YouView is a TV on – demand platform, providing consumers access to channel services such as NetFlix & BBC.
With over 10,000 a week new sign – ups a week, we worked with YouView to refresh their existing customer support processes with the Service Cloud.
The solution comprised of 2 main components;
The first was to redesign the support website to more effectively interact with Sony’s set top box technology & mobile devices.
The second was to implement a custom LiveChat solution, connected with GetFeedback. This stored Customer Satisfaction surveys, and also acted as a lead generation tool – checking to see if an email address exists within a contact, and creating a contact if not.