Case Study: The O2 Arena improves fan experience with Zendesk Guide

The O2 Arena uses Zendesk Support, Chat, and Guide to help tens of thousands of concert goers

The O2 Arena, a 20,000-capacity venue in London, wanted to create a consistent fan experience across the customer journey, from box office ticket purchase through the end of the event. To support that goal, it began using Zendesk Support, Chat, and Guide.

With Zendesk, The O2 Arena gave customers more than one way to reach the team and helped agents respond in a way that felt more personal and familiar. The venue reported a 95% Chat CSAT, and Adam Wilson said it was easy to recommend Zendesk because the agents enjoyed using it and it could handle far more than the team needed.

The O2 Arena

Adam Wilson

Head of Customer Relations