Who are they?
TicketBlitz is a reliable ticket provider specialising in the (re)sale of tickets for popular events. The company operates in the German market and handles all customer communication entirely in German. Fast, accurate and professional customer support is essential to build trust and maintain a high level of service quality.
The challenge
TicketBlitz’s customer support team was dealing with a large number of recurring customer inquiries on a daily basis. A significant portion of the workload consisted of repetitive tasks, leaving less time for more complex customer questions.
In addition, language nuance in German played a crucial role. A short question can have multiple meanings depending on context, and TicketBlitz wanted to avoid at all costs that customers would feel they were communicating with a bot that does not truly understand their question and only sends standardised responses.
The solution with NexReply
Together with NexReply, TicketBlitz developed a solution that is both efficient and personal. NexReply automates frequently asked questions, while responses continue to feel natural and human.
Thanks to the smart setup, integrations and strong focus on language understanding, German customer inquiries are interpreted correctly and answered professionally, even when handled automatically.
Usage and implementation
NexReply is fully integrated into TicketBlitz’s daily customer support operations and is used for German email communication. At this point, approximately 70% of all incoming emails are handled automatically.
This results in significant time savings and reduces the workload within the team. Customers receive clear and accurate responses in correct German more quickly, while the support team has more time to focus on inquiries that require extra attention or custom handling.
Results
- 70% automation of German email traffic
- Reduced workload within the customer support team
- Faster response times for all customers
- Higher customer satisfaction through natural communication
Thanks to NexReply, we were able to significantly optimise our German customer service. We save a lot of time, while our customers are helped faster and in a more personal way, without it feeling like they are communicating with a bot.