Operator? Get Me My Broadway Tickets
8/10/17
Who buys Broadway tickets over the phone?
The answer: quite a lot of people. After years of decline as customers became more comfortable with shopping and buying tickets online, the percentage of phone sales has leveled off over the past few years (see chart below). Over the last couple months, 16.5% of all Telecharge sales were completed through our call center.
It’s just a fact of life that some customers still like talking to a real-life person—an expert who knows the shows and can guide them towards the purchase that best fits their needs. This is why, in an internet age, we still focus on improving the call center experience.
We’re constantly adding functionality and making improvements so that our sales team can better assist customers over the phone. For instance, call center agents have enhanced ability to navigate to various steps of the purchase process to edit information, instead of canceling the order and starting over if the customer changes their mind.
Agents have new shortcuts to quickly look up different performances, they have additional options to search marketing codes, and they can hold seats to give customers multiple seating options, without the risk of losing those seats.
All of this helps make phone buyers, typically the customers who need more hand-holding, feel better about their purchase.
Pretty soon, we’ll be helping customers split one order into multiple orders, so each attendee can pay for their own ticket and sit next to one another. We’re also working on the ability for a customer to use two payment methods to purchase a single order.
So even though the vast majority of Broadway tickets are purchased online, we’re still working to enhance the experience of our very valuable phone customers.
Learn more about The Shubert Organization at www.shubert.nyc.
The answer: quite a lot of people. After years of decline as customers became more comfortable with shopping and buying tickets online, the percentage of phone sales has leveled off over the past few years (see chart below). Over the last couple months, 16.5% of all Telecharge sales were completed through our call center.
It’s just a fact of life that some customers still like talking to a real-life person—an expert who knows the shows and can guide them towards the purchase that best fits their needs. This is why, in an internet age, we still focus on improving the call center experience.
We’re constantly adding functionality and making improvements so that our sales team can better assist customers over the phone. For instance, call center agents have enhanced ability to navigate to various steps of the purchase process to edit information, instead of canceling the order and starting over if the customer changes their mind.
Agents have new shortcuts to quickly look up different performances, they have additional options to search marketing codes, and they can hold seats to give customers multiple seating options, without the risk of losing those seats.
All of this helps make phone buyers, typically the customers who need more hand-holding, feel better about their purchase.
Pretty soon, we’ll be helping customers split one order into multiple orders, so each attendee can pay for their own ticket and sit next to one another. We’re also working on the ability for a customer to use two payment methods to purchase a single order.
So even though the vast majority of Broadway tickets are purchased online, we’re still working to enhance the experience of our very valuable phone customers.
Learn more about The Shubert Organization at www.shubert.nyc.