Why is it important to build a service that 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 the 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 are happy with. Keeping subscribers happy and knowing how to keep them loyal is key to the long-term success of OTT initiatives. That's where Cleeng comes in with Hi5 - cloud-based, AI-enhanced customer care!
Over the last seven years, Cleeng has been at the forefront of innovating Customer Support within the OTT industry, handpicking a specialized 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 favorite show will be coming out, they are covered. Through the use of smart integrated modules, Hi5 provides you with access to over 500 FAQs 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 has been working closely with major broadcasters such as Tennis Channel, MXGP, WRC, Big Ten Network, BroadwayHD, and many others to handle their growing subscriber levels effectively and efficiently. So let Cleeng handle your customer support!
See some examples of the help centers managed by Hi5 below.
Hi5 One-Door Support Strategy
At Hi5, our commitment is to simplify and enhance user support, and our unified strategy is a testament to this commitment:
- Prioritizing Self-Service: The journey begins at our Help Center, where users can access a robust collection of FAQs for immediate answers.
- AI-Powered Chatbot Support: If the Help Center doesn't address their needs, users can engage with our advanced chatbot for real-time assistance.
- Personalized Human Interaction: In instances where the chatbot can't fully address the concern, users can seamlessly transition to our ticket contact form within the chat environment. This paves the way for our expert agents to provide specialized support.
By adopting this tiered approach, we not only optimize our support channels but also enable our agents to concentrate on intricate issues. This ensures they deliver exceptional, tailored support, elevating the overall user experience.
- Global OTT Expertise with Focused Support: Our team, specializing in authentication, commerce, and video security, ensures that our Help Centers serve as the single, comprehensive reference point for all customer inquiries.
- Robust, User-Friendly Help Center: Accessible online, our platform features over 500 FAQs with instructional videos and tutorials, structured for ease of use. Customizable and available in English by default, it can integrate with your brand's URL for a seamless experience.
- 24/7 Multilingual Agent Support for Personalized Assistance: While our Help Centers provide extensive self-service options, our customer support team offers personalized ticket support in multiple languages, ensuring accessible and exceptional customer service standards around the clock.
- Advanced AI Chatbot: Integrated into your Help Center, our AI chatbot is expertly trained to address viewer support topics and manages over 5,000 inquiries per month, handling both basic and complex questions, including API integration.
- Integrated Support Workflow: Offers embeddable contact forms, industry-standard SLAs, and industry-standard refund policies, complemented by usage reports.
- Efficient Refund and Chargeback Management: Expert handling of refund requests in line with your policy and proactive engagement with payment providers to minimize chargebacks. Read more about this in the Refunding Viewers Guide.
- Real-Time Customer Analytics: Inside your dashboard, you can find a 360º view of your customer support analytics including a comprehensive ticket overview, one-touch ticket rate, and contact reasons.
- Insightful Reporting: Gain a thorough understanding of your Help Center effectiveness through comprehensive performance & chatbot metrics, further enhanced by detailed quarterly reports.
Discover more about our complete list of features for Hi5 Out-of-the-box Customer Care.