SmartHelp: The Future of Moshtix Customer Service

The customer service industry is constantly evolving, and Moshtix is always striving to improve the customer service experience for both customers and clients. With increasing demand for fast and efficient solutions to customer support requests, we are excited to announce that Moshtix has recently launched a new customer service tool called SmartHelp.

The main objective of SmartHelp is to provide clean and accurate data to our Fan Experience team across Zendesk cases to support automations and decrease overall response and resolution times. The tool is specifically designed to enhance customer experience and provide quick resolutions to issues by: 

• Automating the process of gathering relevant information from customers, making it easier for agents to respond quickly and accurately to customer queries.
  

• Minimising time taken to resolve customer issues, leading to increased customer satisfaction and retention.
  

• Automatically filling specific order and ticket data directly from customers’ accounts for new Zendesk cases, thereby decreasing response times and reducing the number of back-and-forth communications.
  

• Providing post-event reporting for clients regarding customer support enquiries.
  

SmartHelp also provides a self-service option, enabling customers to resolve issues on their own without the need for agent assistance. With the self-service feature, customers can access a database of frequently asked questions and find solutions to their problems without having to wait for an agent to respond. This feature not only provides a faster solution to customer support requests but also frees up agent time to focus on more complex issues that require human intervention. The implementation of SmartHelp will be a multi-stage process, eventually enabling clients to access detailed post-event reports to categorise enquiries, identify trends and patterns in customer enquiries and take steps to address customer concerns and complaints.

Overall, SmartHelp is a game-changer for Moshtix customer support. By providing clean and accurate data to FX, the team can automate their support processes, decrease response times, and provide a more efficient and effective customer support experience for Moshtix customers, clients and employees.

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