How many times have you sat on hold with your cable company, only to be rerouted to three different agents and not even have your issue addressed? Too many.
That’s why we are proud to be working with Sling TV. They are already a leading provider of over-the-top live and on-demand TV, and now they offer on-demand customer engagement.
With more than 700 channels in over 20 languages, Sling prides itself on offering choice to its more than 2.2 million customers. Sling came to us because they want to be available anytime their customers are watching TV, which is basically all the time. And now, by leveraging Pypestream’s Robotic Engagement Automation solution that combines conversational experiences with messaging, AI and backend integrations into their existing systems, Sling was able to transform into an always-on customer care enterprise.
It was also important to Sling that their customers are allowed access to customer service via the device of their choice. “If you’re streaming on a Roku or an Apple TV, you want to get help on that device,” said Seth Van Sickel, Director of Operations at Sling TV at a recent panel during the Enterprise Connect conference in Orlando.
So now, via Pypestream’s pypes, customers can get answers to a range of questions, from how much their bill is and where to find the next cult following show to performing actual transactions, all from within the Sling platform.
“Sling TV has been a trailblazer in providing customers with innovative, a la carte TV so adding the highest level of customer interactivity and direct communication just extends their commitment to giving its subscribers the best overall experience,” said Richard Smullen, CEO and founder of Pypestream. “Since being ‘Pyped’, Sling has seen faster resolutions, increased customer satisfaction and overall service that is shaking up the industry. All I can say is that it’s great news for consumers who can now engage with brands in ways not possible before.”
The cable industry isn’t known for being the most helpful to its customers, and we’re proud of Sling TV for making customer experience a priority.
“The ability to connect with new and existing customers through messaging and provide fast and accurate service will remain a critical component in Sling TV’s quest for continued excellent customer engagement,” said Seth Van Sickel, Director of Operations at Sling TV. “As we move forward with increased offerings, Pypestream will enable us to scale our personalized, on-demand customer service while maintaining high service levels.”
Originally published in Loyalty360.