Over the past year, we’ve all been there: you’ve discovered a critical issue and you need help now. You reach out to support and instead of connecting with someone who can actually solve your problem, you’re greeted by a chatbot.
“I understand you’re having an issue. Let me help you with that.” 🙄
Except it doesn’t help. It offers generic knowledge base articles. It misunderstands your question. It loops you through the same unhelpful suggestions. Meanwhile, the clock is ticking, your stress is mounting, and your problem remains unsolved. 🤯
The Real Cost of Automated Support
When you can’t get real support for your ticketing CRM, here’s what’s actually at stake:
- Lost ticketing and contributed revenue
- Damaged patron relationships
- Missed opportunities because you can’t leverage key features
- Staff burnout from wrestling with technology
- Strategic paralysis when you need expert guidance
These aren’t minor inconveniences. They’re threats to your organization’s success. ⚠️
AI Has Its Place (Just Not in Support)
Let’s be clear: AI isn’t bad. We’re huge believers in AI technology. At UpStage, we leverage AI to enhance your CRM experience through predictive analytics and automated workflows. AI is transforming how organizations operate.
But support? That’s not where AI belongs.
Your Ticketing CRM support is too important to entrust to artificial intelligence that can’t understand your unique context or solve complex problems. When you work with the same dedicated account manager over time, they learn your organization, remember previous conversations, and proactively suggest solutions. This institutional knowledge is irreplaceable. 🥇
Questions to Ask Every CRM Provider
As more providers shift toward AI support to cut costs, ask these questions:
- Who will I actually talk to when I need help; is it ticket based, or do I get a dedicated account manager?
- What’s your average response time?
- Does your support team know the performing arts sector?
- Do you provide proactive support or only react to problems?
- Do you limit the number of support queries clients can ask?
- What happens during critical support requests?
The UpStage Difference
Every UpStage client gets a dedicated account manager who:
- Knows your organization and understands your specific goals
- Provides same-day responses
- Offers personalized support content tailored to your needs
- Delivers strategic guidance to maximize your CRM investment
- Stays with you long-term, building institutional knowledge
Sure, it would be cheaper to route everyone through a chatbot. But we’ve seen the frustration and lost opportunities that creates and you might as well let your money fly out the window. 💸
