How Mississippi State Gives Fans a Convenient, Immersive Digital Experience
Mississippi State Athletics used Satisfi Labs’ AI-powered conversational experience platform to enhance their fan engagement strategy and drive revenue. By implementing Satisfi’s AI Chat and Bridge Live Chat, they provided round-the-clock support that significantly improved customer experience and led to a substantial increase in ticket sales. This digital transformation not only saved staff time but also turned routine questions into revenue opportunities.
Mississippi State Athletics wanted to maximize value for their fans before, during, and after their sports events. They needed to cater to both older fans who might need assistance and tech-savvy fans who prefer chatting online. With their most popular sports being baseball, football, and basketball, engaging each unique fan was crucial. They required an easy yet effective method to gather valuable data to better understand their fans’ needs and make informed decisions that enhance fan interactions.
Mississippi State Athletics implemented Satisfi Labs’ AI Chat and Bridge Live Chat to provide comprehensive support for their fans. The AI Chat handled most interactions, providing immediate answers and personalized assistance, while they chose to drive high-value revenue conversations to their ticket sales team through live chat. Satisfi’s Analytics Dashboard offered insights into fan behavior and preferences, allowing MS State’s athletics team to make data-driven decisions using unique zero-party data that couldn’t be captured anywhere else. Integrating Satisfi’s platform into their operations also helped to reduce decision fatigue for MS State’s fans by simplifying the purchasing process, leading to a more positive overall experience.
The inclusion of Satisfi Labs’ AI-powered platform led to impressive revenue outcomes for MS State’s athletics department over a year’s time. With 24/7 availability, they discovered that 56.8% of chats were handled after regular business hours, allowing them to capture sales opportunities around the clock. A notable 60% of ticketing questions were handled after hours, highlighting the system’s capacity to drive sales beyond standard operating hours. Furthermore, 4 out of the top 5 user conversation topics were revenue-based, including requests to purchase single-game tickets, parking, and season tickets.
MS State’s team also learned that 33% of questions about buying tickets began with non-revenue inquiries, demonstrating the AI’s effectiveness in converting general questions into revenue by continuing the conversation and promoting revenue topics. Additionally, the platform naturally guided fans towards larger purchases, as 44% of inquiries started with questions about single-game tickets, with season ticket responses having a 33% click-through rate (CTR) to the direct purchase site.
of ticket questions were handled after hours
CTR to a direct purchase site from season ticket responses
of Season Tickets Questions began with questions surrounding single-game tickets
“Our AI chat solution has exceeded our expectations—not only has it handled customer inquiries with precision, but it’s also unlocked unexpected revenue opportunities and provided us with invaluable data insights that we never anticipated. It’s a game-changer for our business strategy”
Ashley Williams
Director of Ticket Sales & Service
