Delivering great technology is only part of the experience. The other part, and often the most important, happens when our clients need help, guidance or reassurance that a real person is there to support them. That’s why we’re proud to share that accesso® ShoWare has been recognized by Capterra with a Best Customer Support award, based on verified customer reviews.
This recognition reflects something our teams focus on every day: pairing powerful, modern technology with responsive, human-led support that understands the realities of running complex venues.
What the Capterra Award Represents
Capterra’s Best Customer Support award is based entirely on customer feedback. With an overall 4.6 out of 5 rating on Capterra, reviews highlight how quickly issues are resolved, how knowledgeable support teams are, and how supported customers feel throughout their relationship with a vendor.
For accesso, this award is meaningful because it comes from the operators, venues and teams who rely on our solutions every day. Their feedback and trust prove that lasting partnerships are built not just on software, but on service.
Why This Matters in Ticketing and Venue Management
Ticketing is mission critical. When systems go down, events don’t pause. When policies change, audiences notice. When something breaks, it’s public – and fast.
In this environment:
- Speed without understanding isn’t helpful
- Automation without accountability isn’t reassuring
- AI without human backup isn’t enough
That’s why we’ve invested in building support teams that know the industry, the pressures, and that’s not a stranger at the end of an 800 line. Your CSM knows you, knows your business, has interacted and trained your staff, and can step in with personal and professional experience to help – and why our customers continue to recognize that difference.
Using AI Thoughtfully – Without Losing the Human Element
AI has a role in customer service. Used well, it can improve efficiency, support self-service, and help teams respond faster to straightforward requests.
At accesso, we embrace those benefits. But we’re also intentional about where automation stops.
When venue teams are navigating on-sale surges, last-minute changes, weather disruptions or complex access and pricing scenarios, they don’t just need answers – they need context, judgment and experience. Those moments require human partnership.
Our approach isn’t about choosing between AI and people. It’s about using technology to empower our teams, so when customers need help, they’re supported by someone who understands the full picture.
Support Built Around Real Relationships
accesso’s customer support is built on real relationships, and real industry experience. Our support teams aren’t learning venue operations from a script. Many come from the same industries we serve, with firsthand backgrounds in live entertainment and cultural venues.
They understand what it means when a system issue hits minutes before doors open, when an on-sale spikes beyond expectations, or when a last-minute change has ripple effects across staff, artists and guests. That lived experience shapes how we support our customers while offering practical solutions.
When clients reach out they connect with ticketing experts who understand what’s at stake and are focused on helping in the moment. Technology supports the process, but people lead the conversation.
“The software platform is relatively simplistic to use and easy to navigate, while the customer service remains top notch, with support being readily available.” Edward M. [Source: Capterra]
Proof Is in the Feedback
Being named a Capterra Shortlist honoree and receiving the Best Customer Support award reinforces what we hear from clients every day:
ShoWare doesn’t just deliver powerful ticketing technology.
We show up before, during, and after the curtain goes up.
We work to hire the right people to ensure our support is world-class. We know great customer support doesn’t happen by accident. At the end of the day it’s the long-term partnerships with our ShoWare customers that matter most.
Looking for an award-winning ticketing partner you can count on for support? We’d love to show you how our ticketing platform can support your team.
