I know we are a bit behind the times in this but we are finally thinking about doing away with Print at Home tickets in favor of mobile tickets; at this time we use Appscension. So most orders have the option between Hold at Box Office, Mail, Mobile app, or PAH. I don't think our leadership is quite ready to go to Mobile only like a lot of organizations have started adopting, but we're trying to convince them to at least get rid of PAH. The concern is that right now about 40% of our orders are done PAH, most being single ticket purchases. Subscribers overwhelmingly choose mail most of the time. If any organization out there did phase our PAH tickets, but still offers mail, pick up, and mobile, did you see this decision shift delivery more to mobile or did you see an uptick in mail orders?
Or any organizations that have gone mobile only, did you see any push-back from patrons? Our subscriber/donor base is on the older side, and there are concerns about upsetting them. We did have 2 Broadway shows in the fall that required mobile only, and vocal customer complaints were minimal, those people were offered ticket pick up instead. But hearing about other's experiences might help convince us make a more informed decision.
This is something we're working through as well and navigating how to assist more patron's with Mobile Entry. One of the things we're in the midst of developing is troubleshooting guides our representatives can send to customers easily, using pre programmed emails in our Customer Engagement software. We're modifying them now but they have some step by step instructions, a video, and some basic troubleshooting links based on the patterns we see with customers calls and emails. It's still a work in progress so I'm interested in what others are doing.
For those shows that required Mobile only tickets, we definitely had to publish user friendly directions to simplify things for customers and staff. So, moving in that direction we'll have to consider providing updated and easy to find directions for all our customers.