Why good customer support should never be underestimated, with Bacup Borough FC

by | Aug 2, 2021

Instant customer support for organisations new to live streaming helps deliver a seamless production to paying customers.

The novelty of watching sport via pay-per-view live streaming has passed. With many clubs preparing for the 2021-22 season, supporters now expect value for money when investing in their team’s live stream service.

It’s why working with a trusted, secure and proven live streaming provider is more important than ever. North West Counties Division One North side Bacup Borough partnered with TicketCo Media Services through the COVID-19 pandemic to broadcast home and away fixtures.

Support and guidance received via TicketCo means the club will continue to broadcast matches to fresh, global audiences this season. Here, Steven Brown – Bacup Borough media officer – explains more.

Complete assurance

The key to success for any live stream or video on-demand production is effective planning and preparation.
Bacup Borough FC used TicketCo’s integrated ticketing platform to market their live stream with impact. But they did so with the support of our friendly customer support team when required.

“On the rare occasion we had a problem, I would receive an immediate response from TicketCo which is exactly what every club exploring live streaming needs,” said Steve. “That sense of someone being there to help is very powerful.

“We’ve struggled to find that kind of customer service with providers we have used in the past. Our initial contact with TicketCo made the club and myself feel very assured.

“We were treated with great respect and that is why we are thrilled to be working with them this season.”

Smooth setup

Partnering with TicketCo means sports teams can sell tickets to physical and digital customers under one integrated platform.

Before clubs can begin to test their stream, they must first sign-up. Steve explains this was a simple and self-explanatory process.

“Setting up a TicketCo account is very easy,” added Steve. “We registered our details and found the entire process from sign-up to streaming very self-explanatory.

“Personally, I’m self-taught concerning live streaming and there has been plenty of trial and error down the years.

“To provide customers with an excellent streaming experience, I would estimate clubs need to invest roughly £1,200. That will pay for a quality camera, a good laptop with a good central processing unit (CPU) to use OBS Studio.

“Successfully using OBS Studio means you can include your own graphics and include partners and sponsors on your stream which develops additional revenue.”

READ MORE: Optimising with OBS Studio.

Fans’ response

Last season’s North West Counties Division One North season was declared null and void by officials due to the ongoing impact of the COVID-19 pandemic.

But by streaming fixtures which did take place, Bacup Borough were able to make hundreds of pounds they otherwise would not have raised. And fans’ response to the additional service was very positive.

Steve added: “We still managed to stream games last season despite restrictions, and the supporters loved it.

“We charged £5 for a streaming ticket which we believe is good value for money. Our positives responses can be put down to good preparation, which is absolutely everything.

“If you want supporters to buy into your streaming model, test, test and test some more.”


The Borough begin their 2021-22 campaign this weekend, July 31, at home to Cleator Moor Celtic Football Club.
Despite last season’s rave reviews, Steve believes all football clubs should continue to consider how their digital broadcasts can be improved. It’s why Bacup Borough has invested in a 100-metre ethernet cable to provide viewers at home with the smoothest streaming experience possible.

“If you can establish a 4000-bit rate at 1080p you will provide your customers with a good quality stream,” said Steve. “But I urge anyone exploring live streaming to invest.

“We’ve invested in a 100-metre ethernet cable which runs from the router into our laptop which is connected to the camera. Small investments like this make a big difference.”

READ MORE: Bees Ice Hockey Club invests for success at new rink

TicketCo partnership

So, how did Steve and Bacup Borough learn about TicketCo? And what would their recommendations and tips be to clubs interested in exploring digital ticketing and live streaming?

“I was at Pilkington FC who use TicketCo purely as a ticketing service on matchdays,” explained Steve. “Quickly, I realise there were more strings to TicketCo’s bow than simply ticketing.

“TicketCo work very effectively and efficiently, their side of the deal is excellent. They put up a paywall to ensure you can obtain extra revenue for your services.

“But as the team, it is your responsibility to know how to work the camera, how to operate OBS Studio and ensure you have the right bit rate and upload speeds to make your stream a success.”

To help event organisers provide customers with the best possible streaming experience, TicketCo Media Services has developed a welcome pack which outlines the ’10 Steps to Streaming Success’.

The Welcome Pack is free to access and guides users through the TicketCo platform, ticket types, branding, connecting broadcasts, hardware and software considerations and much more.

Readers can access the Welcome Pack by clicking here.

Written by Shaun Reynolds

Communications advisor and expert storyteller with Fortitude Communications. A former news reporter and sports editor of five years across several UK regional titles. Experienced in photography and social media management with a passion for the outdoors.

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