How we partner together

The vivenu Customer Experience team is your proactive partner driving innovation and success. With insights from thousands of customer interactions, our proven best practices are built on deep industry expertise, innovation, and a people-first approach to change. We help you eliminate guesswork, reach your goals, and move forward with confidence — backed by a team that’s fully committed to your success. Lets learn about everything included in your vivenu success plan.

Named Account Manager

Your primary of contact and advocate, who delivers proactive expertise, personalized recommendations, and engages with technical resources to address your needs at every step of your journey.

Technical Support

Get help from our global Technical Customer Experience team via chat and phone.

Chat with our customer experience team in seconds! Simply click on the black and white icon in the lower right corner of this page. One of our customer experience specialists will be happy to assist you.

Our regular Customer Experience Specialist hours are Monday-Friday, excluding major holidays is:

Central Europe, 09:00 - 03:00 (next day)

GMT, 07:00 - 01:00 (next day)

Eastern US, 3am - 9pm

Central US, 2am - 8pm

Western US, midnight - 6pm

Australia (AET), 17:00 - 11:00 (next day)

Singapore, 15:00 - 09:00 (next day)

Emergency Support

For urgent issues outside regular hours:

1. Email our emergency support address

2. Briefly describe the critical problem you're experiencing

3. An on-call vivenu customer experience specialist will respond promptly

⚠️ Important: Please reserve the emergency contact channels for time-sensitive, critical issues that cannot wait until regular business hours.

Digital Customer Success

Learn at your own pace with our free online learning resources. You can access all these resources from the URLs below, or directly in the flow of work from your vivenu dashboard -- navigate the the lower left hand corner, click on your name, and click on the appropriate link in the menu.

1) The vivenu wiki

https://wiki.vivenu.com is the place to learn about all the features and tools in the vivenu dashboard. Here, you'll find practical tips, step-by-step instructions, and answers to common questions. Use it whenever you need help with the system.

2) Developer resources / API Documentation

https://docs.vivenu.dev is the place for developers, builders, agencies, and organizations looking to create build custom ticketing solutions, integrate with existing systems, or automate workflows. Our documentation on APIs, SDKs, and tools can assist you in creating apps on top of our scalable core platform. Read event informations, create transactions, block and release seats, connect payment gateways and build entire category apps. All in one API

3) Changelog: Your place to stay abreast of the most recent vivenu product innovations

https://dashboard.vivenu.com/changelog is where we communicate our innovations which are rolled out continously. We encourage you to check this area weekly to stay informed about new features.

Onboarding to vivenu

We offer two formats of onboarding guidance:

1) Digital first, assisted by your Account Manager (available on this wiki).

2) Account Managed led, digital assisted

Step-by-step:

How we’ll work together

Navigate the dashboard

Configure your seller settings

Configure your customer’s experience

Set up your first event

Test and validate

Publish and celebrate!

Once you're selling tickets, your Account Manager will establish a joint operating model, inclusive of success planning, success reviews, expert workshops for advance features, product roadmap reviews and more.

Key event management

On-site go-live support is available for an additional fee.

Success Planning

Your Account Manager will work closely with you to track your goals and objectives through a clear, strategic roadmap—designed to help you build an exceptional customer experience, unlock revenue potential, streamline operations, and integrate best-in-class tools

Success Reviews

During Success Reviews, you and your Account Manager will revisit past recommendations and celebrate recent achievements. These reviews promote shared accountability, help realign our mutual goals, and define clear next steps to drive your continued success.

Product Roadmap Briefings

Stay ahead of the competition by reviewing recently released platform innovations, ecosystem and partnership integrations, our near term plans, and long term strategy.

Expert Coaching

Enable your teams with specialized engagements, and personalized individual sessions on any topic of your choice with vivenu experts. Examples of workshops we offer to elevate your business include:

Event Promotion & Marketing Integrations

Seat Map

Fee Scheme

Enhanced Customer Journey

Upsells/Cross Promotions

Multi Event Checkouts

Packages

Season Passes

Bundles

Products

Memberships

Subscriptions

Social media engagement & promotion

Marketing / Tracking

Creating your data strategy

vivenu Labs

Small, invite-only sessions for vivenu customers to get together and discuss industry challenges, learn about new innovations and shared techniques to improve business results.

vivenu Ambassador program

A select community of vivenu's most engaged customers who share their success stories, provide product feedback, and represent the brand.