Seatwave chose Zendesk because it offered the ability to manage customer support across multiple languages and channels, two crucial requirements for its rapidly growing international customer base. The decision reinforces Seatwave’s commitment to excellent consumer experience and confirms Zendesk as the customer service platform of choice for over 5,000 innovative customer centric organisations in Europe alone, including Moo.com and GOV.UK.
The overhauled customer service portal seatwave.com/help allows Seatwave to deliver an engaging self-help area that enables consumers to get access to the information they need instantaneously. The whole portal has been redesigned to feature photos of the Seatwave support team, who are available to offer the personal touch by answering individual customer queries. An example of the high productivity user interface that the Seatwave support team will see can be viewed here.
Matt Ephgrave, Director of Operations at Seatwave, said: “Our business is all about consumer experiences. The support we offer our buyers and sellers is the first step in creating trust and building the positive experience we pride ourselves on. Like us, Zendesk has an excellent reputation for providing a great product, and its people are renowned for providing the very best service to its customers.”
“The new Zendesk powered customer service portal will enable us to continually report and refine the support we offer, ensuring our customers get the best possible experience, every time.”
Matt Price, General Manager EMEA at Zendesk, said: “The new Seatwave customer help centre looks great. Everyone at Zendesk has been really excited about the project.”
Seatwave is an online ticket marketplace where users can buy and sell tickets for concerts, theatre, sports and other live events. It was founded by Joe Cohen, formerly of Match.com and Ticketmaster, in May 2006 and began online trading in February 2007. Seatwave was the first European ticketing player to offer interactive maps and 3D views from seats. With its iOS SDK, Seatwave was also the first ticketing player to expand its consumer offering into a developer platform.
Zendesk (zendesk.com) is the leading provider of proven, cloud-based customer service software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 20,000 Zendesk customers, including Gilt Groupe, Box, and Disney, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital, Goldman Sachs, GGV Capital, Index Ventures, Matrix Partners, and Redpoint Ventures.