Why is it important to build a service customers love?
With direct-to-consumer (D2C) streaming services, broadcasters have to closely track and improve all stages of the user journey. One of the most under appreciated yet most important links in this chain is customer care since as directly affects user satisfaction and retention with your service. Having to worry about audience - or consumer-focus is something new for many media companies, but this is an urgent task if you want to succeed in the D2C world. After all, acquiring a new subscriber is 5 to 25 times more expensive than retaining an existing one [according to research by Fred Reichheld, the inventor of the Net Promoter Score].
It makes sense: you don’t have to spend time and resources going out and finding a new customer — you just have to keep the one you have happy. Keeping subscribers happy and knowing how to keep them loyal is key to the long-term success of OTT initiatives. Thats where Cleeng comes in!
Over the last seven years Cleeng have been at the forefront of innovating Customer Support within the OTT industry, hand picking a specialised team to assist more than 600 broadcasters globally. Cleeng's Customer Support team operates 24/7 and scales with your business ensuring that whether your customers are experiencing streaming issues, inquiring about a specific app or simply want to know when the next season of their favourite show will be coming out, they are covered. Through the use of smart integrated modules Cleeng HI-5 provides you with access to over 180 FAQ's and videos, embeddable self care assets, real time customer analytics, impressive service level agreements as well as email and chat support channels in multiple languages. Over the years Cleeng have been working closely with major broadcasters such as; Sinclair Broadcasting Group, CBC, Foxtel, Golden Boy Promotions, Monster Energy Supercross and many others to handle their growing subscriber levels effectively and efficiently. So let Cleeng handle your customer support!
- Globally Staffed OTT Specialist - Our team specialises in authentication, commerce and video security. Your customers will have one point of contact for all inquiries.
- 24/7 support - The Hi-5 team work out of our Sydney, Manila and Mexico City offices. Using ground breaking AI linguistic tools, we can now support viewers in 28 languages.
- Pre-built FAQ Help Centre - With more than 180 FAQ's we provide videos and tutorials to ensure your customers can find their answers they are looking for.
- Integrated Support Work Flow - Embeddable contact forms, industry SLA's, customisable refund policies, detailed financial and usage report.
- Efficient Refund and Chargeback Management - The Hi-5 team efficiently manages refund requests inline with your refund policy. We also work directly with payment provides to minimise chargebacks.
- Real-Time Customer Analytics - Inside your dashboard you can find a 360º view of your customer analytics including transaction history, contact reasons, refund requests and chargebacks.
- For any further questions, please contact the Cleeng Customer Success Team