Finding the right customer service setup for your OTT service

Customer care is an integral part of operations at Magine Pro. We know from experience that great customer service builds trust and loyalty, which ultimately reduces churn and can even encourage customers to make additional purchases, such as package upgrades, later on.

It’s important for any OTT service to maintain a high level of customer satisfaction but it’s particularly important for new market entrants. This generates positive word-of-mouth, which is not only great for brand awareness but it’s also good at enticing new customers to sign up!  

Building a subscriber base isn’t always easy but maintaining a subscriber base can be even harder, which is why having a good customer service unit is essential. They are the first point of contact for your customers and can not only take care of their needs but also give you insights into your customers so you’ll be able to make informed decisions on marketing strategies and customer experience.

Outsourced customer service

Outsourcing your customer service needs to a provider is not always straightforward though, particularly if you’re a new business. Fact is, if you don’t have your own customer service team already in place and don’t have plans to build one, you may have difficulties finding a partner that can take you on board. This is because your subscriber number and expected tickets at launch are deemed too low. The business model of an ordinary call center is based on the number of agents they can dedicate to your service. If for example, you would like to have email support for seven days a week with customers getting the first response in 24hrs, they will need to train at least three people plus a supervisor. This results in high costs for you and idle time for the agents.

Our solution: Price per ticket

We launched our own consumer service, Magine TV in 2013, and invested in building a multi-skilled customer service unit to support our users. Our experienced team continues to serve our customers alongside several of our partners, who have built their OTT solutions with us. We currently offer second and third-line customer support to those building a Magine Pro Pioneer or Premium service as part of the package!

Working across various services enables our customer support unit to spot technical issues and bundle trends faster, which means we are able to fix problems quickly and improve our apps continuously. With years of customer experience under our belts and an in-depth understanding of our services, we’re able to satisfy your customer queries and needs quickly. Plus, we offer first-line customer support to our Premium partners at an additional fee but it’s still a better price than an outsourced call center, and you can choose if you want to pay per incoming ticket or a fixed monthly fee!

Sounds good, give me more details

A price per ticket model is a lower cost and gives you more flexibility than a customer support provider that has dedicated agents working full-time. We offer different prices per ticket based on your subscriber number. The more subscribers the lower the price per ticket. If you would prefer monthly costs to be more predictable then you can opt for the monthly fixed fee. Contact us to get the complete price list.

Customise you Customer Support

Second and third-line customer support is included in our Pioneer and Premium service prices but first-line customer support is also available to Premium partners at an additional cost.

We currently provide email support to all customers in English but if you would like to offer your customers more, please contact us and we’ll help you to find a solution. We have experience with support through telephone, chat, and social media and we can easily add Swedish and German as support languages.

 

You can find out more about our video solutions here and contact us directly if you would like to discuss your customer service needs and costs.