At approximately 10:08 AM on Thursday, September 29, a day beginning like any other, the Pixies sprung a surprise on Southern California. “A Special Show, Just For You”, read the email subject line – and with that, tickets were suddenly on sale for a secret, fans-only Pixies show at the Music Box in Los Angeles on Saturday, November 19. And just as suddenly as they were announced, tickets were gone, selling out in about an hour.
It goes without saying that we at Topspin live for these moments. There’s really nothing like helping one of our favorite bands pull off an incredible, fans-only ticketing campaign. The atmosphere around Topspin HQ the morning of the ticket on-sale was akin to mission control prior to a rocket launch. Everyone was extra excited, alert, and caffeinated, and not just because we were selling Pixies tickets – actually, it was because we were about to launch a brand new support feature we had been working on leading up to the launch: live chat support.
If you were among the thousands of frenzied Pixies fans who rushed to the exclusive ticket sales page that morning, you probably noticed the little “Need Help?” pop-up at the bottom of your web browser. Well, that was us. Or, more specifically, that was our crack team of Fan Support specialists, primed and ready for action at the click of a mouse. While ticket sales went smoothly in general, a few fans did need a little help with their credit cards, and luckily, our Fan Support team was standing by to save the day. Our Support pros were able to quickly diagnose the fans’ issues and knock them out just in time, enabling a few otherwise woebegone Pixies fans to snag tickets before the show sold out.
Essentially, live chat support is awesome. We can’t wait to roll it out for more campaigns in the future. It’s just another way we’re striving to make the entire Direct-to-Fan experience better for artists and fans alike.
