Case Study: Eventbrite achieves sixfold support site traffic and 30% fewer service requests with Comity Designs

Enriching the Online Support Center for Eventbrite’s Global Operations

Eventbrite, the world’s largest self-service ticketing platform, engaged Comity — a Brillio company — to rapidly improve its global self-service support for event organizers and attendees across 16 countries. The challenge was to build a polished, intuitive, multilingual support center that reflected Eventbrite’s brand and let users quickly find answers without increasing agent load, all on an aggressive timeline.

Comity delivered a responsive help center with an integrated Knowledge Base and chat in 16 languages, featuring persona-driven content, predictive search, rich media, topic suggestions, a feedback widget, and Google Analytics–powered reporting, all on Salesforce Service Cloud. The result: site traffic increased sixfold, online service requests fell 30%, agents can handle peaks of up to 30,000 weekly cases, and more than 15,000 feedback surveys improved case classification and customer satisfaction metrics.

Eventbrite