Video-Powered Experiences for Telecommunications

Every moment counts. Strengthen valuable, long-term relationships at key moments of consequence across customer journeys. Leading wireless carriers and MSO providers transform CX with video-powered experiences that deliver breakthrough outcomes, including: a 23% reduction in early life churn, a 19% reduction in service calls, and a 48-point improvement in Net Promoter Score.

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Convert New Customers

Guide your new customers at every moment of choice and consideration in their purchase journey, easing their path and creating genuine and lasting relationships. Individualized video-powered experiences respond to each new customers’ specific needs and wants, and help explain brand value and differentiation as they progress from new to loyal customer.

Video-Powered Experiences Deliver Breakthrough Outcomes:

  • Increase brand and product awareness
  • Drive conversion rates while lowering cost per acquisition
  • Accelerate purchase flow and buyer consideration

See Cox’s video-powered advertising experience at a moment of customer choice >

Welcome & Onboard Customers

Every new customer deserves a warm welcome. Individualized video-powered experiences address every moment during the onboarding process to make new customers feel cared for and at home. Brands and service providers can combat buyer’s remorse by communicating benefits and value at the right times, and proactively minimize complexity by providing education on digital tools and resources to set expectations for the new relationship and improve customer retention.  

Video-Powered Experiences Deliver Breakthrough Outcomes:

  • Reduce call volume and contact center costs
  • Reduce pre-install cancel rates
  • Reduce common friction points in the customer journey that result in early lifecycle churn
  • Increase self-service tool adoption like paperless enrollment and autopay

Explore how Verizon wins at welcoming new customers >

Support Billing

Video-powered experiences proactively clarify moments of confusion around billing complexity by explaining how a bill is structured, recent changes to plans or coverage and by providing instructions for setting up payments. By providing individualized customer support in an easily digestible manner, moments of doubt and stress are turned into positive and comforting interactions.

Video-Powered Experiences Deliver Breakthrough Outcomes:

  • Reduce inbound call volume and related expenses
  • Increase uptake on services like autopay and paperless billing
  • Reduce the cost of care and early churn

See how Comcast Xfinity clarifies billing at a moment of friction >

Provide Customer Care

Provide unsurpassed care to customers when they need it most. Alleviate moments of friction by troubleshooting service issues and provide on-demand assistance at any time using video-powered experiences, fostering trust, brand loyalty, and ensuring positive results.

Video-Powered Experiences Deliver Breakthrough Outcomes:

  •     Lift in Net Promoter Score (NPS)
  •     Reduce inbound call volume and related care expenses
  •     Reduce the cost of care and early churn

Grow Customer Loyalty

Video-powered experiences foster loyalty by providing customers with the knowledge they need to understand the full value and benefits in a moment of indecision. Whether it’s time to renew a contract or promote an upgrade, convey the full value of benefits and help smooth the moment of choice with the perfect recommendations

Video-Powered Experiences Deliver Breakthrough Outcomes:

  • Increase Customer Lifetime Value (CLV)
  • Increase brand footprint in a household
  • Reduce customer churn

Resources & Blog Articles for Telecommunications

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Cox Communications: Driving Conversions While Lowering CPA on Facebook

Read how Cox Communications drives customer acquisition at a highly effective cost per order with personalized video advertising on Facebook.

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Telecoms and MSOs getting sticky cover photo
Blog Post

Getting Sticky With It: MSOs And Telecoms Must Get Personal To Keep More Customers

In the age of the customer, it is more important than ever to provide personalized experiences at all touch points in the consumer lifecycle. MSOs and telecoms have the unique opportunity to do this with personalized video.

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How Telcos Can Derive More Value From Personalized Advertising

Explore how leading telcos are driving more value with deeper personalization and targeting within their ad programs.

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