Research conducted by Paywizard shows contacting customer service to be of the biggest ‘pain-points’ in the relationship between operator and subscriber.
In a survey of 3,000 consumers across the UK, United States and the Philippines, 34% of consumers said they had experienced a major service outage lasting more than four hours in the last 12 months. While contacting customer service (21%) for both traditional and OTT services was one of the top three interactions identified as the most negative by customers.
Data from Verimatrix Verspective will be fed into Paywizard’s Singula subscriber intelligence platform that will debut at IBC 2018.
Singula uses subscriber insights and artificial intelligence (AI) to recommend the ‘next best action’ an operator can take for each and every subscriber at the critical ‘decision moments’ in the customer journey.
“The more data operators have about customers – including service issues they are facing – the better position they are in to take effective action,” said Bhavesh Vaghela, chief executive, Paywizard. “If a group of subscribers is having a service problem, the operator can immediately and proactively communicate to them that it is aware of the problem and working to fix it – and if the data says this is a recurring issue, the operator can even send out the discount voucher, free offer or whatever other compensation most likely to keep the customer positive about their experience.”
While analysis has traditionally been focused on Quality of Service data, primarily used to diagnose network challenges, the partnership allows the insight to be taken a stage further, proactively communicating to customers in real-time when issues are experienced.
Tom Pollard, VP of Product Management at Verimatrix, adds: “This partnership is all about providing the best possible customer experiences and building subscriber loyalty by using data and insight wisely – whether that is dealing with a billing issue, proactively recommending a change in content package to a wavering subscriber, or addressing a QoE issue, such as buffering, before the customer even has a chance to contact their service provider.”
Paywizard Singula will be demonstrated at IBC 2018 on the Paywizard (14.G27) and Verimatrix (5.A59) booths.