Transformation of Customer Service in the Event & Ticketing Industry
For our client operating in the entertainment and sports event ticketing sector, customer service represented one of the most critical touchpoints in the overall customer experience. Every day, thousands of users contacted the call center to get information about events, ask questions about their tickets, or request support for various issues.
Especially during high-demand events, the surge in customer interactions began to exceed the capacity of the existing call center operations, directly impacting accessibility and service quality.
At this point, Unite Pulse was introduced, transforming the entire customer interaction model into an end-to-end autonomous system.
High-demand events, limited accessibility
Customers frequently reached out to learn more about event details, inquire about locations and transportation, or request support for processes such as ticket cancellations.
However, during peak periods—particularly around popular events—customers struggled to reach the call center. A significant portion of calls went unanswered, with missed call rates reaching 10–12%.
In addition, processes such as ticket cancellations required agents to manually create and categorize records within the CRM system. This introduced human error, reduced operational efficiency, and delayed response times.
When event conditions changed, customers were only informed via email, which did not guarantee that all users received or noticed the updates in a timely manner.
The real need: instant, proactive, and accurate communication
The core challenge was not just call volume.
Customers needed immediate access to accurate information, proactive communication in case of changes, and a seamless experience across all touchpoints.
This level of responsiveness and consistency could not be achieved through traditional, human-dependent call center models.
End-to-end autonomous customer interaction with Unite Pulse
With the deployment of Unite Pulse, the entire customer service operation was redesigned.
Customers calling the service line are now answered instantly, without waiting, and are provided with accurate and real-time information about events, including schedules, details, and relevant updates.
Beyond handling inbound calls, Pulse also introduces a proactive communication layer. Whenever there is a change in event conditions, the system initiates outbound calls to all ticket holders, ensuring that every customer is directly informed.
Bridging digital and physical experiences
Recognizing that the event experience goes beyond ticket purchase, Pulse was designed to support customers throughout their entire journey.
When requested, the system provides detailed location and transportation information for the event venue. Additionally, location details can be sent directly via SMS, making it easier for customers to reach the venue without friction.
Accurate operations and intelligent routing
For requests such as ticket cancellations or other support needs, Pulse automatically creates records in the CRM system with accurate categorization and routes them to the appropriate teams.
This eliminates manual errors entirely and ensures faster and more reliable case handling.
One of the most critical improvements was the elimination of human error in categorizing the most frequent customer issues, significantly improving operational accuracy.
Expanding from local to global service
Previously, customer support was limited to Turkish and English.
With Unite Pulse, the service expanded to include German, Spanish, Russian, and Arabic, enabling the company to serve a broader international audience more effectively.
Impact achieved
As a result of this transformation:
- Missed call rates reduced from 10–12% to 0%
- Accessibility issues during peak event periods were completely eliminated
- CRM categorization errors were reduced to zero
- Proactive outbound communication introduced for event updates
- Expanded multilingual support for international customers
Conclusion: from customer service to experience management
This transformation redefined the role of customer service in the event and ticketing industry.
With Unite Pulse, customer interactions are no longer reactive and limited. Instead, they have become proactive, intelligent, and experience-driven.
And the most important shift was this:
Customers no longer need to seek information—the system reaches them with the right information at the right time.