Case study · content, service & operations
Build trust.
Then watch it work.
Mevalim is an Israeli website that sells tickets to live shows. When people hand an unfamiliar site their credit card details, hope is not a strategy. Trust has to be designed.
The starting point
A good product.
Not enough trust.
The challenge was not only to answer customers. It was to turn every answer, cancellation and tense moment into evidence that there was a capable human behind the screen.
What the numbers do not say
Behind every review
is a person.
Sometimes a person who booked the wrong city, deleted the ticket, needed to cancel for personal reasons, discovered the show was cancelled, or simply wanted an answer that did not sound like a policy being read aloud. The service was fast, available, generous and warm. It was not a layer of politeness on top of the product. It was part of the product.