Due to intense market competitiveness, TV operators are always looking to provide customers with the best user experience. Despite making due diligence to continuously improve services, there will always be a need to offer set-top box (STB) assistance whenever a customer faces an issue. That is why a good after-sales customer service can be a differentiating factor, either when acquiring new customers or maintaining an established base.
According to a joint research between Accenture and nScreen Media, United States Operators are spending more than 5.3 billion dollars to manage outages, handle calls and provide in-home maintenance. In Europe, the scenario may be somewhat better, but the bill still accounts for a 3.7 billion dollar share of the budget. If we consider that 70% of customer calls are not caused by operator failures, there is a large margin for optimization.Continue Reading