The Role of Customer Care in OTT

With direct-to-consumer (D2C) streaming services, broadcasters have to closely track and improve all stages of the viewer journey. One of the most under-appreciated, yet most important links in this chain is customer care since this directly affects viewer satisfaction.

Keeping subscribers happy is key to the long-term success of OTT initiatives. After all, acquiring a new subscriber is five to 25 times more expensive than retaining an existing one!

In this eBook, discover:

• What customer support experiences lead to the most cancellations
• What NPS score should you be aiming for?
• Must-have support features for maximum retention
• Customer care KPIs you should be tracking

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