People come to SeatGeek with the hope of building something
exciting and new, and taking the ticketing industry
and building it into something like it's never seen before.
All sorts of people come to SeatGeek,
sports fans, music fans.
We have to help those customers, and sometimes,
in a real tight time frame.
You maybe only have an hour till the game starts,
and our team has to work out how to make sure
that customer has the best experience with our site.
The critical element of technology
that I think grounds SeatGeek is,
we're using technology to celebrate humanity,
to get people to live events.
And Stella really lifts that up.
With having such a disparate CX team
based in different geographical locations,
one of the challenges is communication and just
keeping everybody on the same page.
We felt prior to Stella Connect that there
was a void of actionable detailed knowledge
as to how each of our event experts was performing.
The previous provider that we were using really
only offered a yes and no question.
Now, with Stella Connect, with all
of the metrics that it offers-- all of the written feedback-- we
could really pinpoint in on actionable bits of feedback
that our team leads could then leverage in one-on-one meetings
to really push their event experts
to get better and better.
We hear from our event experts that they really
learn from the feedback that's coming in.
They could, kind of, hone their craft from it.
Within CX, it can be really easy to feel stressed out,
feel like what you're doing isn't getting to customers.
I like Stella Connect because it shows me
what I'm doing really well and when I'm not doing so well,
and I can make adjustments as I go.
With Stella it's a lot more user friendly. People
are a lot more willing to provide actual feedback
in real time.
The top inquiry that we get is "Where are my tickets?"
Questions like, "When should I show up to the venue?"
One of the most satisfying things for an event expert
is when they can turn around that experience
and end up with a really positive interaction.
And Stella Connect can help highlight those moments.
I'll get an email notification to see, oh, one of my reports has
done this outstanding job.
And immediately, I'll pop that in the slack room
while we shout-out our event experts.
And that feedback is making that event expert
a little bit happier that day.
When you have someone saying, "Wow, you really, really
blew this customer's mind.
That's really awesome, good job."
It feels really good to hear that from your peers.
Stella Connect feedback is really great
because it really brings all of us together.
Customer experience is a tough industry.
You go about your work every day,
you're helping hundreds of customers,
and you tend to only hear about the bad stuff.
You don't typically, with most tools out there,
hear directly from customers on all
of those situations that day that went phenomenally well--
those thrilled customers. So Stella
Connect is huge for that.
Just giving people those small but powerful doses
of positive feedback throughout the day as well, is huge. huge.