About PoolTicket
PoolTicket, Iran's first and largest online platform for booking and buying tickets for pools, water parks, swim classes, and sports facilities, has been operating since 2015 (1394).
The platform gives users access to leisure and sports facilities across various cities in the country. Given the breadth of its services and audience, it deals daily with a diverse range of customers — from users of different ages and needs to customers using PoolTicket's services from different geographic locations.
In a business like this, support is less about consultative conversations and more tightly tied to the purchase process, sales support, and quickly resolving users' issues.
Mehdi Sowzanchi, PoolTicket's Support Manager, believes that for this kind of model, having a single communication channel isn't enough. A business needs to be able to use different channels depending on customer needs and behavior.
The Challenge: When One Channel Isn't Enough for Every Customer
For PoolTicket, two things matter a great deal: evaluating team performance and speeding up support processes.
Customers typically reach out to the support team about things like how to buy, asking for details about pools and water parks, or canceling or rescheduling a ticket. The key point, though, is that not all of these requests can be handled the same way.
Drawing on his own experience at a previous company, Mehdi Sowzanchi explains that PoolTicket had already been working with Raychat as its online chat support tool. In his view, for businesses with a similar operating model, phone support — while an essential channel — isn't enough on its own.
The reason lies in the diversity of the audience and how differently they behave. When customers of different ages and from different locations interact with the same business, it's only natural that they'd prefer different ways of getting support.
On top of that, protecting customer privacy matters a great deal to PoolTicket. They prefer that work-related and support communication happen through official channels, without customers having to rely on an agent's personal phone number or personal social media accounts to get service.
Online Chat: More Than Just a Text Conversation
For PoolTicket, one key advantage of online chat is that some requests simply can't be handled well over the phone.
During the purchase and ticket-support process, a customer sometimes needs to send an image, a screenshot, a file, or even a picture of their ticket to an agent.
Situations like these show that online chat isn't just a substitute for the phone — it gives the customer and the agent capabilities that a voice call doesn't offer.
But from PoolTicket's perspective, it goes beyond technical capabilities. Customer behavior isn't the same across different channels.
The type of request, how the issue is phrased, and even a customer's expectations on a phone call can differ from how a conversation unfolds in online chat. So the support team needs to factor these differences in customer behavior and needs into how it designs its support process.
24/7 Support: Something Online Chat Made Possible
Another important need for PoolTicket is offering round-the-clock support.
From PoolTicket's perspective, achieving this kind of support model without online channels would be extremely difficult in practice.
Online chat has let the team avoid limiting customer communication to hours when phone calls are necessarily staffed, and to manage 24/7 response within an online process instead.
Alongside this, a significant share of customer questions are also repetitive and routine — questions that don't necessarily require an agent's involvement. This is where AI can take on part of the response load.
From Online Chat to Smart Support
One topic that came up for the PoolTicket team in this conversation was making deeper, more correct use of Raychat's AI capabilities.
During the discussion, a short walkthrough of Raychat's AI features took place, covering topics like using custom prompts, sitemaps, and prompt files to improve the chatbot's response quality.
It was agreed that, if needed, Raychat's support team would hold a full training webinar for the PoolTicket team so members could use the AI features with more confidence.
This matters a great deal to PoolTicket, since the goal isn't simply using a chatbot — it's using AI correctly to answer repetitive customer questions better, faster, and more accurately.
When Evaluating Conversation Quality Matters Too
Another need raised in this conversation was evaluating the quality of agents' conversations.
For a team responsible for customer support, simply knowing the number of conversations or response speed isn't enough — the quality of agents' interactions with customers matters too.
PoolTicket was looking for a solution that could better review and analyze conversations handled by its agents, giving it a more precise view of the team's performance quality.
This is where Copilot (Raychat's AI assistant) became one of the solutions the team focused on. The PoolTicket team was onboarded onto this feature so agents could use its capabilities to better analyze and evaluate conversations.
In this way, Raychat is no longer just a place for PoolTicket to respond to customers — it can also become a tool for better understanding the support team's performance and improving conversation quality.
The Next Step: Better Management of Conversation Volume
As the number of customer requests grows, managing the conversation queue and distributing it properly among agents becomes increasingly important.
One of the needs PoolTicket raised was an online waiting queue, followed by automatic distribution of conversations among agents.
In the discussion with the Raychat team, the waiting-queue topic was reviewed, and it was noted that this feature is currently being implemented; after that, developing automatic conversation distribution will also be considered.
For PoolTicket, features like these can help manage request volume better and make more effective use of the support team's capacity.
The Future of Support: One Inbox for Every Channel
Another important need for PoolTicket is making customer communication omnichannel, especially through Bale and Telegram.
Given the diversity of its audience, the company needs customers to be able to reach it through whichever channel suits them, while the support team can still manage all of that communication from a single environment.
For this reason, the conversation also raised the need to manage different communication channels through a single unified inbox.
Raychat's omnichannel vision finds its meaning exactly at this point: the channel can differ for the customer, while the experience of managing conversations stays unified for the support team.
Raychat, in PoolTicket's Own Words
For PoolTicket, Raychat has grown beyond being a simple online chat tool.
On one hand, online chat enables faster, more varied communication with customers; on the other, capabilities like AI and Copilot have created opportunities for automation, analysis, and improving support processes.
Alongside this, the needs PoolTicket has raised — a waiting queue, automatic conversation distribution, and omnichannel support — show that the future path of this company's support is a move from a purely reactive system toward an integrated, intelligent, data-driven one.
For a business with a diverse customer base, where a significant share of interactions relate directly to purchases and after-sales service, this shift can play an important role in the speed, quality, and scalability of support.
For a business like PoolTicket, the phone is an essential channel, but covering every customer and their different needs requires having a variety of support channels.
