When you're running a sports club, the last thing you need is a support system that adds to your workload. You need a partner who understands the pressure, anticipates your needs, and resolves issues before they become problems. This philosophy is the foundation of TicketCo’s support. It’s not just about closing tickets; it’s about building trust and ensuring you can focus on what you do best: creating unforgettable experiences for your fans.
But what does world class support actually look like? It’s more than just fast response times and a friendly voice. It's a combination of smart technology, deep industry knowledge, and a genuinely human approach. We believe that a smaller, more empowered support team often signifies a more intuitive and reliable platform, one that doesn't require a huge team to fix constant, recurring issues.
In this article, we’ll pull back the curtain on how TicketCo’s support operates. You'll learn about how we’re set up, the technology we use to deliver quick and accurate answers, and the customer-centric mindset that drives our ultimate goal: to provide the best customer journey in the world.
→ Explore how TicketCo and NTF unified ticketing across Norwegian football
Speed, Reliability, and a Focus on You
Our partners consistently tell us what they value most about our support, and a few themes stand out: speed, reliability, and a genuine commitment to solving their problems. We've built our support system around these core principles.
Feedback like "super quick support," "fast and efficient," and "always helpful" is common, but it's the personal touches that truly define our approach. We strive for clear communication and thorough follow-ups, ensuring every query is handled with care.
Here’s what some of our partners have said:
"Quick feedback and always focus on solving my wishes."
"The problem was solved quickly. The speed and reliability are fantastic."
"Personal contact is super. We always get a quick and friendly response."
While we're proud of this feedback, we are always looking for ways to improve. Every piece of feedback, positive or constructive, is a chance to learn and refine our processes. This commitment to listening is what enables us to deliver an experience that truly supports your success.
A Smarter Approach: AI and Human Expertise
So, how do we deliver this level of service? Our support structure is designed for efficiency and accuracy, combining the best of AI with the irreplaceable value of human expertise.
When you reach out for help, your query is first analysed by an intelligent system. This isn't a frustrating, generic chatbot. It's an AI that has been meticulously trained for months by our own support agents. As Mateusz Drachal, our Head of Operations, explains, "It's trained on our knowledge base and by humans. We were rating it for a long time, looking at what it thinks the question is and how it would answer."
This ensures the AI understands the context of your question and can provide a relevant, helpful response instantly. Many common questions from both organisers and ticket buyers are resolved this way, saving you valuable time. For ticket buyers, frequent questions about refunds or lost tickets are handled smoothly. For instance, our self-service "Find My Ticket" feature allows buyers to retrieve their tickets on their own, reducing the support load on your club.
If the AI determines the issue requires a human touch, it's immediately flagged for one of our expert agents. This two-layer system, AI followed by a human expert, is streamlined and effective. There are no endless tiers or transfers. You get to the right person, right away, and the right person is normally located in the same country as yourself. At TicketCo, we offer localised, expert support.
→ Read how TicketCo and Skidata create a seamless matchday flow
Support That Speaks Your Language
We understand the importance of clear communication, especially when you’re under pressure. That’s why we’re committed to providing local support in the markets we serve. If you have a question in Swedish, you’ll get an answer in Swedish, typically from a native speaker on our team. The same goes for the other countries where we operate. And when we establish ourselves in a new market, localised support is among the first building blocks we get in place.
"We see the big value in someone local talking to someone local," says Drachal. "It brings a lot of value and trust."
This local approach is a key part of our strategy. We believe you shouldn't have to navigate language or cultural barriers to get the help you need. It's about making the entire support experience as seamless and comfortable as possible.
→ Learn why unified platforms help clubs unlock stronger fan insights
Beyond Tech Support: Understanding the Emotional Connection
Working in the sports industry isn't like banking. We're not just processing transactions; we're dealing with passion, excitement, and emotion. A fan who can't access their ticket for a cup final isn't just having a technical issue, they're at risk of missing a core memory.
Our team understands this deeply. As Mateusz puts it, "We work with emotions, not banking. Our support needs to be empathetic. It’s different than just saying a transaction didn’t go through in a robotic voice."
This empathetic approach is crucial. We train our team to understand the emotional context behind each support request. We regularly analyse cases to learn from customer responses, and we even personally call back users who weren't satisfied to understand what we could have done better. This continuous feedback loop helps us be more than just a tech provider; we become a true partner who understands the human side of your business.
Our North Star: The Best Customer Journey in the World
Every decision we make at TicketCo is guided by a single, ambitious goal: to create the best customer journey in the world. This isn't just a marketing slogan; it's a strategic objective that shapes our platform, our processes, and our support.
"Whatever we change in support, we need to have a good understanding of how it will make the experience better for the customer," Mateusz emphasises. "We only do it when it's easier for the customer."
This has led to significant improvements in our operational processes. For example, we simplified complex procedures like Know Your Customer (KYC) verification and account changes. Instead of burdening you with paperwork, we’ve made these processes internal, allowing you to express your needs and then get back to your work. We invested the effort to save you a few minutes, because we believe those minutes add up, freeing you to focus on making your operations a success.
Ultimately, our support is a reflection of our partnership philosophy. We're here to empower you with a platform that works seamlessly and a team that has your back, every step of the way.
Ready to discuss unified ticketing?
If your league or club is exploring centralised ticketing, shared data, or more efficient matchday operations, we’re here to to help.
