How I helped cut StubHub’s customer support bill by more than a third.
Ebay’s ticket resale arm StubHub hired Reedsmore to produce a series of tutorial videos addressing the most common difficulties faced by customers calling for support.
StubHub had identified that a significant amount of customer service calls saw their team repeatedly addressing the same problems. When trying to accomplish particular tasks on the website, customers would frequently find themselves facing difficulties at the same points. When faced with these difficulties, they would either contact customer services for assistance, or just give up altogether.
While some design tweaks were required to smooth out the user experience, StubHub needed a more immediate way of alleviating customer frustration and of reducing the time and expense of their customer services team repeatedly resolving the same problems.
What We Did
Working closely with StubHub’s internal customer service and design teams, we scripted, animated and voiced a series of tutorial videos addressing these common pain points. These videos utilised and built upon StubHub’s existing design assets to seamlessly integrate with StubHub’s global brand.
The videos consisted of a combination of animated sequences and screen captures of the click sequences on StubHub’s website.
Reedsmore’s tutorial videos for StubHub were a tremendous success. Within twelve weeks of the first few videos going online, calls to StubHub’s customer services team fell by 34%. That overall reduction came against a background of increased traffic, sales and listings in the same period. With no other significant changes being made at the time, the reduction in customer service contact was clearly and directly attributable to the success of the tutorial videos we created.
Following the success of the first batch of tutorial videos, StubHub hired Reedsmore to create several more tutorial videos. Some of the newer videos introduced new services, and others saw us update existing videos to match the website styling which would change as the site developed. A small selection of the videos created at various times can be viewed below.