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 Sinclair Broadcasting Group, MXGP, LucasOil, 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.
- Globally Staffed OTT Specialist - Our team specializes in authentication, commerce, and video security. Your customers will have one point of contact for all inquiries.
- 24/7 support - The Hi5 team works out of our Manila office - using groundbreaking AI linguistic tools, we can now support viewers in 29 languages.
- Powerful AI Chatbot - Our chatbot can single-handedly automate answers for >5,000 inquiries/month on average for basic Q&As and complex inquiries with API integration.
- Custom-built FAQ Help Center - With more than 500 FAQs we provide videos and tutorials to ensure your customers can find the answers they are looking for.
- Integrated Support Work Flow - Embeddable contact forms, industry SLAs, customizable refund policies, and detailed financial and usage reports.
- Efficient Refund and Chargeback Management - The Hi5 team efficiently manages refund requests in line with your refund policy. We also work directly with payment providers to minimize 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.