Case Study: Eventbrite achieves streamlined, personalized customer support with Verint Systems' Verint Messaging

Eventbrite Fosters Raving Fans with Verint Messaging

Eventbrite, the event management platform, needed a better way to manage high volumes of social support across Facebook, Instagram, X, and YouTube while keeping customer service fast and personalized. Using Verint Systems’ Verint Messaging, Eventbrite wanted to unify messaging channels, streamline agent workflows, and connect social interactions with its broader support systems.

Verint Systems implemented a unified agent workspace with Verint Messaging and integrated it with Salesforce through the Verint Open CCaaS Platform. The solution automatically aggregates more than 21,000 public comments and private messages each month, and Verint’s Containment Bots now resolve 15% of issues through self-service. This has improved agent efficiency, enabled faster case creation and escalation, and given Eventbrite better reporting and analytics to measure support performance and customer experience.

Eventbrite

Megan Millet

Social Support Program Manager