ROLLER, the ticketing, CRM, and POS specialist, has launched several initiatives to deliver quicker and more adaptable support to its worldwide customers. These include establishing a new Support Center of Excellence in Costa Rica, expanding the customer support team by 50%, and strategically appointing Brad Cooper as vice president of customer experience.
“Customer experience drives everything we do,” says Luke Finn, CEO and co-founder of ROLLER.
“We’re always connecting with our community to understand their challenges and build solutions that truly help them grow. We’re constantly learning from our community, listening to their challenges, celebrating their wins, and building solutions that make a real difference.
“This year, our focus is on scaling that impact, so we can help even more operators not just succeed but thrive.”
A customer-first approach
ROLLER is guided by a customer-first approach, and these new additions highlight the company’s commitment to its community, ensuring operators receive support whenever and wherever they need it.
As a result of these initiatives, operators can expect that at least 95% of all support calls to ROLLER will be answered within 60 seconds by a team member, regardless of the time or location. They will also have the flexibility to engage with ROLLER through their preferred communication channels, now including expanded phone support and a new online chat option.
Additionally, customers can find answers more easily through a revamped knowledge base and support page. The firm has also launched a new hardware lab, where ROLLER agents can perform hands-on troubleshooting.
The new initiatives and appointments are further supported by AI-powered tools that improve remote diagnostics, agent performance, and quality assurance. Moreover, ROLLER has developed new workforce management systems and introduced a Workforce Analyst role, all designed to help the team optimise staffing and enhance customer responsiveness.
“A great product is only as good as the experience that surrounds it,” says Cooper.
“Attractions operators have enough on their plates, and they deserve a technology partner that prioritizes their success. I’m excited to help ROLLER’s efforts in delivering outstanding service, listening to customer feedback, and ensuring every venue gets the most out of our platform.”
ROLLER’s latest publication, The Pulse Report, is a ‘crystal ball for strategy‘, helping operators provide the best experience possible
