Media and Entertainment

Our client needed support in inbound management to optimize retention and customer care processes for the Italian and Spanish markets. The objective was to enhance customer interactions, streamline service workflows, and improve overall engagement across multiple touchpoints.

We implemented these key activities:

• Inbound contact management across Voice, Chat, and Email channels.
• Customised offer management for customers requesting to unsubscribe, tailored based on contract type, content interests, and loyalty.
• Support in reviewing and optimizing retention processes.
• Assistance with service requests, including streaming issues and social interactions.
• Enhancements to the Contact Management platform (SF Service Cloud) and development of dynamic scripts for integration into Knowledge Management
• Social media management for the Spanish market.