Showtime’s streaming business has surged over the past couple of years. Showtime now supports streaming content through an ever-growing network of partners and smart devices. Showtime makes their content available via subscriptions, partner bundles, and one-off pay-per-view events. While adding millions of new subscribers is great for business, it also comes with a few challenges.
Over the past year, Showtime has doubled the number of supported devices customers can use to stream content. They bundled Showtime content access with other streaming providers. And they streamed six different live boxing events with a pay-per-view pricing model. As all the technical and commercial variables exploded, it became exponentially more confusing for support reps to learn and support all the complexity. And customer support didn’t have the luxury to train users for a month before they hit the desk before a boxing match.
“FlowEQ makes it easy to scale up new agents and make them productive in days instead of weeks.”
Bradley Weissman knew they would need to find a way to scale up customer support, especially during the pay-per-view surges. As Senior Manager Customer Care, Bradley knew he wanted a strong decision tree solution that could work within their existing Zendesk customer service platform. Bradley searched the Zendesk Marketplace for integrated decision tree solutions and found FlowEQ. The rest is an online streaming industry customer service success story.
