Case Study: The O2 Arena achieves 95% Chat CSAT and a consistent fan experience for tens of thousands with Zendesk Messaging

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

The O2 Arena in London (20,000-capacity, opened 2007) hosts top musicians, comedians, and sporting events and aims to deliver a consistent "fan experience" from ticket purchase through post-show. Faced with high volumes of visitors and the need to let customers choose how they interact with the venue, The O2 needed a scalable, familiar customer service solution that kept interactions consistent across channels.

The O2 implemented Zendesk Support, Chat, and Guide to unify service channels, letting agents quickly identify patrons and respond empathetically via chat, phone, or self-service. The team finds the chat interface intuitive, customer satisfaction for chat is 95%, and staff readily recommend Zendesk for its flexibility and ability to maintain a consistent customer journey.

The O2 Arena

Adam Wilson

Head of Customer Relations