ROLLER Expands Global Support to Enhance Customer Experience with New Initiatives

ROLLER Reinforces Global Customer Support Strategy

In an age where customer experience is paramount, ROLLER, a leading venue management platform for the leisure and attractions sector, has announced strategic initiatives designed to boost client support on a global scale. With a focus on enhancing accessibility and responsiveness, ROLLER is taking significant steps to ensure every operator receives unparalleled assistance, no matter where they are located.

Strengthening the Support Workforce

Effective from mid-July 2025, ROLLER is expanding its customer support resources by 50%. This increase aims to ensure that operators can access help whenever they need it. The company is also implementing a new Support Center of Excellence based in Costa Rica, a location chosen for its skilled workforce and advantageous time zone.

CEO Luke Finn emphasized the company's dedication to client satisfaction, stating, "Customer experience drives everything we do. We are always connecting with our community to understand their challenges and build solutions that help them grow. We’re learning from our customers, celebrating their wins, and developing solutions that truly make a difference."

Swift Support Response Times

One of the standout features of ROLLER's updated approach is the commitment to answering at least 95% of support calls within 60 seconds. This remarkable promise applies 24/7, ensuring global operators can reach a knowledgeable team member at any time, fostering a sense of reliability that many in the service industry seek.

Multiple Engagement Channels

To further enhance interaction, ROLLER is adding expanded phone support and launching an online chat channel, meaning operators can engage with the company's support staff across various preferred mediums. The revamped knowledge base and customer support page located at roller.software are also set to provide quick answers to common questions, reducing downtime when issues arise.

Innovative Troubleshooting Solutions

In addition to basic support enhancements, ROLLER is rolling out a newly established hardware lab. This facility allows support agents to undertake hands-on troubleshooting, ensuring that technical issues can be resolved more swiftly and efficiently.

The Role of AI in Customer Support

Alongside these developments, ROLLER is leveraging AI-powered tools to improve remote diagnostics and optimize agent performance. The implementation of these technologies, combined with new workforce management systems and the creation of a Workforce Analyst position, demonstrates ROLLER’s commitment to efficiently managing its staffing and enhancing responsiveness to customer needs.

Focus on Client Success

Brad Cooper, who has been appointed as the Vice President of Customer Experience, articulated ROLLER’s mission: "Attractions operators already have a lot on their plates. They deserve a technology partner that prioritizes their success. I am eager to support ROLLER's efforts in delivering stellar service, responding to customer feedback, and ensuring that every venue maximizes the potential of our platform."

This strategic emphasis on customer service positions ROLLER as not just a vendor, but as a vital partner in the success of its clients.

About ROLLER

Specializing in all-in-one venue management, ROLLER’s cloud-based platform simplifies various business processes ranging from ticketing and payments to guest surveys and more. To find out how ROLLER can transform your venue management experience, visit roller.software.

With these critical enhancements, ROLLER is poised to empower operators worldwide, ensuring they thrive in an ever-evolving industry landscape.