MESSENGER

eticket

Using Login Connect with Messenger to foster closer connections with 85% of customers

THEIR STORY

Experienced ticket seller

In operation for more than 15 years, eticket is one of the top ticketing companies in Latin America for concerts, festivals and sporting events. To provide its customers with an excellent online experience, the ticketing company constantly monitors new technology and works to implement services that enhance customer service.

As events moved from in-person to online throughout the coronavirus (COVID-19) pandemic, eticket experienced a boom in inbound message volume. To respond to queries efficiently, the company improved its automated experience for Messenger, implementing Messenger Chat plugin and Guest User Mode on its website, and adding Facebook checkbox plugin to its check-out process so that customers could opt-in to receive automated messages with personalised information about purchases and upcoming events via Messenger.

85%

of new customers who use Facebook allow eticket to contact them through Messenger with Login Connect with Messenger

87%

of customers use Messenger to contact eticket vs other channels

50%

of the Messenger conversations now start from Facebook Login compared to other entry points

60%

of customer service inquiries are efficiently answered by the automated Messenger experienced without any human interaction

22%

of customers continue the conversation in Messenger after receiving eticket first message

THEIR GOAL

Faster conversations and purchases

At first, the online ticket seller wanted to improve the efficiency and quality of its customer service and find a solution that could increase the speed of purchases for people who had not created an account or who were not logged in to their account. As the team evaluated the tools available to do this, it realized that it could meet all goals by implementing Login Connect with Messenger.

THEIR SOLUTION

Streamlined account login, sophisticated messaging

With Login Connect with Messenger, eticket’s customers can create an account and opt-in to receive communications via Messenger quickly and seamlessly. This makes the process of supplying fast and easy communication as efficient as possible and allows customers to make a purchase more quickly and with minimal friction. When an eticket customer uses Login Connect with Messenger, eticket sends a welcome message via Messenger confirming that the account is linked and encouraging the customer to begin a conversation.

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THEIR SUCCESS

Enhanced customer service

By integrating Login Connect with Messenger, eticket’s customers can create an account and opt-in to messaging, allowing the online ticketing company to create closer connections and learn more about customers through conversations, engage effectively with customers via personalized messaging and notifications, and offer a deeper level of customer service.

  • Use of notifications through Message tags substantially reduced the rate of absenteeism in online events which was common in customers who bought their ticket access with such advancements.
  • 85% of new customers who use Facebook allow eticket to contact them through Messenger with Login Connect with Messenger
  • 87% of customers use Messenger to contact eticket vs other channels
  • 50% of the Messenger conversations now start from Facebook Login compared to other entry points
  • 60% of customer service inquiries are efficiently answered by the automated Messenger experienced without any human interaction
  • 22% of customers continue the conversation in Messenger after receiving eticket first message
All results are self-reported and not identically repeatable. Generally expected individual results will differ.

“The team at eticket knows that the amazing journey to seeing a favorite artist perform live starts with the excitement of buying their tickets, and we are fully committed to bringing to our customers the best possible experience in all our services. By implementing Facebook Login and integrating Messenger with our existing digital assistant, we are now able to help customers create an account seamlessly and can provide customers with fast and efficient communication that answers questions, sends reminders about purchases and events, and provides information our customers need in a much more efficient way.”

Adrián Contreras Orezza
Co-founder and CTO, eticket

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