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Instant Support From One Source
Asking a question shouldn’t require any effort. The Formula 1 Heineken Dutch Grand Prix centralised its customer service and contact into one place. Visitors can ask their questions to the Race Engineer – the chatbot that’s available 24/7. Frequently Asked Questions are dynamically loaded next to the conversation and can be asked to the chatbot with just one click. The Race Engineer is branded, he has a personality that matches the Dutch Grand Prix. A chatbot can not only help you instantly, but it can also help you recognise the brand and add a personal touch. It already adds something unique to your event experience before you've even visited the event.
Rather have human support? The bot will ensure your question gets emailed to the customer service team. They will help you as soon as possible. During the race weekend, the Race Engineer will hand over the conversation to a human agent.
The Right Person for the Task
You probably recognise the feeling of having to repeat your question over and over again. This can be frustrating. No one likes to repeat a question to multiple people, nor first to a bot and later again to an employee. If you have a question about the campsite, you want someone from the campsite to help you. If the question is about tickets, you want a response from the ticketing partner. The Dutch Grand Prix ensures all their partners are working together in one centralised customer service solution. Smart routing helps them to connect you to the right employee. This means customer service agents can work more efficiently, while you get a better, more personal answer. Even if you’ve been chatting to the bot, the human employee will understand your question, hopefully increasing your satisfaction.
Integrated Customer Service Solution to Increase Efficiency
The AI event chatbot, the Race Engineer, can answer many questions. However, sometimes you want human support. The bot can forward your question, but you can also reach the team via other channels (via social media or other conversational channels). The centralised customer service solution, Mobile Service Cloud, has many options to have smooth conversations and provide service and support efficiently. Answer suggestions help employees to quickly give repetitive answers, they can simply select the suggested answers. It’s also easy to work together, both internally and externally. Since everything they need is there in one inbox, they can help you faster.
Optimise Your Event Based on Data
Chatting with thousands of visitors is a challenge. The team is continuously learning from their experiences. To make conversations even more personal, customer data is integrated into their customer service solution. Employees now know who they’re talking to, making it easier to understand situations, help you even better, and tackle problems before they even exist. Insights from the customer service solution, such as the incoming questions, the number of handled conversations, and response times are used for optimisations. Peak times can be recognised, allowing them to grow the team for these moments.
For the next edition, the Dutch Grand Prix can look at the data to make your experience even better. Imagine that after the event, they find out there were many questions to find the nearest toilets. Next year, they can help you find them easier: by showing the nearest location in the event app or marking it more clearly on the festival grounds.
Make Your Event Visitor Service a Success
Do you want to get more out of your customer support or visitor service? Get to know your visitors! CM.com’s solutions help you provide efficient service but also help you understand visitors and gather input and valuable data. Discover our solutions for customer service for your event.
Conversational AI Cloud and Mobile Service Cloud are not the only solutions we provide for the Formula 1 Heineken Dutch Grand Prix. Are you interested in how we help them enhance their fan experience? Contact us to learn more.
+27 (21) 180 2560
