Redefining Streaming Excellence: Where AI Meets the Human Touch

In the ultra-competitive streaming media industry, exceeding customer expectations is paramount. Our unique approach harnesses insights-driven analytics, tailored to the lifecycle and preferences of media customers, blending AI, automation, and the human touch.

Focusing on creating personalized customer experiences that not only meet but surpass industry standards is key to the customer experience. Our ‘skin in the game’ engagement models are designed to significantly enhance key metrics such as wallet share, market share, customer lifetime value (CLV), customer satisfaction (CSAT), Net Promoter Score (NPS), and agent productivity, ensuring that your brand stays ahead in the dynamic world of streaming media.

Beyond Engagement: The Power of Social Care in Building Digital Trust

In today’s digital age, the landscape of customer behaviors on digital platforms is evolving at an unprecedented pace. A mere few years back, the concept of endlessly scrolling through video content on social media was virtually non-existent. Yet, in a relatively short period, we’ve witnessed a seismic shift in how content is consumed online. Video feeds, reels, and stories have not only become the norm but the preferred medium of engagement for millions of users worldwide.

In the realm of media companies, current trends and strategies in social care (or social experience management) focus on creating dynamic, responsive, and engaging interactions with audiences across various social media platforms.

Including:

• Personalized responses: Utilizing AI and machine learning to offer personalized and immediate responses to customer queries. 35% of consumers prefer talking to a chatbot than a human customer support agent, yet only 15% of businesses currently use AI-powered chatbots.
• Omnichannel presence: Ensuring a consistent brand experience across all social media channels.
• Proactive engagement: Actively reaching out to audiences to gather feedback and address potential issues before they escalate.
• Data-driven insights: Leveraging analytics to understand customer preferences and tailor content and responses accordingly.
• Empathetic communication: Training social media care teams in empathetic and human-centric communications to build stronger connections with the prospective and existing audience.

Transformative Strategies: A Real-World Success Story

For streaming media companies, keeping customers happy is an essential strategy for maintaining a positive brand image and expanding their customer base. Providing exceptional support that includes effective social media customer care (social care) is increasingly important for the entertainment media industry to retain customers in a highly competitive market.

Highlighting our partnership with SiriusXM, we tackled challenges in social care with innovative solutions like expanding support channels, employing advanced analytics, and enhancing training and quality assurance, which led to significant improvements in operational cost savings, response quality, and expanded support hours.

SiriusXM partnered with ResultsCX and implemented the following:

• Added Instagram as an additional support channel.
• Added App review channels, such as IOS support, Google Play.
• Created proactive social support listening for non-tag mentions.
• Moved to a technology partner for more advanced analytical data analysis.
• Provided training and quality assurance support.
• Implemented CSAT on social channels for a proper feedback loop.