A leading OTT platform specializes in providing a diverse range of content in regional languages, catering to the entertainment needs of audiences who prefer media in their native languages. The platform offers a wide variety of shows, movies, and other content that reflects local cultures and preferences.
A leading OTT platform specializes in providing a diverse range of content in regional languages, catering to the entertainment needs of audiences who prefer media in their native languages. The platform offers a wide variety of shows, movies, and other content that reflects local cultures and preferences.
The company faced major challenges in handling various user issues, such as canceling auto-pay and trial subscriptions, assisting with refunds, and explaining different offers. The need to address queries in regional languages like Haryanvi and Rajasthani, due to the predominantly regional user base, made it even more difficult for the company to setup dedicated regional calling teams and connect with their users.
To overcome these challenges and bridge the gap, the company teamed up with Futwork. Futwork team devised a structured solution involving skilled agents and tech integrations to efficiently address user queries promptly.
Futwork's Solution Included:
Training and Deploying Skilled Agents: Ensuring agents are capable of resolving customer queries satisfactorily.
Implementing an IVR System: Collecting user language preferences and specific issue types to streamline the query resolution process for agents.
Establishing a Real-Time Lead Data Flow System: Enabling Futwork agents to promptly follow up on user queries.
Setting Up a Post-Call IVR System: Tracking and monitoring user satisfaction based on the resolutions provided.
This partnership successfully addressed the barriers between the brand and its users, resulting in improvements in key metrics such as:
Turn Around Time:
The Futwork team reaches out to users in less than 2 minutes after they share their information during the IVR call.
Connection Rate: Approximately 80% of leads are successfully connected each day.
Query Resolution: Around 70% of cases are resolved over the calls daily.
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