15,000 season ticket holders pack Providence Park every home game to cheer on the Major League Soccer’s Portland Timbers. Behind the acrobatic moves on the field, is a talented group of six service members that diligently work to make the best fan experience possible during the match and after they leave the stadium.
Chris Wilson, Director of Ticket Services for both the Timbers and Portland Thorns, leads this talented team. “Portland loves its soccer,” says Wilson. “So when it comes to our Timbers Army, it’s important that their voices are heard and our service department is in a position to take in their feedback and make it a part of what we do next.”
Wilson is on the right track. According to a Gartner Group study, 71% of young adults would like text messaging as a customer service option. However, most teams don’t offer fans the chance to text in.
The Timbers saw the potential in texting and ran with it. They adopted Zipwhip, allowing fans to message the stadium in order to purchase tickets, renew memberships, ask questions and comment on the gameday experience. The Timbers also use texting for reaching unresponsive accounts, sending special event reminders, and providing seat service. Texting has truly reduced the amount of legwork required by reps. After the first three months of using Zipwhip, the Timbers service team reduced the number of email activity by 34 percent, and reduced their call volume by 31 percent.
The Timbers are the latest professional sports team to adopt Zipwhip, joining our growing roster of NFL, NBA, NHL, MLS, and NCAA teams!