Case Study: The O2 Arena achieves 95% Chat CSAT and a seamless fan experience with Zendesk Support, Chat, and Guide

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

The O2 Arena in London is a 20,000-capacity live-entertainment venue that hosts top musicians, comedians, and sports events and aims to deliver a seamless "fan experience" from ticket purchase through post-show. To ensure consistency across touchpoints and give customers choice in how they engage, The O2 needed a customer service platform that could scale for tens of thousands of concert-goers and support multiple channels without prescribing one way to interact.

The O2 implemented Zendesk Support, Chat, and Guide so customers can choose their preferred channel and agents can respond quickly and empathetically; the Chat interface proved familiar to staff and sped up personalized interactions. The result: a highly adoptable system that agents recommend, strong operational scalability, and a 95% Chat CSAT.

The O2 Arena

Adam Wilson

Head of Customer Relations