Dive Brief:
- Eventbrite is upgrading customer support for event managers and its app for event-seeking consumers, executives said on a Q3 2024 earnings call last week.
- The event platform cut its customer service response times for event managers by 80% with improved technology and a second call center, CEO and Co-founder Julia Hartz said on the call. The company now offers 24/7 phone support for its “premium creators.”
- A revamped version of the Eventbrite mobile app is currently in beta, with plans to launch early in 2025, according to Hartz. The updated app includes better personalization, discovery and engagement capabilities.
Dive Insight:
Eventbrite is focusing on improving experiences for businesses and consumers alike as it works to turn its sales slump around.
Net revenue at the event platform was down 5% year over year to $77.8 million during the quarter, according to a Q3 2024 earnings report. However, elevated customer service and app improvements are expected to improve results, according to Hartz.
The Eventbrite app was a bright spot for the company despite its revenue dip. The company saw 92.5 million monthly active users during the quarter, with the total number of users up nearly 20% year over year, Hartz said. The number of searches for local events was up 20% as well.
“Why that matters is because that experience is only going to continue getting better as we roll out our reimagined consumer app — and that's driving pure discovery and demand to our creators' events,” Hartz said during the call.
Purchase frequency is twice as high on the app compared to the Eventbrite website, according to Hartz. The app also offers better opportunities to highlight local experiences and offer personalization to improve the customer experience.
The beta app features aren’t the only consumer-facing CX improvements. In October, Eventbrite introduced timed ticketing, which lets event managers offer tickets good for specific time slots. The feature is designed to make capacity management easier for organizers while reducing lines for attendees.
