drag • drag • drag • drag • drag • drag •
play me • play me • play me • play me • play me • play me •
  • Behind the Scenes

Delivering the best Customer Care

  • By Mike

  • 22 Feb 2017
  • 4 min read

At Skiddle we’re extremely passionate about Customer Care and we pride ourselves in providing the best service in the industry. Customers can get in touch with our dedicated team through a number of methods, including email, live chat, telephone, Twitter, Facebook and by utilising Mobihelp on our Skiddle App. We’re also constantly looking at other communication platforms because we understand there are queries which need answering 24 hours a day, seven days a week – with people manning our social networks outside of our office hours.

We’re committed to reflecting the spirit of the events we sell for in all forms of communication, so not only do we aim to be very responsive and keep our customers as happy as possible, we like to make it fun and display a bit of personality whenever there’s an opportunity.

When we’re not in the office dealing with front line queries, our care team lend a hand supervising event entry and ticket scanning at club nights and festivals all over the country. It helps the customer care department further understand Skiddle’s entry management process, and if necessary feedback can then be forwarded to our development team so that we’re constantly monitoring and improving our service.

As for our free time, much of it is spent actually going to events as customers. After all, if you don’t know your Bicep from your Elbow then you shouldn’t be working for a ticketing agency that specialises in music. This means that when customers do call us, they can feel comfortable in the knowledge that we know what we’re talking about.

Here’s some stats from 2016 that we’re pretty proud of:

Our average resolution time is less than 24 hours!

87% of customers said they had a positive experience when they contacted us via Email or Mobihelp. We’ve significantly improved this year upon year and we’re confident we can break 90% in 2017. 

During our major re-brand last year we made lots of improvements on the way we interact with customers, and we continue to work hard to make sure that we’re as customer focused as possible, and that customers who attend the events ticketed via Skiddle receive the best service possible. One of the biggest changes for our team during the re-brand was that we retired the term ‘Customer Service’. Instead we use ‘Skiddle Customer Care’ because not only does it sound much better, it implies that we actually care because, well, we do.

You’ll find that unlike other ticket agents, customers are able to easily get in touch with us, talk to an actual human being via a UK based call centre with a cheaper 0333 rate number available, and receive care to a high standard. We’re proud of our team and the personal interest they show in clients – we look forward to continuing to develop our service into the future.

Head here to list your event and begin selling tickets with Skiddle.

Think we deserve an award for our Customer Care? Well we’ve been nominated for one in the Ticketing Technology awards – find out about how to vote here.

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