StubHub ‘encouraged’ by chatbot returns

StubHub has exchanged more than 320,000 messages with customers since introducing its chatbot services.

The ticketing platform said 90,000 people have started conversations via its Facebook Messenger, iMessage and Skype services.

In an interview with the Fast Company website, a StubHub spokesperson said the company is “encouraged by early sales trends”, but did not divulge sales or revenue figures for the service. While transactions remain quite low compared to the company’s other platforms, the tickets that are selling via chat have a higher average per-ticket value than those sold elsewhere, StubHub said.

The company said it is finding that customers prefer chat services to email, and feels the conversational tone fits well with its “inherently social” core business.

Gary Kanazawa, who leads StubHub Labs, said the chat services, which also include voice-assisted Alexa and Cortana, are also proving a great resource in analysing customer habits and desires.

“That’s the heart of the IP we’re building: What we’re learning from our users,” said Kanazawa. “We start learning about our customers at their pace, not a pace that we force upon them.”

“As a new platform—just like we had to embrace mobile apps 10 years ago—this is a place where our users spend a lot of time. And we know that they’re highly engaged people.”

Ticketmaster went live with its Facebook Messenger chatbot Ticketmaster Assistant in June.

Earlier this year, Steve Pearce, co-founder and chief executive of TickX, told The Ticketing Business that his company’s chatbot makes it quicker and easier for customers to find exactly what they are looking for.

“Millions of people spend hours on Facebook Messenger each day,” Pearce said, “so now they can click straight into TickX in one click. No apps to download, no need to open a website.”

IMAGE: StubHub