Customer story · TicketPro
TicketPro scales 10x more events with Chatref
A high-volume event ticketing platform automated 80% of buyer questions, let each agent cover 10x more events, and saved $50k every month.
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TicketPro, an event ticketing platform serving 4.2 million buyers across concerts, sports, and festivals, used Chatref to automate 80% of buyer questions about seating, refunds, delivery, and venue policies across web, SMS, and email. Within 90 days, each support agent covered 10x more concurrent events, first-response time dropped from 14 minutes to under 5 seconds, and the platform saved $50,000 monthly. Chatref paid for itself in 7 weeks and lifted checkout completion by 22%.
$50 free credit · PAYG pricing · no subscription required
At a glance
TicketPro in a nutshell.
10x
Events per agent
80%
Queries automated
22%
Checkout lift
$50k
Monthly savings
- TicketPro sells tickets to 4.2 million buyers across concerts, sports, theater, and festivals with 140 staff in Austin.
- Chatref handles 80% of buyer questions across web chat, SMS, and email without human intervention.
- Each support agent now covers 10x more concurrent events during on-sale windows and show days.
- First-response time dropped from 14 minutes to under 5 seconds, lifting checkout completion by 22%.
- The platform saves $50,000 monthly in support costs and hit full ROI in 7 weeks.
The story
How it played out.
About TicketPro
TicketPro is an Austin-based event ticketing platform that sells to 4.2 million buyers annually across concerts, sports, theater, comedy, and festivals. The company partners with 380 venues and 1,200 promoters and employs 140 people, including a 22-person buyer support team.
- Industry Event Ticketing / Live Entertainment
- Size 140 employees, 4.2M annual buyers
- Location Austin, Texas
- Using Chatref since March 2026
The challenge
On-sale windows were chaos. When a major tour dropped, TicketPro's 22 support agents were flooded with the same questions: where the seats were, how refunds worked, when tickets would be delivered, and what the venue's bag policy was. First-response time stretched to 14 minutes, and buyers abandoned checkouts at 38%.
Show days were worse. The night of a festival, agents fielded hundreds of "I lost my ticket" and "where is the entrance" messages at once, and the team could only cover 3-4 concurrent events before queues collapsed.
VP of Operations Priya Shah needed 24/7 coverage, instant answers to the top 120 buyer questions, and real-time order lookups – without tripling the support team at $2.1M annual cost.
The solution with Chatref
TicketPro evaluated three ticketing-focused support tools before choosing Chatref. A two-week pilot on three mid-size tours handled 42,000 buyer conversations with 94% accuracy. The team uploaded venue maps, seating charts, refund policies, delivery rules, and years of support transcripts so the agent answers only from their own content.
- Event Q&A at scale Instant answers on seating, age policies, bag rules, parking, and re-entry for 380 venues in under 3 seconds.
- Real-time order lookup Secure order status, delivery ETA, and mobile ticket resend via web, SMS, and email without an agent.
- Refund and transfer flows Guided walkthroughs for refunds, resale, and ticket transfer rules that match each event's policy.
- Smart handoff Fraud claims, missing tickets on show night, and complex disputes routed to agents with full conversation context.
- Multi-channel coverage Same agent across web chat, SMS, and email, so buyers get identical answers wherever they reach out.
Results after 90 days
Chatref now handles 80% of buyer conversations without human intervention across web, SMS, and email. First-response time dropped from 14 minutes to under 5 seconds, and checkout completion rose 22% as buyers got instant answers about seating and delivery before abandoning.
Each support agent now covers 10 concurrent events during on-sales instead of 3-4, and show-night coverage scaled to 40+ live events at once without queue collapse. Average handle time on escalated chats dropped from 9 minutes to 3 minutes because the agent handed over full context.
Buyer CSAT rose from 78% to 94%, and the platform saves $50,000 monthly in support costs. ROI came in 7 weeks.
What the team says
Chatref changed what on-sale day looks like. We used to brace for chaos, and now the bot handles the first wave while our agents work the hard cases. Checkout went up, costs went down, and buyers get answers in seconds instead of minutes.
Explore
More customer stories.
What does TicketPro do?
TicketPro, an event ticketing platform serving 4.2 million buyers across concerts, sports, and festivals, used Chatref to automate 80% of buyer questions about seating, refunds, delivery, and venue policies across web, SMS, and email.
What problem did TicketPro solve with Chatref?
Chatref handles 80% of buyer questions across web chat, SMS, and email without human intervention.
What results did TicketPro see?
TicketPro reached 10x events per agent, with 80% queries automated. First-response time dropped from 14 minutes to under 5 seconds, lifting checkout completion by 22%.
How long did it take TicketPro to go live?
TicketPro launched quickly and started seeing results within the first weeks. Chatref trains on your existing content, so most teams go live in days, not months.
How much does Chatref cost?
Chatref is pay-as-you-go. You start with $50 of free credit, then pay only for what you use. There is no subscription, no per-seat fee, and every feature is included.
Can I get results like TicketPro?
Yes. Train a chatbot on your own docs, FAQs, and past tickets, deploy it on your website and other channels, and let it answer the routine questions. Start free with $50 of credit.
Ready to run your own TicketPro story?
Build a Chatref agent on your own event and venue content in 5 minutes. $50 free credit, all features included, no subscription.
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