Video Session Tracking for Customer Care
Discover customer issues and provide valid solutions
Give your support team full visibility of issues and each user’s activity. Track your users session by session.
Improve first-time resolution rates
View all relevant customer information in the system during customer calls. Increase your first-time resolution rates.
Shorten customer calls
Reduce call times by having all relevant customer, usage data, and ticket info on hand when customers call.
Prevent calls and increase customer satisfaction
Make customer care a self-care experience. Obtain relevant customer QoE insights to increase customer satisfaction in terms of customer care.
Track all video plays
Gain full real-time visibility over users’ activities from a unique ‘per view’ timeline. Get info on ads, all metadata, view specifics, events and renditions consumed. Integrate video session tracking.
Understand and manage customer needs
Enable your first-level support teams
Address user-specific tickets without support from engineering.
See call reasons before the customer explains the symptoms
Run a high-quality customer-service. Debug very specific use cases when downloading all related data.
Solve customer issues immediately
Have all data available in real-time. Help your customers right away and take your customer care to the next level.
With NPAW we can identify which streaming errors have the biggest effect on perceived quality by quantifying the number of users affected. For us, this information is vital when prioritizing troubleshooting and optimizing efficiency across our teams.
Daniel Bravo Ruiz
Director of Operations Entertainment Services
Improve agent efficiency
Solve problems quickly and efficiently
Avoid customer frustration with your service. Focus on solving issues and core reasons behind tickets.
Reduce costs in customer care
Clearly identify the issue when a customer calls. Reduce call lengths and save money.
Professionalize your customer care
Use data to give your customer care team visibility on customer issues. Arm your team with knowledge to improve service.
Provide exceptional support
Be aware of your customer engagement rate when they call.
Know your customer’s satisfaction whenever they get in touch. Use engagement rates to improve customer care.
Surprise and engage your customers
Avoid poor customer care tickets and processes. Help your customer care team identify customer problems and solve them.
Increase your customer lifetime revenue
Solve customer issues before calls. Satisfied customers spend more and churn less.
Improve your Customer Care with NPAW
Contact us to receive a free product demo. Discover how to improve your customer care.