Integrating real-time consumer experience insights with customer care operations

16 August, 2021

Blog

By Aner Gusic

At Agama, we have provided integrated solutions for Customer Care Operations for many years, as integrating high-quality customer data is widely known to improve customer care outcomes.

This is why we designed the Agama Customer Care module, to make it possible for customers or external parties to create custom Customer Care solutions optimized for each service team.

The Customer Experience Insights Extensive real-time customer experience insights are available through the Customer Care module, which makes it possible to freely adapt the solution for a specific deployment and technology, as well as evolve it over time. This includes tailored information per customer where aspects as network and service quality can be automatically correlated, providing the basis for efficiently and quickly understanding any underlying issues.

The foundation for integrating customer experience insights includes KPIs that show viewer engagement (viewing hours), viewer experience at video start and termination, and Quality of Experience.

These are the metrics that we'll use as a basis for the rest of this article.

Key questions How to validate customer claims?

The first thing an agent needs to do is to find firm ground by comparing what the customer claims with data on usage and quality. Human perception is neither objective nor exact, and it is hard to talk to a customer or act without an objective data reference.

The first step is most often answering the question What has been the viewing experience for this user the last few hours, last day, and the last week, according to the data? . Both timelines and aggregated data for devices are available in the API to answer this question. Presented with both the customer experience and objective picture represented by the data, the agent can agree with the customer on viewing experience and activity, even though the information is not very actionable at this point.

How to better understand the operational status?

Once agreed on the actual viewing experience, the second step for most agents is understanding if the customer was affected by service interruptions, network maintenance or similar - in order to know if there is a need for further troubleshooting. Issues that are not customer-specific need no further troubleshooting, but the viewer engagement data can be used to hint an appreciated compensation to the customer in order to reduce churn. So, what reference points can we use to understand if this is an isolated customer issue or not?

Agama Customer Care module provides multiple data sources that can aid in the triangulation of the actual root cause for the interruptions.

Analyzer probes deployed in the headend and network provide the data that can be used to classify the problem as related to the delivery network. For example, identify an edge-server with issues that the device has used during the incident. Analyzer data provides an objective reference point that makes it very valuable for troubleshooting.

LINK:	https://agama.tv/integrating-real-time-consumer-experience-insights-wi...
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