Home > Resources > Articles > Customer Care is Paramount to OTT Success, and We’ve Found a Solution

Customer Care is Paramount to OTT Success, and We’ve Found a Solution

As the saying goes: in OTT, there is no success without viewer satisfaction. Put simply, if you’re looking for a prosperous and sustainable future in the this space, customer care should be at the top of your priority list.From years of hands-on experience, we’ve discovered that flawless customer service fosters trust, loyalty and brand advocacy. And it’s these elements that ultimately serve to reduce customer churn and, in many cases, encourage consumers to make extra purchases including subscription upgrades, increasing their individual value significantly.Customer service is the cornerstone of over-the-top success, and with this notion firmly implanted in our collective mind, we set out on a mission to find a robust solution for increased consumer care and user experience (UX) for those operating in the OTT industry.

Spotlight

SPI International

SPI International/Filmbox is a global media company operating more than 30 television channels on five continents. SPI is one of the biggest aggregators of native Ultra HD content in the world. SPI uses the latest technology providing subscribers access to SPI’s linear and on-demand content including live streaming of UHD programming and FilmBox channels on any Internet-connected device via major global streaming media players as well as local OTT providers.

OTHER ARTICLES
Technologies, Business

Why video streaming needs to stop fighting the last consumer war

Article | July 20, 2022

Video streaming services have achieved mainstream engagement, with binge viewing now eclipsing linear TV viewing as the leading form of TV show consumption. While the digital disruptors may revel in their newfound status as the masters of TV consumption, and the TV and film industry are forced to adapt to this new reality, a subtler shift in mindset needs to occur. Streaming services, led by subscription video on demand (SVOD) hegemon Netflix, still operate in the mindset of having a digital native consumer base. For these streaming incumbents, the success of SVOD still rests upon their ability to appeal to younger consumer bases who have a) grown up in a digital environment, and b) are by definition young and eager for new and constantly evolving consumer experiences. Add to this the post-second world war presumption that popular entertainment should always be youth-centric focused, and streaming is still de-facto a youth-orientated proposition.

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Technologies, Virtualization

How blockchain is transforming online gaming for players

Article | July 27, 2022

For online gamers, in-game purchases made to buy special swords, guns, or other add-ons to play their adventure, warfare, and other games are one-time, non-transferable investments that lock them into their pretend worlds. That's something companies like Polyient Games want to change by registering those purchases using blockchain and transforming the previously one-way transactions into liquid assets which are transferable for cash.

Read More
Business

Metaverse: Transforming B2B Businesses with Technology

Article | July 11, 2022

In the 3D interactive space of metaverse, nothing is impossible. People from various corners of the world can create, share, and explore virtual worlds in this space. They can also interact, trade, and do business. What does metaverse offer B2B businesses, though? Let us take a look. From Virtual Storefronts to Digital Employees While metaverse is still in the early stages of development, businesses can have their own virtual storefronts, digital employees, and virtual currency in a virtual reality. Business exclusive metaverse platforms like Sansar, Somnium Space, and Decentraland offer companies an option to establish their virtual presence. How is Metaverse Transforming B2B Businesses? Metaverse presents businesses with the unique opportunity to build client relationships face-to-face. Branded experiences like product announcements, product showrooms, company updates, educational sessions, conferences, and networking events can be done in metaverse. Let us explore other ways in which metaverse can enrich B2B businesses: Richer Customer Experience Immersive buyer experiences influence prospects to make purchase decisions faster. B2B sellers in metaverse can create such experiences through interactions that surpass traditional sales approaches and focus on visually attractive sales presentations to convert prospects. Effective Marketing and Advertising New marketing and advertising opportunities in metaverse are developing with every passing day. Over time, companies may be able to sponsor events or create targets ads to attract a certain demographic. The companies that establish themselves in the metaverse might have a bigger advantage in this regard compared to the companies that venture into it later. Higher ROI and Sales Increasing sales and ROI are crucial for every business. Reaching new markets and tapping into new revenue sources is easier with metaverse. It will allow salespeople to host multiple meetings with buyers living in different parts of the world without having to leave their actual office, saving multiple costs while conveniently still creating client relationships that last. Improved Workforce Efficiency Metaverse-based training simulations help employees upgrade their skills. Additionally, customer service associates can create avatars to provide business customers assistance in real-time. Metaverse encourages employees to communicate better and allows remote employees to virtually connect for projects, meetings, and feedback. Last Word B2B businesses can capitalize on the convenience of metaverse and harness this latest technology to offer their customers visually immersive experiences.

Read More
Media and Broadcasting

FILM PRODUCERS FLIP BARGAINING TABLE WITH UNIONIZING EFFORT

Article | May 21, 2021

Movie producers often find themselves negotiating with talent and crew members, and/or their production union representatives, over pay and benefits. But a group of 108 producers flipped the script Thursday in announcing they were looking to form a union of their own.Higher minimum pay and health benefits were cited as the two major reasons. While the group, called the Producers Union, boasts some heavy hitters such as Chris Moore (Manchester by the Sea) and Rebecca Green (It Follows), they made it clear that the traditional image of a Hollywood producer is misleading. Many are just getting by, project to project, looking for a breakout hit to up their quote. According to a survey released this year, 41% of producers made less than $25,000 in the pre-pandemic boom times of 2019. The Producers Union has developed a constitution with provisions for dues and diversity initiatives, with the aim of eventually negotiating a collective bargaining agreement with distributors and other film financiers. Previous efforts by producers to unionize have been thwarted by the courts and the National Labor Relations Board, according to Variety, as the NLRB saw them as supervisors and employers – which creates a high barrier to organizing.

Read More
Technologies, Business

Discord: A Novel Medium for B2B Marketing

Article | July 20, 2022

Video streaming services have achieved mainstream engagement, with binge viewing now eclipsing linear TV viewing as the leading form of TV show consumption. While the digital disruptors may revel in their newfound status as the masters of TV consumption, and the TV and film industry are forced to adapt to this new reality, a subtler shift in mindset needs to occur. Streaming services, led by subscription video on demand (SVOD) hegemon Netflix, still operate in the mindset of having a digital native consumer base. For these streaming incumbents, the success of SVOD still rests upon their ability to appeal to younger consumer bases who have a) grown up in a digital environment, and b) are by definition young and eager for new and constantly evolving consumer experiences. Add to this the post-second world war presumption that popular entertainment should always be youth-centric focused, and streaming is still de-facto a youth-orientated proposition.

Read More
Technologies, Virtualization

Metaverse: Transforming B2B Businesses with Technology

Article | July 27, 2022

For online gamers, in-game purchases made to buy special swords, guns, or other add-ons to play their adventure, warfare, and other games are one-time, non-transferable investments that lock them into their pretend worlds. That's something companies like Polyient Games want to change by registering those purchases using blockchain and transforming the previously one-way transactions into liquid assets which are transferable for cash.

Read More
Business

Branded Entertainment in B2B: Why is it Important?

Article | July 11, 2022

In the 3D interactive space of metaverse, nothing is impossible. People from various corners of the world can create, share, and explore virtual worlds in this space. They can also interact, trade, and do business. What does metaverse offer B2B businesses, though? Let us take a look. From Virtual Storefronts to Digital Employees While metaverse is still in the early stages of development, businesses can have their own virtual storefronts, digital employees, and virtual currency in a virtual reality. Business exclusive metaverse platforms like Sansar, Somnium Space, and Decentraland offer companies an option to establish their virtual presence. How is Metaverse Transforming B2B Businesses? Metaverse presents businesses with the unique opportunity to build client relationships face-to-face. Branded experiences like product announcements, product showrooms, company updates, educational sessions, conferences, and networking events can be done in metaverse. Let us explore other ways in which metaverse can enrich B2B businesses: Richer Customer Experience Immersive buyer experiences influence prospects to make purchase decisions faster. B2B sellers in metaverse can create such experiences through interactions that surpass traditional sales approaches and focus on visually attractive sales presentations to convert prospects. Effective Marketing and Advertising New marketing and advertising opportunities in metaverse are developing with every passing day. Over time, companies may be able to sponsor events or create targets ads to attract a certain demographic. The companies that establish themselves in the metaverse might have a bigger advantage in this regard compared to the companies that venture into it later. Higher ROI and Sales Increasing sales and ROI are crucial for every business. Reaching new markets and tapping into new revenue sources is easier with metaverse. It will allow salespeople to host multiple meetings with buyers living in different parts of the world without having to leave their actual office, saving multiple costs while conveniently still creating client relationships that last. Improved Workforce Efficiency Metaverse-based training simulations help employees upgrade their skills. Additionally, customer service associates can create avatars to provide business customers assistance in real-time. Metaverse encourages employees to communicate better and allows remote employees to virtually connect for projects, meetings, and feedback. Last Word B2B businesses can capitalize on the convenience of metaverse and harness this latest technology to offer their customers visually immersive experiences.

Read More
Media and Broadcasting

FILM PRODUCERS FLIP BARGAINING TABLE WITH UNIONIZING EFFORT

Article | May 21, 2021

Movie producers often find themselves negotiating with talent and crew members, and/or their production union representatives, over pay and benefits. But a group of 108 producers flipped the script Thursday in announcing they were looking to form a union of their own.Higher minimum pay and health benefits were cited as the two major reasons. While the group, called the Producers Union, boasts some heavy hitters such as Chris Moore (Manchester by the Sea) and Rebecca Green (It Follows), they made it clear that the traditional image of a Hollywood producer is misleading. Many are just getting by, project to project, looking for a breakout hit to up their quote. According to a survey released this year, 41% of producers made less than $25,000 in the pre-pandemic boom times of 2019. The Producers Union has developed a constitution with provisions for dues and diversity initiatives, with the aim of eventually negotiating a collective bargaining agreement with distributors and other film financiers. Previous efforts by producers to unionize have been thwarted by the courts and the National Labor Relations Board, according to Variety, as the NLRB saw them as supervisors and employers – which creates a high barrier to organizing.

Read More
MORE ARTICLES

Spotlight

SPI International

SPI International/Filmbox is a global media company operating more than 30 television channels on five continents. SPI is one of the biggest aggregators of native Ultra HD content in the world. SPI uses the latest technology providing subscribers access to SPI’s linear and on-demand content including live streaming of UHD programming and FilmBox channels on any Internet-connected device via major global streaming media players as well as local OTT providers.

Related News

Business

Entravision adds Entravision Plus for Local Hispanic Reach Optimization

Entravision | February 21, 2023

Entravision, an advertising, media, and technology solutions provider, has recently launched its new solution Entravision Plus, enhancing the local Hispanic reach of companies through connected TV, CTV, and over-the-top OTT, streaming. It leverages performance-based data insights from Spanish-language publishers to optimize digital advertising outcomes. It has added Entravision Plus to its full suite of digital solutions for OTT, CTV, digital audio ads, display ads, SEM, digital out-of-home, Facebook, Instagram, TikTok, YouTube Ads, Branded Content and Email Marketing, along with its television and radio services. It was found that about 90% of Hispanic consumers stream video on smart devices. This data is approximately 10% more than the video streaming behavior of non-Hispanic consumers. Additionally, on average, the Hispanic consumer spends about 26 hours per month on online video-watch. This states that they spend approximately seven hours more watching videos online than U.S. consumers on average. These statistics show that the rising Latino local household consumers can be targeted and reached through television advertising and Entravision Plus online video products. General Manager of Entravision US Digital, Jessica Martinez, said, “Advertisers need to reach their consumers. We can now offer our clients the ability to reach consumers not only through our television and radio assets, but also through an array of digital products.” She added, “Entravision Plus – our newest offering – provides advertisers with unique targeting, competitive ad separation and insightful analytics to reach all segments of the Latino consumers. We are excited to provide this premium solution, along with television and radio, to meet the needs of an evolving market. By leveraging Entravision Plus, we anticipate that our customers’ businesses will stand out and grow faster than ever before.” (Source – Business Wire) About Entravision Headquartered in Santa Monica, California, Entravision, an advertising company, provides solutions for digital marketing, social commerce, CTV, application performance, audio programmatic services, Latam, VAS, user acquisition, growth, marketing automation, local marketing, content marketing, data services, mobile advertising and marketing, and media networking. It has been connecting advertising brands with consumers through media, ad tech, commerce and advertising solutions on different platforms and publishers. It partners with companies like TelevisaUnivision, LinkedIn, Spotify, Twitter, Facebook, TikTok and Grab for sales operations and financial and commercial services.

Read More

Facebook Acquires Cloud Video Gaming Company PlayGiga

thurrott | December 19, 2019

Facebook seems to be working on a new vision for its gaming products. The company may not be a huge player in the gaming industry, but it has invested a ton into its gaming products for years. And now, Facebook has acquired Spanish cloud video gaming company PlayGiga to further expand its gaming efforts. The company confirmed the acquisition to CNBC, though it declined to reveal any details about the acquisition. Facebook was rumored to have acquired PlayGiga last week by Spanish business newspaper Cinco Dias. The acquisition reportedly cost Facebook approximately 70 million euros. PlayGiga previously ran a cloud gaming service in Europe after being founded in 2013, though the company’s service failed to gain any traction. “We are excited to announce that the PlayGiga team is moving on to something new. We are continuing our work in cloud gaming, now with a new mission. We want to thank all of our partners and customers for their support over the years,” PlayGiga said on its website.

Read More

Vitec acquires OTT tech vendor T-21 Technologies

fiercevideo | January 28, 2019

Video encoding and streaming solutions company Vitec is sharpening its focus on OTT products for broadcasters by acquiring OTT tech vendor T-21 Technologies.The companies did not disclose financial terms for the transaction.Kevin Ancelin, founder and CEO of T-21 Technologies, will join Vitec as vice president of worldwide broadcast sales.“The acquisition of T-21 brings Kevin’s 32-year industry experience and knowledge to Vitec as we expand our product and strategy focus on the broadcast market,” said Mark D’Addio, senior vice president at Vitec, in a statement. “His expertise in product and market development will expedite our new product roadmap and sales efforts for leading broadcasters worldwide.”“I look forward to this new chapter and challenge in my career. Vitec’s technology and dedication to the IP video market is unmatched,” said Ancelin in a statement. “With Vitec’s GEN2+ innovation, the MGW Ace portable hardware encoder delivers no visible latency for the most sensitive video quality and low latency applications. As we develop our next generation of products and marketing, with a focus on broadcast applications, GEN2+ will further transform the contribution market.”

Read More

Business

Entravision adds Entravision Plus for Local Hispanic Reach Optimization

Entravision | February 21, 2023

Entravision, an advertising, media, and technology solutions provider, has recently launched its new solution Entravision Plus, enhancing the local Hispanic reach of companies through connected TV, CTV, and over-the-top OTT, streaming. It leverages performance-based data insights from Spanish-language publishers to optimize digital advertising outcomes. It has added Entravision Plus to its full suite of digital solutions for OTT, CTV, digital audio ads, display ads, SEM, digital out-of-home, Facebook, Instagram, TikTok, YouTube Ads, Branded Content and Email Marketing, along with its television and radio services. It was found that about 90% of Hispanic consumers stream video on smart devices. This data is approximately 10% more than the video streaming behavior of non-Hispanic consumers. Additionally, on average, the Hispanic consumer spends about 26 hours per month on online video-watch. This states that they spend approximately seven hours more watching videos online than U.S. consumers on average. These statistics show that the rising Latino local household consumers can be targeted and reached through television advertising and Entravision Plus online video products. General Manager of Entravision US Digital, Jessica Martinez, said, “Advertisers need to reach their consumers. We can now offer our clients the ability to reach consumers not only through our television and radio assets, but also through an array of digital products.” She added, “Entravision Plus – our newest offering – provides advertisers with unique targeting, competitive ad separation and insightful analytics to reach all segments of the Latino consumers. We are excited to provide this premium solution, along with television and radio, to meet the needs of an evolving market. By leveraging Entravision Plus, we anticipate that our customers’ businesses will stand out and grow faster than ever before.” (Source – Business Wire) About Entravision Headquartered in Santa Monica, California, Entravision, an advertising company, provides solutions for digital marketing, social commerce, CTV, application performance, audio programmatic services, Latam, VAS, user acquisition, growth, marketing automation, local marketing, content marketing, data services, mobile advertising and marketing, and media networking. It has been connecting advertising brands with consumers through media, ad tech, commerce and advertising solutions on different platforms and publishers. It partners with companies like TelevisaUnivision, LinkedIn, Spotify, Twitter, Facebook, TikTok and Grab for sales operations and financial and commercial services.

Read More

Facebook Acquires Cloud Video Gaming Company PlayGiga

thurrott | December 19, 2019

Facebook seems to be working on a new vision for its gaming products. The company may not be a huge player in the gaming industry, but it has invested a ton into its gaming products for years. And now, Facebook has acquired Spanish cloud video gaming company PlayGiga to further expand its gaming efforts. The company confirmed the acquisition to CNBC, though it declined to reveal any details about the acquisition. Facebook was rumored to have acquired PlayGiga last week by Spanish business newspaper Cinco Dias. The acquisition reportedly cost Facebook approximately 70 million euros. PlayGiga previously ran a cloud gaming service in Europe after being founded in 2013, though the company’s service failed to gain any traction. “We are excited to announce that the PlayGiga team is moving on to something new. We are continuing our work in cloud gaming, now with a new mission. We want to thank all of our partners and customers for their support over the years,” PlayGiga said on its website.

Read More

Vitec acquires OTT tech vendor T-21 Technologies

fiercevideo | January 28, 2019

Video encoding and streaming solutions company Vitec is sharpening its focus on OTT products for broadcasters by acquiring OTT tech vendor T-21 Technologies.The companies did not disclose financial terms for the transaction.Kevin Ancelin, founder and CEO of T-21 Technologies, will join Vitec as vice president of worldwide broadcast sales.“The acquisition of T-21 brings Kevin’s 32-year industry experience and knowledge to Vitec as we expand our product and strategy focus on the broadcast market,” said Mark D’Addio, senior vice president at Vitec, in a statement. “His expertise in product and market development will expedite our new product roadmap and sales efforts for leading broadcasters worldwide.”“I look forward to this new chapter and challenge in my career. Vitec’s technology and dedication to the IP video market is unmatched,” said Ancelin in a statement. “With Vitec’s GEN2+ innovation, the MGW Ace portable hardware encoder delivers no visible latency for the most sensitive video quality and low latency applications. As we develop our next generation of products and marketing, with a focus on broadcast applications, GEN2+ will further transform the contribution market.”

Read More

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