Case Studies

Enriching the Online Support Center for Eventbrite’s Global Operations

The Client

Eventbrite is the world’s largest self-service ticketing platform and allows users to create, share, find, and attend events such as music festivals, marathons, conferences, hackathons, air guitar contests, political rallies, fundraisers, gaming competitions, and more.

We had an aggressive timeline and deployment schedule to improve the global self-service functionality of our Eventbrite Support tool for event organizers and attendees in 16 countries. To be successful, we knew we needed a partner with extensive expertise in creating and implementing innovative tools on the Salesforce platform.

Comity proved to be that partner to us, providing not just technical expertise, but valuable insight into user expectations

The Challenge

Eventbrite sought to create a rich multimedia support center to empower its users with polished and intuitive self-service functionality. They wanted to provide event organizers and attendees around the world with a robust support center that complemented Eventbrite branding to quickly search and find answers to common questions, in their preferred language.

 
 
 

The Solution

Comity created a highly-responsive help center with a fully integrated Knowledge Base and chat channel available in 16 languages. It included content curated from user personas and skill levels, predictive search text and ranked relevant results, rich media support, suggestion for other topics, and a feedback widget for real-time feedback. Embedding Google Analytics improved content and navigation features, provided advanced case reporting to add to the knowledge base, and reduced average handle time.

 
 
 

The Results

Leveraging the Salesforce Service Cloud, support agents can handle peaks of up to 30,000 weekly cases. Traffic to the newly-designed Eventbrite Support site increased sixfold and service requests managed online were reduced by 30 percent. More than 15,000 feedback surveys were completed to provide better classification of cases and improved accuracy of utilization and customer satisfaction metrics.