Streaming’s explosive popularity in recent years has companies grappling with increasing competition, rapid technological advancements, and shifting consumption habits. And through it all, customers’ expectations keep rising; they want streaming experiences to be seamless, instant, and tailored to their individual preferences.
Subscribers expect:
- Personalization as the norm, not a perk
- Frictionless viewing experiences with no glitches
- The flexibility to start, pause, or cancel services whenever they want
- Value for their money
By focusing on customer experience (CX) fundamentals and investing in the right people, AI-powered solutions, and strategies, streaming brands can deliver the type of user-friendly experiences customers want – without breaking the bank.
Personalize at scale with AI insights
Viewers expect content recommendations to be hyper-personalized – based on their preferences, behaviors, even their moods. They expect streaming companies to know them, what they want to watch, and when. Platforms that serve up generic suggestions risk losing subscribers.
The best way to truly know customers and proactively meet their needs is through AI-powered insights. Use conversational intelligence to listen to and analyze 100% of customer interactions, across all channels, instead of relying on traditional quality assurance (QA) tools that typically capture less than 3% of interactions.
AI can do much more than listen to conversations; it can decipher them, pinpointing moments when customers (or associates) are frustrated or delighted. And it does it all in real time. Streamers no longer have to wait for data to be analyzed or QA surveys to be manually reviewed; with the right tools, it’s happening almost instantly.
But technology is just one piece of the equation. To make the most of AI-generated insights, give them to quality experts who know how to put them into action. Human experts provide a critical second layer and can make actionable recommendations for improvements and next steps.
With an AI-driven, expert-led approach to insights, streamers have the unprecedented ability to personalize content recommendations and customize experiences better than ever.
Relying on data also empowers brands to shift from reactive CX to proactive experiences. Insights can identify patterns related to churn, for instance, so streamers can proactively reach out to at-risk subscribers (with solutions that feel uniquely tailored to them) before they leave for a competitor.
Reducing churn can be a challenge for streamers, but it doesn’t have to be. A strong, insights-driven CX strategy can improve customer support, enhance subscriber engagement, improve onboarding experiences, and streamline interactions – all of which combat common reasons customers leave streamers.
Infuse tech support with CX
Nothing ruins a viewing experience like technical difficulties. When problems arise, subscribers want them fixed quickly. And if they’re reaching out to the contact center, they’re probably already annoyed they couldn’t solve the problem on their own.
Get subscribers back to their viewing faster with a CX-infused approach to tech support. It’s crucial for tech support associates to have the technical know-how to solve problems quickly, but that alone isn’t enough.
They also need the tools and CX expertise to deliver empathetic support when customers are frustrated. Ensuring associates have the right balance of technical knowledge and CX expertise reduces wait times, improves CSAT, builds loyalty, and grows first contact resolution rates.
When a global manufacturer of video surveillance management systems had tech support wait times averaging more than 30 minutes, it was clear its in-house team couldn’t handle the volume alone. TTEC provided a team of highly skilled associates that blended technical expertise with CX best practices.
They hit the ground running and quickly drove results: a 93% drop in AHT, 92% quality assurance, and a 17% decrease in abandoned calls.
Empower subscribers with self service
One of the best ways to improve experiences for customers and associates alike is to invest in self-service tools that let customers help themselves.
Deflect Tier 1 requests – like password resets, billing inquiries, or pausing or canceling service – to automation where it makes sense. And put aside your pre-conceived notions about chatbots. Generative AI has revolutionized bots, making them incredibly intuitive, conversational, and efficient.
Most customers would rather try to solve problems on their own than speak to an associate, and a growing number expect self-service options. These tools let subscribers resolve issues on their own time and in their preferred channel, and diverting simple requests to automation frees up associates to focus on more complicated interactions where they can provide more value.
Partner with a CX expert
The streaming landscape is evolving so quickly that keeping up with all the changes and keeping CX top of mind can be difficult.
If you don’t have the expertise or bandwidth in house, working with a proven CX partner that specializes in media and entertainment is a great way to tap into a global labor pool, cutting-edge AI technology, and proven best practices that can eliminate costly trial and error.
