About Orlando City SC
Orlando City SC, the only Major League Soccer (MLS) team in Florida, set the U.S. record for best start of any professional soccer club in its first 100 league matches (66-12-22). The Lions have since gone on to win three USL PRO regular season titles and two postseason championships.
Chris Gallagher, VP of Ticket Sales at Orlando City SC, had used AliveChat at previous positions with other professional sports teams. He’d already experienced great success using AliveChat as a customer service medium, but he knew his new team could score even bigger by expanding its use to online tickets sales. As Gallagher built his launch strategy for their new ticketingwebsite, AliveChat would play a paramount role inboth servicing existing customers and closing new ticket business online.
After observing the successful tactics of one particularly skilled online chat rep, Gallagher rolled out AliveChat to six service reps and six sales reps. Orlando City SC’s chat teams werehighly proactive at reaching out to ticket site visitors to engage them online quickly, and a majority of their business now comes from thatproactive approach. Training is also vital for Orlando City SC, where reps learn to treat chat customers as they would on the phone, with courtesy and professionalism. “You’ve got to bring your ‘A’ game to be successful,” says Gallagher.
Gallagher and his team have learned from their experiences and are continually improving their chat business processes. By reviewing chat transcripts and reports, he gets a real-time look at ebb and flow trends on the website, sees what questions are commonly asked, and can identify missed chats for future lead follow-up. All of that leads to improved performance.
With many Latin American tourists in town to see soccer games, Orlando City SC has Spanish and Portuguese speakers manning the chat lines. AliveChat enables the team’s agents to turn a service-related chat into a ticket renewal or a new sale. Going into their yearly ticket sales season, they had already closed more than $500,000 in ticket sales through online chat.
- Expanded use of online chat from just customer service teams to include sales teams
- Closed more than $500,000 in ticket sales, mostly through proactive chat
- Uses chat transcripts and reports to provide valuable insight on trends, performance and best practices