Industry

OTT

Powered Up Customer Service With A CRM For An OTT Leader

Challenges

Managing Volume Spikes and Sentiment Sensitivity

The OTT streaming leader faced a surge in customer queries during major political and historical events on its platform. A pragmatic and effective solution was needed to manage the spike efficiently. 

Additionally, rising negative sentiment around content posed the risk of public backlash, making crisis prevention and real-time resolution essential. The platform needed a responsive, collaborative team structure to maintain high CSAT scores and brand reputation.

Solutions

AI-Led Automation, Real-Time Monitoring & Workflow Overhaul

HGS Interactive leveraged dynamic technologies and strategies, aligning responses to the situation at hand, and consistently delivering timely, relevant, and effective resolutions.

Intelligent Automation & Workflow Redesign

Through the deployment of smart automation tools, a dynamic chatbot, and re-engineered support workflows, the platform achieved faster resolution times, enhanced customer satisfaction, and efficient resource utilisation.

Advanced Analytics for Continuous Improvement

Real-time analytics empowered the chatbot to continuously improve its understanding and accuracy, optimising performance over time.

Proactive Crisis Management

A seasoned crisis team actively monitored sentiment, flagged potential risks early, and collaborated cross-functionally to resolve issues before they escalated.

Robust Content Moderation

Using intelligent monitoring tools, the social media team swiftly identified and neutralised phishing attempts and harmful content to protect users and brand integrity.

Outcomes

Strengthened brand reputation with consistently high CSAT scores. Enhanced agility in handling surges, ensuring uninterrupted customer experience.

60–70%

60–70% queries automated, reducing agent load

76%

76% improvement in turnaround time (TAT) and 90% faster escalation response, helping avert 3 major crises

45%

45% increase in user engagement driven by improved workflow change 

66%

66% reduction in operational costs without compromising on quality

What Makes Us Your Strategic Partner?

Take a Look at Our Capabilities

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