Case Study: Ticketfly achieves 250% increase in agent productivity with GetFeedback

How Ticketfly Increased Agent Productivity by 250%

Ticketfly is a San Francisco–based live events platform serving 1,800 venues and promoters, processing 24 million tickets for 100,000 events and generating $600M in gross sales annually with 15 million monthly unique visitors. As the company grew, its support organization struggled to scale: client and customer feedback lived across Salesforce Service Cloud and Desk.com (and spreadsheets), making data unmanageable and limiting the team’s ability to deliver consistent, timely support.

By adopting GetFeedback and pushing survey responses directly into Salesforce, Ticketfly captures client Event Terms and Policies at onboarding and attaches them to account records, giving agents instant access to the right information. That change made agents 250% more efficient at identifying client terms, improved survey completion rates by 28%, and enabled post-support CSAT surveys and other process automations to further streamline support and measure agent performance.

Ticketfly

Caroline Jack

Director of Product Training and Support