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Media & Entertainment

With So Many Consumers, Long Queue Times are Standard

Overview

Technology is making media and entertainment more easily accessible and readily available to all consumers. Video services like Netflix, which currently has around 44 million subscribers according to CNN Money, and game subscription services such as Activision Blizzard’s World of Warcraft, which currently has upwards of 8 million subscribers according to IGN, are leading the pack when it comes to changing this industry. The Media & Entertainment Industry is so lucrative that even retail giants like Wal-Mart and Target have gotten in on the act. Consumers have now come to expect fast service and instant access to movies, music, and games, and with so many different services now available it is important for companies to remember that good customer service is essential to maintain customer loyalty and draw new customers to their service over competitors.

Challenges for the Media & Entertainment Industry include, but are not limited to:

• Customers have ever-increasing expectations about customer service.
• Phone calls remain the most popular communication channel to address subscription service issues, despite increases in online support offerings.
• Inefficient billing processes make changing or accessing billing data inconvenient for customers.
• Customers must wait in long queues to speak to a representative for answers to common technical or support issues.
• Customization and adaptability are vital for differentiation.

Our perspective on voice self-service for Media & Entertainment clients:

Consumers have now come to expect FAST service and instant ACCESS

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Customer Service

eConsultancy recently conducted a study that found, “Consumers prefer assistance over the following channels: phone (61%), email (60%), live chat (57%), online knowledge base (51%), “click-to-call” support automation (34%).” If consumers are experiencing issues with their subscription service, such as an online game or a streaming movie service, they will more often than not call the company to resolve the issue quickly. With technology making great strides, many companies are beefing up their online customer support, yet eConsultancy found that people still prefer using the phone to contact a company for customer service. Companies need to provide voice channel solutions that will help reduce overall costs of calls while still providing the best possible level of customer service.

Billing

Accenture Research tells us that consumers have higher customer service expectations each year. With attitudes toward customer service changing, it is important for companies to evolve as well, or they risk losing customers. One way for Media & Entertainment providers to offer a better experience is by making billing and payment processing easier for their customers. Offering self-service automation to pay bills and check account status, or upgrade services is a great way to add value to the overall customer service experience, reduce inbound calls to your contact centers, and lower costs.

FAQ/Tech Support

In today’s high-tech world, the Media & Entertainment industry relies on technology to deliver media to consumers. In order to make sure your customers stay connected, these media platforms must be accessible at all times. Every minute a customer spends trying to solve a technical or service related issue is another minute they are not engaged with your entertainment product or service. Using voice self-service to help solve these issues can help your customers get answers fast, without waiting in a long call queue.

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