging further and implement the chat feature in their app too, as many of their customers are on mobile devices and engaging via the app. The company is also interested in enhancing their IVR by adding an option that would allow customers to initiate a text-based conversation instead of waiting on hold. These improvements will continue TodayTix’s ability to offer thoughtful service for every customer engagement.
