Sports Events 365 scales multilingual customer support with AskHandle
Customers across markets and languages can find a match, concert, or event and buy the ticket from one support experience. A teammate steps in as soon as a question needs personal help.
Sports Events 365 is an international ticketing company helping customers access sports, concerts, and other live events around the world. With a strong presence across Europe, the Middle East, and Asia, and a growing presence in the United States, the company operates multiple websites serving different languages, markets, and customer teams.
Today, AskHandle is live across 11 Sports Events 365 language websites, providing a centralized way to support customers across these different markets.
The challenge
As the business expanded, Sports Events 365 needed a customer support solution that could scale with it.
The challenge was not simply answering frequently asked questions. Customers needed help finding tickets for specific matches, teams, concerts, events, and destinations, while the underlying event information could change daily or even more frequently. At the same time, customers with post-purchase questions needed immediate access to the right human support team.
Sports Events 365 serves customers across multiple websites, with each language operating as its own site and, in some cases, being managed by a different team. A single static support experience was not enough.
Before purchasing, customers might ask:
- Where can I find tickets for a specific team, match, concert, or event?
- What events are available in a particular city?
- Are tickets available for a certain date?
- How does the purchasing process work?
- What should I expect after placing an order?
The answers often depend on live information. Schedules, events, availability, and ticket pages are constantly changing. Maintaining this information manually would require significant work while still risking outdated answers. Sports Events 365 also needed a clear distinction between pre-sales support, which could largely be automated, and post-sales support, where an existing customer may need assistance from a person.
One support experience, powered by AskHandle
Using AskHandle, Sports Events 365 created AI agents for its different websites and markets while managing them through one platform.
For pre-sales conversations, the AI understands what the customer is looking for and uses current Sports Events 365 information to help find the relevant match, team, concert, event, or destination.
AskHandle's live search capabilities allow the agent to work with information that is continuously changing instead of relying only on static knowledge. Customers can quickly find what they need and be guided directly to the relevant place to purchase tickets.
For post-sales inquiries, the experience changes automatically. AskHandle identifies that the customer needs order-related assistance and routes the conversation to the appropriate Sports Events 365 support team. A team member can then take over the conversation directly inside the AskHandle portal and assist the customer in real time. The result is one continuous customer experience, from discovering the right event to receiving human assistance after purchase.
Built visually, without complex development
The Sports Events 365 experience combines several AskHandle capabilities:
- Web Messenger
- Router
- Question
- AI Answer
- Live Search
- Human Handoff
- Notifications
- Live Chat
These capabilities were connected through AskHandle's visual builder to create the complete customer journey. The entire experience is configured visually in AskHandle, allowing Sports Events 365 to manage sophisticated routing, AI behavior, live information, and human escalation without building a custom support application. The Router determines where each conversation should go. Question node collects information when more context is needed. AI Answer handles the inquiries that can be resolved automatically. Live Search capability keeps event answers current. Human Handoff transfers conversations that require personal assistance directly to the Sports Events 365 team. This gives Sports Events 365 a support system that can adapt across different websites, languages, and teams without requiring each market to build its own technology stack.
Supporting a global ticketing experience
With AskHandle now supporting 11 separate language websites, Sports Events 365 can manage customer support across markets from one platform while maintaining a localized experience for each audience.
Sports Events 365 has built its business around making access to major sports and live events easier for customers around the world. AskHandle helps extend that experience into customer support.
Customers can get answers quickly, discover the right tickets more easily, and reach a real person when their situation requires one. Sports Events 365 teams, meanwhile, can focus their time on the conversations where human expertise provides the most value.
“Our customers come from different countries, speak different languages, and are often looking for very specific events. AskHandle gives us a scalable way to support them across our websites while still allowing our teams to step in immediately when a customer needs personal assistance.”