The Live-Chat Brief
Wigan Warriors are the most successful Rugby League club in the world and sought to engage with their global audience in the most efficient way.
The club appointed ActiveWin to use the latest in digital comms for fan queries and supplemental customer service support during the weekend and evening hours.
They needed to reduce the negative daily impact on the club’s staff resources from traditional channels of communication, while still providing excellent customer satisfaction.
What we did
ActiveWin set-up a human powered live chat widget on all pages of the website, covering all aspects of the club’s offerings, including ticket sales, travel, retail, and hospitality.
We provide customer service 365 days a year from 8am – 12 midnight and successfully migrated queries into live solutions away from a minimum 24-hour response from Facebook.
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More than 1,000 queries relating to ticket availability, travel information, password reset for the site’s online store, and other retail enquiries were answered in the hours where in-house customer service was previously unavailable.
In addition to capturing valuable data on each call, the live chat function added value to the business as they could engage with customers outside of normal working hours.