How pay TV operators can improve their customer service paid Oracle
into their systems and, in particular, their set-top boxes, pay TV companies can make the experience of using their services more satisfying and less frustrating. At the same time, they can cut their customer service costs and reapportion resources in more efficient ways.Pay TV companies need to listen more carefully to the frustrations customers are experiencing with their most basic functions: installing the service, addressing hardware problems and keeping the network up and running.
If customers experience problems with their set-top boxes, the IoT sensors will help service providers determine where those STBs are located and understand why they’re malfunctioning. A field service agent who knows what the problem is and how to fix it before knocking on a customer’s door will be much more effective, reducing customer inconvenience and cutting time spent on each assignment.
It’s also a good way to build loyalty. Predicting the malfunctioning of a set-top box and replacing it before the customer experiences problems with the service will go a long toward turning around a pay TV provider’s negative customer service reputation.Despite predictions of its demise, the set-top box is alive and well.
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