Tailored Conversational Support catered to meet the needs of the modern UK film audience.
Due to an increase in the number of on-demand online services, consumer expectations regarding quality of service and support are high - and this should all be just a click away. If the BFI player was to be a success, it had to meet this expectation.
The Chat Shops Conversational Support solution catered to this by providing efficient, effective, and empathetic real-time support - to resolve, retain and delight customers 24/7 at scale. And with the experience of managing more than three million online conversations with Native English conversation agents - it was the perfect partnership.
When we build a customer service and technical support model, we start from the ground up - with the customer journey at the heart of its development. As the BFI Player was a brand new offering, we needed to build a model for engagement that included FAQs and mapped out the user journey - identifying conversations that could occur along the way.
From the very beginning of the implementation, The Chat Shop were able to apply Conversational Support best practices to The BFIs’ customer service strategy, including:
- Creating a bespoke Knowledge Bases portfolio to educate our team on handling complex technical and support queries for the BFI player.
- In-house training and testing methodologies to ensure that chat experts could engage meaningfully with BFI Player’s customers on over 100 FAQs, troubleshooting, connection problems, and payment and refund issues - all while delivering exceptional customer experience.