• Telesales

  • »  Easy steps to educate customers how to order online
Jan
10

Promoting the benefits of online ordering during each telephone interaction will drive fans to your website.

Some customers routinely call the box office to purchase tickets because they have never bought online or are not aware of the option. A simple, effective way to change this behavior is to educate them about your website every time they call.

Follow these simple steps to educate customers how to order online.
  1. On-Hold and After Hours’ Message
    Update your on-hold and after hours’ message announcing online ticket availability and/or incentives (i.e., “Save $2 by ordering online”). Be sure to include your website address.

    1. Ex. “On Hold” message script
      “Thank you for calling <Venue Name>. All of our phone representatives are currently helping other customers. Please hold and your call will be answered in the order in which it was received.

      For your convenience, you can got to our website <website address> and buy your tickets now. You will be offered the best available seats for the event and receive immediate confirmation of your ticket purchase.

      For a limited time, we are offering the chance to win prizes when you order your tickets online. Prizes include (insert 1-3 incentives here). You can get all the details at <website address>.

      You may continue to hold for the next available customer service representative.”

    2. Ex. “After Hours” message script
      “Thank you for calling <Name of Venue>. Though our box office is closed, you can still purchase tickets at our website 24 hours a day, 7 days a week. Order your tickets now at <website address>. You will be offered the best available seats for the event you choose and you will get immediate confirmation of your ticket purchase.

      For a limited time, we are offering the chance to win prizes when you order your tickets online. Prizes include (insert 1-3 incentives here). You can get all the details at <website address>.

      If you need to speak to a customer service representative, please try us during our regular business hours <list here>.

      Thank you for calling. “

  2. Operators
    Empower operators to know how your online purchase process works, and to plug your website during each call. Your operators should:
    1. Know your website URL
    2. Be familiar with your eVenue site and how to place an order so they can share the process with customers.
    3. Tag each call with a plug about your website (i.e., “Next time you place an order, you can save $2 by ordering on our website”)
    4. Capture the customer’s email address on every call to build your database