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 underappreciated 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, learn more about:

  • how customer care mitigates subscriber churn;
  • how customer care can be a strong competitive differentiator;
  • the key metrics for measuring its quality and some best practices.

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