One of the primary reasons consumers flocked to streaming services over the last decade is the relatively hassle-free nature of monthly subscriptions compared to complicated and costly cable TV. However, this new freedom of choice also means that viewers have become less loyal to the particular streaming brands themselves and more to their favorite movies and television shows on these platforms. 62% of viewers subscribing to a streaming service intend to cancel their membership after viewing a specific piece of content. With high uncertainty in consistent subscriptions, this makes it even more pressing for streaming providers to analyze CX and retention strategies.

Especially for those that are rushing into the VOD industry to compete with services like Netflix, streaming providers are facing similar CX pitfalls to the cable industry which they are still making up for even today.

So, what are these main CX problems that prevent greater customer loyalty to subscription VOD services?

One major stumbling point that streaming companies fall into is not opening a dedicated support center specifically for their streaming service. While existing support agents can help with some customer service issues, the reality is that a tech-heavy experience isn’t just useful, it’s absolutely vital.

With the wide variety of smartphone, tablet, and smart TV models that streaming services can be accessed from, streaming companies need agents well-versed not just in the streaming platform but the multitude of devices customers use to troubleshoot and resolve issues properly.

“When it comes to streaming, cord cutters are watching at all points of the day all over the world, as well as on hundreds of different kinds of devices, which means there’s so many variables to consider when assisting viewers with any technical issues that can occur.”

-Rob Schwietz, Vice President of Global Business Development, eClerx Customer Operations

Properly sorting through and analyzing your data is necessary to understanding your customers’ needs. Despite its importance, personalization has been a struggle for some streaming services to properly adapt and execute, with CMSWire reporting that only 18% of brands received benefits from implementing a more personalized approach in 2022.

With customer loyalty being less present in the world of streaming, being able to untangle your data to accurately provide better features, stability, and content to your viewers is an absolute must to keep them subscribed.

The growth of automation technology has opened many opportunities for businesses to boost efficiency and deliver faster, more streamlined service. From resolving frequently asked questions to providing 24/7 support for transactions and customer queries to sorting through immense amounts of data and surveys to provide insights into customer needs, automation tools can remove certain manual tasks from agents to allow them to focus on more complex tasks.

However, not all brands have taken the necessary steps to invest in and master these tools. Instead of spending time and resources on inefficient processes, streaming providers must invest in tools such as eClerx’s Roboworx to deliver more consistent, sustainable, and engaging experiences cost-effectively.

“WORLD CLASS CUSTOMER SERVICE”
“eClerx has done an amazing job, working hand-in-hand with our organization and contact centers to provide phenomenal customer service experiences for our streaming platform. Genuinely great people, from top-to-bottom! ”

– Head of CX at a Large US-Based Media Organization

There’s a lot that streaming providers have to consider to stay competitive in this increasingly crowded industry. That’s why many major streaming platforms today choose to work with an expert CX partner like eClerx.

“eClerx has the experience and expertise to help our Steaming clients today—whether they are an upstart or established name—as a major support provider. We created streaming technical platforms in our contact centers, in addition to providing support during high volume burst events, all to help them grow and maintain their subscribers.”

-Rob Schwietz, Vice President of Global Business Development, eClerx Customer Operations

Leveraging deep industry knowledge, our Omnichannel Customer Support and Frontline CX teams understand how to provide compelling, streamlined customer experiences. Our support agents are trained thoroughly on the ins and outs of our partners’ streaming platforms to help support primary call centers during high-volume events across phone, email, text, and social media channels.

Additionally, our Analytics & Technology team also can help free up your employees from spending hours on tedious tasks like account and billing support with our proprietary automation tools, so they can continue supporting your viewers to the best of their ability. From there our team of experts sort through the enormous amounts of customer data you receive each day to provide worthwhile insights into your streaming platform, from being able to pinpoint and fix reoccurring issues your customers have, to gaining more knowledge into the content they consume so you can better personalize your output faster and more effectively.

Customer expectations are ever-changing in the streaming subscription space, and there’s no better way to revitalize your approach than with an experienced partner you can trust. With a full suite of solutions and a team of longtime industry experts, we’re ready to help you get started.

Click below to get in touch with us and learn more about how our products and services can help you achieve your business goals.