Much research confirms that OTT customers desire helpful, efficient, standardized support operations across channels and platforms.
What about the costs of providing this, though? Ensuring support expenses are sustainable as the user base expands is critical to retaining profitability as a broadcaster. In this blog, we cover the unique needs of OTT support, deconstruct its costs, and explore how to meet these needs economically.
Would you prefer a deeper dive into the costs? Download our detailed ebook on Revolutionizing OTT Customer Support Costs with a Tailor-made Solution.
OTT support has several unique needs and mighty subscriber expectations:
As a broadcaster, extending support encompassing these attributes is essential; leading ones acknowledge this. “We realized we need a future-proof SaaS solution to deliver excellence in the current market. Customers today want a top-tier user experience that goes beyond just interesting content. Our goal is to make sure we provide that extra layer." says James Walmsley, Director of Product, Technology, and Analytics at TOD. It's vital to note that providing such a service requires a solid setup with significant ongoing expenses.
Some of the significant expenses include:
Adding these all up, providing support can become a significant cost center. What’s the way out?
A strategic approach to providing excellent support lies in leveraging the capabilities of AI. Specialized OTT customer support tools such as Hi5 are built to deliver exceptional support while economizing costs.
Hi5 allows you to set up well-structured help centers with a vast knowledge base specific to OTT streaming. With that, it enables intelligent chatbot workflows to help customers find automated answers to common customer issues. For example, password resets, entitlement queries, and streaming problems. This significantly reduces the volume of incoming inquiries, addressing the costliest factor in customer support. It also leaves more team bandwidth to offer personalized support and reach out to those needing it. This blend of AI efficiency and human empathy ensures comprehensive coverage of all support needs.
Interesting fact: Hi5 boasts an impressive average self-solving resolution rate of 80%, which reduces ticket volume.
In addition, Hi5 is also designed to optimize costs. It comes with instant SaaS implementation and supports quick setup. The substantial capital investments needed to develop a support platform are eliminated for a small fee, along with significant operational overheads. The chat agents are always well-trained and can provide multilingual support across 29 languages. This ensures comprehensive global coverage across time zones and reduces ongoing costs. It’s also scalable on demand during peak periods.
Want to know how the cost advantage alongside support excellence works out in concrete numbers?
Check out our eBook to explore how Hi5, an all-encompassing solution, empowers you to deliver stellar support while optimizing your TCO.