Hi5 by Cleeng is a cloud-based SaaS customer support solution designed specifically for businesses in the media and entertainment industry.
It combines a bunch of features like a self-service help center, an AI chatbot, a ticketing system managed by our dedicated team of agents, and advanced analytics, all in one place. This allows broadcasters to give their end-users more ways to get help and fix problems, and also learn from customers feedback so they can improve their service.
The Hi5 Customer Support Solution is a key component of Cleeng’s subscriber management software including Core, Merchant and Churn IQ. It is designed to streamline customer support and enhance the overall user experience.
FAQ articles
The Hi5 Help Center includes a comprehensive knowledge base where users can find answers to common questions and issues. This self-service option helps reduce the volume of support tickets and allows customers to resolve issues independently. Articles are categorized for easy navigation and can be adjusted based on customer feedback.
We have hundreds of pre-written articles ready to address the majority of questions and concerns that users of streaming platforms might encounter. At the same time, the articles can be edited to suit the specific needs of each client. To ensure articles remain relevant and accurate, they are updated regularly, either quarterly or according to a seasonal schedule outlined in the contract and aligned with the provided event calendar.
Team training and support
Our agents receive comprehensive training on processes, escalation procedures, and customer interaction techniques to ensure they are well-prepared to handle a wide range of scenarios. The Hi5 team undergoes regular, in-depth training sessions that cover updates on the latest industry standards, new platform features, and best practices for troubleshooting, ensuring that they consistently maintain high service standards.
AI-enhanced customer care
At Hi5, we're committed to smart innovation. We strategically integrate AI throughout the user journey and our operations to boost efficiency through intelligent automation. Our knowledge gap analysis tool identifies areas for FAQ improvement, while the plain-friendly search feature leverages natural language processing for easier inquiry recognition, providing relevant articles faster, saving users valuable time.
The Hi5 Help Center features a 24/7 AI chatbot that provides immediate customer assistance. By drawing from a comprehensive FAQ knowledge base and utilizing generative AI technology, the chatbot offers solutions to common subscriber issues and seamlessly escalates complex inquiries to human support when necessary.
Our agents are further empowered by advanced AI tools:
- Sentiment Analysis automatically detects the emotional tone of incoming emails, allowing agents to prioritize and respond with empathy.
- Intelligent Triage accurately categorizes and routes inquiries to the right experts for faster resolutions.
Ticketing system
The Hi5 Help Center features an advanced ticketing system that allows customer queries to be tracked and managed efficiently. Each customer issue is logged as a ticket, ensuring no query goes unanswered and all problems are systematically addressed. The Zendesk-powered ticketing system is fully integrated with the AI chatbot for a seamless customer journey. It is backed by the team of OTT experts who provide 24/7 assistance and guarantees issue resolution exceeding the industry standard SLAs. Tickets are prioritized to improve agent efficiency and performance tracking
Full customization
The Help Center template is fully customizable to match one’s brand identity. Clients can personalize the platform with their logo, colors, images, icons, fonts, and even a custom favicon.
The chatbot's appearance and messaging can be adjusted to match the client's brand and style, and its responses can be tailored for specific events or occasions.
24/7 multilingual support
Recognizing the global nature of media and entertainment, the Hi5 Help Center offers . This ensures that businesses can cater to a global audience without language barriers. Cleeng has teamed up with a top language tech firm to offer email support in 29 languages to ticket-holding customers. This service’s artificial intelligence provides accurate and culturally relevant translations. This inclusivity helps in expanding the customer base and improving international relations. This ensures that subscribers from different regions can receive help in their preferred language, enhancing user satisfaction.
Customer support real-time analytics
To gain a holistic understanding of customer support performance and user behavior, Cleeng leverages a robust customer support analytics. Cleeng Dashboard provides real-time insights into ticket metrics and user interactions, offering a granular view of support operations. Simultaneously, Hi5 incorporates Google Analytics to monitor Help Center performance, delivering valuable data on visitor behavior, including engagement rates, popular articles, and user navigation patterns. By combining these powerful analytics tools, Cleeng can optimize both self-service resources and ticket support, resulting in improved customer satisfaction, increased efficiency, and better overall support experiences.
Refund and chargeback management
Hi5 effectively handles refund requests according to your guidelines and collaborates closely with payment partners to reduce disputes. Our team simplifies the refund process for customers. This service requires integration with Merchant.
Why do you need Hi5?
Maintaining customer relationship
Overall, Hi5 helps broadcasters improve customer satisfaction and reduce churn by providing a more efficient and effective way to support their viewers. You can outsource your customer care to specialists in OTT and guarantee quick and accurate responses to issues fostering a positive relationship between the business and its subscribers.
Reduced support costs
The integrated knowledge base and AI system application in place reduce the need for extensive human intervention, thereby lowering support costs. Automated and self-service options help in managing resources better.
With the help of the ticketing system and analytics tools, support agents can manage their workload more effectively. This leads to quicker resolution times and a more organized support process. Cleeng Hi5 provides an end-to-end customer support solution, with no set up fees, no license fees, with, easily scalable transparent pricing on a single-invoice.
Data-driven decisions
The reporting tools provide actionable insights that help businesses understand customer behavior and common issues. This data can be used to make informed decisions to enhance service quality and product offerings. We provide each client access to the Customer Support Analytics dashboard that provides data in real time (refreshes every 15 mins!). We know what impact insights coming from customer support channels are bringing to improve services and increase the overall customer satisfaction - and what follows - boosting customer loyalty and LTV.
A complete suite of modules
Hi5 is a flexible customer help center that can operate independently or as part of Cleeng's broader toolset. When combined with Cleeng's specialized modules like Merchant and Core, it is possible to process refunds or enable broadcasters self-service refund portal. While HI5 integration with Core allows for Customer History Dashboard insights which can be complemented with Subscriber Retention data from Churn IQ. All these make Hi5 also a comprehensive solution for managing subscriptions, billing, and video content monetization.