Anyone who has run a festival, tour or venue knows how fan questions behave. They arrive all year round, build as the event gets closer, and peak in the final week and on the day, when your team is busiest. Many arrive late at night on Instagram, and many are the same twenty questions asked thousands of times.
FanAssist is our Digital Assistant for festivals, live events and venues. It’s built for exactly that pattern.
Answer every fan, on every channel
Fans don’t pick one channel, so FanAssist answers on your website, Instagram, Facebook, WhatsApp, email and your phone line. One set of approved knowledge sits behind all of them, so the answer about bag sizes on Instagram matches the answer on the phone.
It answers instantly and around the clock. A question at 11pm about the last shuttle gets the same quality of answer as one at 11am.
Scale with demand
Demand isn’t flat. A quiet winter becomes a busy spring and a very busy event week. FanAssist answers every message whatever the volume, so your team isn’t triaging an inbox while the gates open.
Reassure first
Some questions are routine and some really matter to the person asking: access requirements, medical equipment, allergies, travelling with children. FanAssist is set up to reassure first, giving the fan the information they need warmly and clearly. Where your team needs to act, it raises the right ticket for the right team with a written summary.
When plans change, update once
Gate times move, a road closes, the weather turns. When something changes, you update the answer once and every channel uses it from that moment. Where you choose, FanAssist can include an important notice in its replies, so fans hear about it when they ask.
Put the Assistant in every pocket
On the day, a QR code on signs, entrances or table cards opens FanAssist on a fan’s own phone. There’s no app to download. Fans scan, ask and get on with enjoying the event.
People when it matters
FanAssist knows when to step aside. Safety concerns and urgent situations are pointed to your stewards and welfare teams straight away and flagged to your team as urgent. Your people stay in charge of anything that needs them.
Know what to fix for next year
After the event, Cortex shows you what fans asked, how they felt, where answers fell short and what to add for next time, in a report you can share with the wider team.
Fully managed
We build, run and maintain FanAssist for you. You approve the knowledge, set the rules and decide what it may do.
Live events don’t keep office hours. Neither do we. Talk to us about your next event.