The Gold Coast hosted the XXI Commonwealth Games from 4-18 April 2018.. During this period there was a huge increase in visitors to the area for both the games and the concurrent arts festival program. Quiip was tasked with providing after-hours support for Destination Gold Coast, providing visitors to the area with advice and recommendations, and triaging any enquiries for other stakeholders.

Challenges

As a major international event with multiple stakeholders – council, concurrent arts festival, transport, and Commonwealth Games organisers – clear communication and an active triage system were needed to answer user enquiries quickly and accurately.

Solutions

The Quiip team worked in shifts, making use of a worldwide distributed team to manage late night hours. The various stakeholders made use of Spredfast for monitoring, listening, responding, and triaging of comments. During each shift, Quiip CMs prioritised responding to direct enquiries, then focused on opportunities for proactive engagement. This included suggestions for further activities, encouraging user-generated content, and general banter.

Results

  • Over the Commonwealth Games period, the Quiip team managed over 6,200 comments.
  • The average enquiry response time was 42 minutes.