Self-service benefits both agents and customers alike.

With the use of instructional video, SeatGeek gained a resource for educating their customers. After being added to post-purchase communications, customers began to service their own issues, leading to increases in CSAT, NPS scores, and agent happiness.

This was just the start of SeatGeek’s self-service journey. The SeatGeek help center combined the voice of the brand, the expertise of the team, and the implementation of AI tooling like Solvvy and Unbabel to deliver dynamic, yet personalized experiences to each customer.

The result? A 20% reduction in support contacts for one of the company’s major drivers of volume. 13% of SeatGeek’s support contacts were deflected after reaching the help center, with over 40% of visitors interacting with Solvvy’s self-service tool to resolve their issues.