Paywizard, the subscription, billing and customer relationship management (CRM) specialist, has today announced a new strategic partnership with Massive Interactive, experts in targeted user experiences for multiscreen video services. The collaboration will enable operators to use rich data insight and predictive analytics to more effectively target subscribers and tailor the UI at the eight key ‘Decision Moments’ in the customer journey; Find, Join, Consume, Upgrade, Downgrade, Bill, Leave and Win Back.
“By providing a targeted experience where the right offers, recommendations, promotions and assistance are presented to specific users, at a precise time; operators can engage their customers with the service offering that is most relevant to them,” Bhavesh Vaghela, Paywizard’s Chief Executive Officer. “Paywizard and Massive can now provide over-the top (OTT) operators with a sophisticated workflow that optimises targeted User Experience (UX) – ensuring better customer engagement while ultimately increasing average revenue per user and reducing churn.”
Ron Downey, Chief Executive Officer and Co-founder of Massive, adds: “By combining Paywizard’s intuitive ‘Decision Moments’ dashboard with Massive’s ‘Segmentation Tags’, we have been able to create a workflow that enables operators to engage users proactively through the UI. This solves some of the most common challenges faced by providers, such as pre-empting churn by offering a more appropriate package to a wavering subscriber.”
Through the new combined solution, operators will be able to utilise Segmentation Tags via Massive AXIS – a world-first targeted UX product – in conjunction with Paywizard’s Agile platform and expertise on subscriber decision-making and transactional behaviour. Rich insight from the Decision Moments dashboard within Agile, tracks when a subscriber interacts with a Pay TV service then can trigger a change in the front-end UI via Massive AXIS depending on a customer’s stage in their viewing journey. This detailed, data-driven personalisation will strengthen the customer’s experience and therefore their engagement with the service, allowing operators to maximise customer acquisition and retention, achieve optimum commercialisation and increase average revenue per user (ARPU).
The customer experience element of a provider-subscriber relationship has become the most critical consideration for most OTT services. Global research published by Paywizard earlier this year revealed that failure to understand a customer – and to provide a consistently positive customer experience as a result – can have a fatal impact on a subscriber relationship. A quarter of the 6,200-plus consumers surveyed had cancelled a digital Pay-TV service as a result of poor customer experience, while close to half had retained a subscription they considered terminating because of positive factors such as attention to customer needs, understanding of preferences, spot-on content recommendations, response to changes in usage and package flexibility.
“Taking a data-driven approach to managing relationships and engagement with their customers enables operators to better understand and meet their customers’ needs and behaviours – and deliver a consistently positive customer experience,” Vaghela notes. “The more data insight and analytics that are available to the operator, the more likely it is that they are able to create a more targeted and relevant user experience, which can drastically impact their relationship.”
Downey adds: “Our partnership with Paywizard delivers a combined platform solution that allows operators to pre-empt behaviours. Leveraging our collective expertise, this segmented and personalised solution provides operators with an in-depth view of the key decision-making moments in their customers’ journeys and in doing so, the potential to be one step ahead and reduce churn.”
Visitors to the Paywizard booth (14.F32) and Massive booth (14.B20) at IBC 2017 can experience joint presentations of the new solution. If you are interesting in booking a demo at the show, please click here.