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LA Galaxy Leverages Conversational AI to Enhance Fan Engagement and Sales During Pandemic
Technology Category
- Application Infrastructure & Middleware - Database Management & Storage
- Infrastructure as a Service (IaaS) - Cloud Databases
Applicable Industries
- Cities & Municipalities
- Telecommunications
Applicable Functions
- Procurement
- Sales & Marketing
Use Cases
- Smart City Operations
- Time Sensitive Networking
The Challenge
LA Galaxy, one of the most popular American soccer teams, faced significant challenges during the pandemic. The team's Sales and Marketing teams were spending too much time chasing leads and fans, and their phone outreach was inefficient. The team's primary focus was to convert people in the Los Angeles area into season ticket holders, a task made difficult by the competitive nature of the Sports and Entertainment industry and the presence of rival teams. The team was also struggling with incomplete contact information for potential leads, with basic details like phone numbers often missing. This lack of information made it difficult for Account Executives to effectively reach out to prospects at scale. The onset of the pandemic further complicated matters, as the industry's reliance on people gathering together was severely impacted.
About The Customer
LA Galaxy is among the most popular American soccer teams with a dedicated fan base. Despite their popularity, the Sales and Marketing teams have their work cut out for them, especially when it comes to ticket sales. The team's primary focus is on converting people in the Los Angeles area into season ticket holders. This is a challenging task given the competitive nature of the Sports and Entertainment industry and the presence of rival teams just 12 miles away. The team has a global fanbase, but the majority of season ticket holders live in and around the team’s immediate area, making them the primary target for conversion from occasional visitors to regular attendees.
The Solution
To address these challenges, LA Galaxy turned to Conversica AI Assistant for Conversational Sales. Conversica offered an out-of-the-box solution to collect and validate user contact information while also pursuing and qualifying leads at scale. The AI Assistant, named 'Victoria Campos', was able to confirm phone numbers through Conversica campaigns, enabling LA Galaxy to begin a more robust outreach campaign. Victoria also provided a personalized touch when replying to inquiries, creating a favorable impression that helped fans stay engaged. When the pandemic hit, LA Galaxy used Victoria to promote their camps and clinics, offering prospects a way for their children to participate in safe outdoor soccer camps. This new approach performed remarkably well, allowing LA Galaxy to expand their use of Conversica to other revenue-generating programs.
Operational Impact
Quantitative Benefit
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