Improving Customer Experiences Through Better Knowledge Resources
Our client is an over-the-top streaming service and video on-demand provider and one of India’s largest premium streaming providers. The company spans across the Asia Pacific region with more than 25 million subscribers. The company employs almost 900 people and generated revenue of 16 million rupees (more than $200 million) in 2020.
The delivery team handles customer support issues including subscription queries, payments, refund scenarios, and technical concerns surrounding their mobile/smart television offering. The lack of centralized knowledge resources outlining the specific resolutions to these issues was leaving agents struggling to deliver customer solutions with any speed or consistency.
Customer satisfaction (CSAT) scores, along with handle times for both the chat and voice teams suffered as a result, causing the company to fall significantly short of their target call center numbers with an adverse impact to its program and customers.