Expert Solutions For
Cable & Media Streaming
Riptide empowers media, streaming, and cable companies to reduce churn, increase ARPU, and deliver personalized experiences that resonate.
Optimize Experiences that Keep Viewers Tuned In
By combining operational data with subscriber feedback, we surface the moments that matter — and help you act fast to improve them.
Key Solutions
- Equip account managers, contact center and field service teams with real-time signals to improve service and satisfaction
- Use AI to uncover patterns and identify high value improvements that matter most
- Link feedback to content themes, user experience and to drive process improvements
- Drive reductions in truck rolls, subscriber churn and improve first contact resolution
- Close the loop with your subscribers and understand how to de-escalate problems and arm your front-line reps with tools to resolve issues the first time
Prioritize what matters most to customers
Delight customers by responding to their needs with the same speed, interactivity, and connectivity they get from your network
Listen and learn to strengthen customer loyalty
- Combine operational, customer, and experience data to identify promoters and detractors to understand how to move the needle in the right direction.
- Use the power of AI to analyze signals across the entire customer journey — accessing the insights you need without a heavy strain on human capital.
- Engage employees to identify and break down barriers to job satisfaction and excellent customer service delivery
Extract greater value from your feedback
Act on real-time subscriber and employee signals to transform the user experience and drive revenue and retention at every point in the journey
- Use speech or open-text feedback to learn the content themes and concepts that drive the greatest ROI.
- Discover actionable suggestions for better content curation, personalization, and user interface improvements.
- Combine feedback data from all sources to build a complete view your service organization that enables coaching and upskilling to provide the best experience.
Build trust and transparency by taking effective action
Only 42% of organizations quickly take action based on customer and employee feedback. When you shorten the window between insights and action you build employee trust and foster innovation.
Empower leaders across departments with alerts and intelligence needed to act confidently. Our cutting-edge AI, text analytics and proprietary sentiment engine, do the heavy lifting and surface insights from across departments, channels and signal sources, so you can see where and how to improve.
Gain an edge by linking customer and employee experience insights
Your employees are responsible for delivering on your customer experience vision and are intimately aware of what is or isn’t working. Seamlessly bring together customer and employee experience data into one dashboard to understand key themes hindering or helping employees from delivering on that vision every day.
Empower all teams, customer-facing or not, with insights that link their role to customer experience and ultimately business outcomes.
