FOMO Festival 2020
The FOMO Festival team required assistance managing their online community, and wanted to ensure that their customers felt valued by providing them with exceptional customer service.
Category:
CRM
Tags:
The Challenge
Due to the size of their team, FOMO were unable to respond to the volume of customer enquiries via their social channels in a timely manner, often missing many. This resulted in an increase in negative reviews and customer complaints leading up to the show.
Solution
Services Offered
Community Management, Live Chat and Email Support.
Overall Results
100%
All communications responded to daily
100%
Scalpers and security issues flagged and managed
100%
Chatbot developed to streamline coms
100%
Coordination between ticketing companies for refunds, reissues and other ticket related enquiries
Daily Results
600+
Emails received and responded to daily
200+
Ongoing DMs received on IG daily
400+
New and ongoing FB conversations started
100%
