As the OTT platform’s subscriber base continues to grow, service providers must innovate in delivering exceptional customer service. Subscribers often reach out to these OTT platform’s customer service departments for various concerns regarding billing, upgrading services, login, streaming issues, etc. In order to keep customers engaged, OTT service providers must provide best-in-class customer experiences.
If you are a streaming service provider looking to improve customer experience, here is how Etech can help you.
Customer Retention
When it comes to retaining customers, it is crucial to listen to every customer interaction, however, listening & analyzing these interactions manually is impossible. This is where AI-powered Speech Analytics technology, in partnership with our team of call center experts, can help.
This winning combination of Artificial Intelligence and Human Intelligence helps identify critical factors, resulting in driving customer churn, by analyzing all the conversations and harvesting meaningful insights.
After a complete analysis of the calls, Etech equips you with market and business insights, while providing targeted coaching to agents to set them up for success, improving customer retention.
Increase Revenue
Each customer is different, as is their spending level and choice of genre. While listening to customer interactions, our CX experts identify what your customers want and provide data-based recommendations to update your offerings.
Furthermore, as a trusted advisor, Etech further helps in driving innovation across your organization in order to improve sales and overall organizational revenue.
Provide Omnichannel Customer Experience
The largest consumer base for OTT platforms are Millennials as well as Generation Z. Hence, it is important to provide them with multiple options to connect with your brand. Whether it is live chat, social media platforms, in-app chat, website chat, etc.
Furthermore, to improve customer experience, all these chats have to be asynchronous. Etech is an Omnichannel Customer Engagement solutions provider, where we unify customer interactions, across the platform.
Self-Service Analytics
With the help of self-service analytics, organizations can save agents valuable time that they would otherwise use on common customer concerns. Our team of data scientists measures the performance of existing self-service channels and provides recommendations to improve self-service effectiveness, build a knowledge base, set up and provide Smart AI Chatbot, etc.
Improve Sales Efficiency
Sale is the key driving factor for every streaming service provider, and at Etech, we ensure to provide increased sales results for you. Our team monitors the critical behaviors of individual agents, such as Ask for Sale, Objection Handling Tactics, and Successful Tactics, to overcome customer objections for improving their overall performance.
Seamless customer support is paramount for streaming service providers citing the tough competition and challenges of retaining & maintaining a customer base. Etech helps streaming service providers achieve their business and marketing goals by providing remarkable customer support services. We customize our software, train our agents, and fine-tune the operation processes to give you desirable results. Reach out to us for more information.
This blog was earlier published on LinkedIn
