{"id":735,"date":"2021-08-01T01:57:00","date_gmt":"2021-07-31T15:57:00","guid":{"rendered":"https:\/\/tixel.com\/blog\/?p=735"},"modified":"2021-12-23T15:18:51","modified_gmt":"2021-12-23T05:18:51","slug":"3-ways-events-can-reduce-the-workload-of-customer-support-staff","status":"publish","type":"post","link":"https:\/\/tixel.com\/blog\/2021\/08\/01\/3-ways-events-can-reduce-the-workload-of-customer-support-staff\/","title":{"rendered":"3 Ways Events Can Reduce The Workload of Customer Support Staff"},"content":{"rendered":"\n

Event teams have always been lean and limber, usually made up of a few hardcore superhumans capable of spinning many, many plates. But now more than ever, event teams are shrinking and resources are tightening. To keep offering a stellar experience to every attendee, event organisers need to make sure they cut back work that is taking up time unnecessarily. <\/p>\n\n\n\n

Customer support and ticketing enquiries is one area that takes up a large chunk of time. It\u2019s important, but it\u2019s also an area that event staff often don\u2019t have time for \u2014 and one that can be reduced with a few simple measures in place. Tixel manages customer service on resale tickets for a huge range of event partners<\/a>, so here are our support team\u2019s top three tips for events looking to minimise their workload.<\/p>\n\n\n\n

Our top 3 tips to Reduce Event Staff Workload:<\/h2>\n\n\n\n

Be proactive with your attendee communication<\/h3>\n\n\n\n

Our first tip for reducing the demands on your customer support staff is to be proactive with your communication to ticket holders. A well-informed attendee is less likely to need support because they have everything they need to know upfront.<\/p>\n\n\n\n

Spending a little extra time on your attendee communication when you release tickets could save a huge amount of work on event day. Here are four areas where you can focus proactive communication:<\/p>\n\n\n\n

  1. Email: <\/strong>You have the contact information for all of your attendees when they buy a ticket \u2014 make sure you use it! After someone has bought a ticket, set up an auto-response that outlines everything attendees need to know about your event. Be sure to keep up regular contact in the lead up and send a reminder 1-2 days before the event for any must-know information such as what people can\/can\u2019t bring into the venue, security screening, contact tracing, set times, public transport and parking.<\/li>
  2. Website and social media: <\/strong>Not everyone gets their information in the same place. Some will check their emails religiously, others prefer to check their social feeds. Using consistent messaging across all of your platforms will help attendees stay informed. <\/li>
  3. On tickets:<\/strong> One thing every attendee will have is a ticket and a confirmation. Make sure at a minimum the ticket lists the event start time and address. You can also customise the confirmation email to fill people in on important extras such as your policies on refunds and name changes. <\/li>
  4. Event policies:<\/strong> Make sure your team is organised with policies in place on important queries like refunds, name changes or ticket transfers, security, alcohol and\/or age restrictions, and capacity. If your team is armed with all the right information, it will be easier to communicate these policies to your attendees.<\/li><\/ol>\n\n\n\n

    Offer safe resale and simple ticket transfers<\/h3>\n\n\n\n

    One of the biggest queries ticket holders have is around refunds and ticket transfers. To best reduce these requests, you need to provide fans with a safe and supported way to transfer their tickets if they can no longer use them. Refusing ticket transfers can create a backlog of refund requests and doesn\u2019t help fans who genuinely can\u2019t make an event for no fault of their own. <\/p>\n\n\n\n

    When events partner with Tixel, we encourage them to communicate a policy that only primary tickets and tickets that have been transferred via Tixel will be accepted at the door\/box office. <\/strong><\/p>\n\n\n\n

    This reduces your event team\u2019s workload by:<\/p>\n\n\n\n