Customer support refers to the range of services a business provides to assist customers in making the best use of a product or service. It involves addressing issues, troubleshooting issues, providing guidance and offering solutions to problems encountered by customers. Customer support can be offered through various channels like phone, email, live chat, social media and in-person interactions to ensure customer satisfaction and retention.
Moreover, customer support focuses not only on offering quick fixes but also on establishing strong relationships with consumers. As customer expectations evolve, streaming platforms that offer easy and effective support tend to attract more viewers. In fact, a Zendesk report showed that 61% of shoppers would turn to a competitor if they didn’t find satisfactory support.
Consequently, other entertainment spaces like iGaming also pay close attention to customer support. Consider, for example, the format of an online casino, which features a vast range of offerings, including table games, slots, live variations of classics and other types of entertainment. Players might have questions about various issues like gaming rules, accessibility and technological glitches while interacting with the platform.
As such, gaming platforms have now incorporated live chats, emails and social media handles like Facebook, where players can find prompt solutions. The 24/7 availability of live chats also ensures players can get assistance anytime.
Benefits Streaming Companies Stand to Enjoy
Excellent customer support can significantly foster business success. Actually, a McKinsey report showed that enhancing customer experience could result in revenue growth of 2-7% and profitability of 1-2%. By investing in customer service, businesses can reduce customer acquisition costs by reducing churn rates. Engaged and satisfied customers can help a business reach more potential customers through word-of-mouth recommendations.
With TrueList suggesting that 20% of customers can translate to 80% of profits, companies that retain more customers definitely have a great opportunity for success. That is why many streaming platforms offer professional and gratifying support services to retain more viewers. Furthermore, some studies have shown that customers are willing to pay more for value, with many (up to 93%) willing to repurchase even after having an opportunity to turn to a competitor.
When customers find pleasing services on a platform, it increases their lifetime value. A customer’s lifetime value (CLV) is the total profits a company can enjoy from a single customer. Businesses that offer great customer experiences with support teams are more likely to increase the CLV, bolstering the company’s overall revenues.
How Streaming Platforms are Doing It
Netflix is a prime example of how streaming giants enhance customer experiences through efficient customer support. With HubSpot indicating that 47% of viewers are open to chatbot assistance, Netflix has established 24/7 available virtual assistants to address queries promptly. That way, customers can enjoy seamless watching experiences even during non-business hours. Furthermore, the platform empowers its service agents to offer more personal and humanised support during interaction with customer queries.
As streaming giants continue to battle for viewer attention, other companies like Paramount+, Hulu, and Spotify have not been left behind. Spotify, for instance, has a dedicated X account, SpotifyCares, where customers can share their challenges and receive prompt feedback.
Evidently, offering great customer experiences can work wonders for any online business. Great customer support can translate to higher retention rates and more revenue. Therefore, streaming platforms leverage excellent support services to keep more customers around their businesses, resulting in greater profits.
