On Point Podcast

You already know that video is an effective way to tell a story. You already know that personalization is a compelling consumer-facing strategy. You already know that effective use of data has great potential. What if you combined all three? Enter SundaySky. In this podcast, Jim Dicso with SundaySky describes how smart video provides a personalized one-to-one storytelling experience. For example, insurance companies are using smart personalized video to help upsell single-policy customers, or provide a series of videos tracking a claim. This is fascinating stuff and may leave you asking, “How do they do that?” According to Jim, “This is only the beginning of how the future will be influenced by personalization, video, mobile.” It is difficult to use words to describe what is best experienced through video so we’d suggest you listen to this podcast and then visit the SundaySky website.

Where to Find Proactive Customer Service Opportunities

AT&T is utilising SundaySky’s SmartVideo technology to proactively minimise ‘bill shock’, for their new and returning customers. This results in a significant number of inbound calls. Implementing this strategy has allowed AT&T to realise a material reduction in inbound calls, a significant increase in the uptake of value enhancing services, like paperless billing, and an increase in their NPS scores.

Where to Find Proactive Customer Service Opportunities

AT&T is utilising SundaySky’s SmartVideo technology to proactively minimise ‘bill shock’, for their new and returning customers. This results in a significant number of inbound calls. Utilising SundaySky’s technology, each new and returning customer receives, along with their bill, a link to a personalised video that uses their actual bill and their specific data and explains all of the different elements of the bill. Implementing this strategy has allowed AT&T to realise a material reduction in inbound calls, a significant increase in the uptake of value enhancing services, like paperless billing, and an increase in their NPS scores.

3 Fail-Proof Personalized Marketing Tactics to Try

While there is little doubt that personalization will be one of 2015’s hottest topics, it is important that Web professionals use this tactic holistically – from implementing technologies that will create more relevant website experiences for site visitors to crafting personalized marketing experiences for every stage of the customer journey. One way marketers can create a personalized experience for prospects at every stage of the customer journey is with personalized video.

Where to Find Proactive Customer Service Opportunities

This second article in a three-part series explores where customer service opportunities lie and provides some examples of companies that are experiencing great results via their proactive strategies, such as AT&T’s use of personalized video technology to proactively minimize ‘bill shock’, for their new and returning customers.