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.
Hey Jesse,
At our org, we are hopefully looking to transition away from Print-at-home PDF tickets and start using "Mobile Tickets" instead. Is that what you are thinking here or is the idea to try to move people to the Appscension app to get their ticket?
We also use Instant Encore/Appscension to allow for a Mobile App delivery for tickets, but our usage is fairly low.
We also too have a audience demographic that skews older, but I would push back on the idea that older folks are not able to adopt new technology. We will always offer will-call or mail tickets to those who request it for that purpose. But you may be surprised how many tech savvy seniors are out there looking to prove they can hang with the young kids too! I agree with Jennifer that it does come down to communication and training and good customer service, which I am sure you and your team can provide!
I think the industry trend is to adopt digital delivery and we have a unique opportunity to guide our older demographic to using this technology in a much more customer service focused way than say MLB, NBA, and even cities with digital parking meters can.