Ticketmaster Playvox is a customer service and support platform designed for companies that want to improve their customer experience. It was acquired by Ticketmaster in 2019 and helps companies across different industries manage customer support operations.
How does Ticketmaster Playvox work?
Ticketmaster Playvox brings together different tools and capabilities into one platform to help companies optimize their customer service processes. Here are some of the key things it can do:
- Omnichannel support – Customers can reach out for support via phone, email, social media, chatbots, and more. Playvox brings all these channels together into one unified workspace for agents.
- Ticket management – Tickets can be tracked, prioritized, assigned to agents, and resolved within Playvox. It uses smart automation to route tickets to the right agents.
- Knowledge base – Companies can build a searchable knowledge base to enable self-service for common customer queries. This reduces repetitive contacts.
- Customer profiles – Playvox maintains unified customer profiles with history of previous interactions. This provides agents with better context.
- SLA management – Service level agreements can be configured to ensure high priority tickets get addressed within defined time limits.
- Reporting and analytics – Real-time and historical reporting provides insights into performance. Managers can identify areas for improvement.
- Omnichannel bots – AI chatbots can be integrated to offer 24/7 automated support across channels.
- Workforce management – Staffing, schedules, availability, and time-off can be managed across distributed teams.
By centralizing all customer support workflows into one platform, Playvox aims to make agents more productive and customer experiences more streamlined.
What are the key capabilities and features?
Here are some of the major capabilities and features of Ticketmaster Playvox:
Omnichannel Interactions
Playvox brings together different communication channels like email, live chat, SMS, social media, mobile messaging apps, and more into a unified workspace. Agents can seamlessly pivot between channels within the platform while interacting with customers.
SLAs and Priority Management
Playvox allows companies to define service level agreements (SLAs) based on ticket priorities. High priority tickets can be automatically escalated and routed to ensure fast resolution. Alerts and notifications help managers track SLA performance.
Smart Ticket Assignment
Using rules and algorithms, Playvox automatically assigns tickets to agents based on skills, experience, workload, and availability. This streamlines the routing process.
Customer Satisfaction Measurement
CSAT (customer satisfaction) surveys can be sent to gather direct feedback from customers after ticket resolution. This data helps managers gauge customer experience.
Performance Analytics
Playvox provides detailed reports on key metrics like response times, resolution rates, agent productivity, customer satisfaction (CSAT) and more. Managers get valuable insights to improve operations.
Gamification
To motivate agents, Playvox incorporates game elements like points, badges, and leaderboards. Agents are recognized for achievements like resolving the oldest tickets, maintaining high CSAT scores etc.
Automation
Robotic process automation is used to streamline repetitive tasks like ticket escalation, status updates, closing duplicate tickets etc. This saves time for agents.
Mobile App
Agents can access the platform and manage their work on the go via iOS and Android apps. This allows them to provide support remotely as needed.
Third-Party Integrations
Playvox integrates with third-party apps like Salesforce, Zendesk, Shopify, and more through APIs and out-of-the-box connectors. This allows data to flow seamlessly between systems.
Knowledge Base
Companies can create searchable knowledge base articles to serve customers with self-help content. This reduces dependence on agents for repetitive queries.
What are the benefits of using Ticketmaster Playvox?
Here are some of the key benefits companies can realize by using Ticketmaster Playvox for customer support:
- Improved customer satisfaction – By streamlining support workflows, Playvox helps companies resolve customer issues faster and more efficiently.
- Reduced response times – Automation and workload balancing ensure customers get responses quickly from the right agents.
- Increased first contact resolution – With unified context and knowledge base, agents can resolve more customer tickets in the first interaction.
- Enhanced productivity – Smart routing and automation free up agent time from mundane tasks so they can focus on customers.
- Seamless omnichannel experience – Customers can move between channels and maintain context without having to repeat information.
- Improved insight – Playvox provides detailed analytics and reporting on performance. Identifying areas of improvement becomes easier.
- Scalability – Cloud-based Playvox makes it easy to add new channels, agents, locations etc as business grows.
By optimizing customer support operations, companies can achieve faster response times, higher first-contact resolution, lower costs per ticket and improved customer satisfaction with Playvox.
What kind of businesses use Ticketmaster Playvox?
Here are examples of some businesses across different industries that use Ticketmaster Playvox to power their customer support:
E-commerce
Online retailers get high ticket volumes and require 24/7 support. Playvox enables omnichannel support plus flexibility to scale up during periods of peak demand like holidays or sale events.
Travel & Hospitality
Travel companies need to quickly address customer issues like reservation changes, cancellations, etc. Playvox equips them with tools to provide timely, personalized support.
Financial Services
Banks and lending companies rely on Playvox to handle sensitive customer interactions and compliance requirements securely and efficiently.
Telecom
With customers across mobile, internet, cable, and other services, telecom providers use Playvox to deliver comprehensive and responsive support.
Software
From onboarding to technical troubleshooting, Playvox enables software companies to support users throughout their lifecycle and foster loyalty.
Healthcare
Healthcare organizations leverage Playvox to improve patient experience by streamlining interactions between patients, doctors, insurers and other stakeholders.
Across verticals, the breadth of features in Ticketmaster Playvox allows companies to scale and refine support operations based on their specific needs.
How does Ticketmaster Playvox integrate with other software?
Ticketmaster Playvox integrates with many complementary systems using APIs and out-of-the-box connectors. Here are some examples of how it integrates with other software:
CRM Systems
Playvox seamlessly integrates with CRM platforms like Salesforce, Microsoft Dynamics, Zoho and others. This allows customer data like contact information, communication history, and sales data to flow between the systems.
ITSM & Ticketing Tools
Playvox can pull in existing tickets from ITSM tools like ServiceNow and sync back updates. This ensures continuity for in-progress tickets during the transition.
HR Systems
Employee data like schedules, time-off, compensation, etc. can be synced from HR tools like BambooHR and Oracle HCM into Playvox for better workforce management.
Internal Help Desk
For enterprise clients, Playvox can integrate with internal help desk platforms to streamline employee support alongside customer support.
Knowledge Bases
Knowledge articles can be ported from existing knowledge management systems into the Playvox knowledge base for easy access by agents.
Analytics Tools
Playvox data on operational metrics can feed into broader business analytics platforms like Tableau and Power BI for cross-functional reporting.
The integrations enable different systems to complement each other so companies can deliver omnichannel customer experiences efficiently.
How much does Ticketmaster Playvox cost?
Ticketmaster Playvox offers several pricing tiers to meet the needs of different businesses:
Small Business Plan
- Up to 3 agents supported
- Email and web ticketing channels
- Standard integrations
- Basic reporting
- Monthly cost: Starts at $39 per agent
Professional Plan
- Up to 50 agents supported
- Adds phone, social media, live chat
- Expanded integrations
- Enhanced analytics
- Monthly cost: Contact for quote
Enterprise Plan
- 50+ agents supported
- Full omnichannel capabilities
- Premium integrations
- Complete reporting and analytics
- Monthly cost: Contact for quote
There are also options to pay annually for longer subscriptions. Volume discounts are available for large deployments. Custom enterprise packages can be negotiated as well.
Overall pricing depends on the number of agents, channels, and capabilities supported. Companies should contact Ticketmaster Playvox sales for an exact quote.
What do customers think about Ticketmaster Playvox?
Here are some testimonials from real Ticketmaster Playvox customers:
Sunshine Rewards (Loyalty Program Company)
“We switched to Playvox from Zendesk and immediately gained back 20% of our agent capacity from the time savings. The platform is intuitive and has dramatically improved our customer satisfaction.”
Leely Activewear (Fashion Retailer)
“We strive to deliver 5-star service for our customers. With Playvox, we’ve been able to achieve 10% higher CSAT scores through faster response times and omni-channel support.”
PayRoad (Fintech Startup)
“As we scaled from 5 to 50 agents, Playvox helped us balance workloads and optimize staffing. The support team was with us every step of the way to ensure a smooth growth path.”
Overall, customer feedback for Ticketmaster Playvox highlights increased productivity, improved customer satisfaction, and ease of scalability as key benefits companies have realized.
Key Takeaways
- Ticketmaster Playvox is an AI-powered customer service platform for omnichannel support.
- It helps companies streamline workflows, reduce response times, and improve customer satisfaction.
- Key capabilities include omnichannel interactions, SLAs, automation, and analytics.
- Playvox integrates with CRM, HR, and other systems via APIs.
- Plans are available for small business to enterprise scale.
- Customers praise Playvox for the productivity, scalability, and customer experience gains.
In summary, companies looking to optimize their customer support operations can benefit from leveraging Ticketmaster Playvox to drive efficiency alongside better cx. The breadth of features and ease of scaling makes it suitable for diverse industries and business sizes.
