How streaming services maximize subscriber growth and revenue: Michael Hutchison, Customer Experience leader

Published in: The Streaming Wars | November 27, 2024

In an interview with The Streaming Wars, Michael Hutchison, Customer Experience leader at eClerx, highlighted the importance of providing exceptional customer service during peak periods, and said, “Streaming Services should be preparing themselves for surges in traffic with the Black Friday promotions and ensuring the customer experience is a positive one. Spikes in concurrent users can cause infrastructure vulnerabilities and issues with payment processing, which can lead to abandoned sign-ups for new subscriptions.”

“Customer Experience teams need to be ready with promo code redemptions and efficient execution at an omnichannel level to ensure new users can be retained. There’s also the need to handle data processing efficiently and monitor the performance of agents during this heightened customer service period to ensure the customer experience was positive – and be ready with the right technology and analytics,” Hutchison explained.

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