When you first begin a professional business journey, some aspects of running a company are easier to manage than others. Regardless of industry, a key component of any successful business is a reliable and accessible customer service solution.
When a company is in its beginning stages, a small team can usually handle customer service without much thought due to the smaller demand for those services. But as a business takes off, customer needs will grow and change, and more active attention will need to be put into developing and implementing a smart client support program.
That’s said, one of the most important things to keep in mind when producing any product aimed at people is that, no matter how perfect, user friendly, and customer-centric you think your idea is, there will always be a considerable percentage of end users who will end up having an issue with it. Having a solid customer support team put in place will nearly always solve those problems and will guarantee that your business will grow.
The Most Common End-users Support Requests
Broadly speaking, there are two types of problems your end users are likely to have.
The first type are issues that should have been predicted, but were not. These are issues caused by shortcomings in your product. They can be caused by things like lack of experience, research, testing, insight into the end user’s mindset, etc.
The second type are issues that could not have been predicted. These are issues that mostly arise from the fact that your end users are people and they are not perfect. They can make mistakes. They can be slow learners.
Inadequate handling of end user inquiries related to any of these issues can very easily result in you losing a progressively larger share of your audience. If customers’ support requests aren’t met properly, sooner or later, your customers will stop using your product. Social media has given everyone a voice and the competition in the online marketplace is massive, so there is simply no room for customer dissatisfaction.
However, if you have the knowledge to tackle and prevent these issues, you will be quickly on your way to providing an experience your end users will enjoy and come back to again and again. You end up with happy, loyal customers that love using your product.
How Is InPlayer Evolving the Customer Experience?
At InPlayer we understand these things completely and we take them seriously, which is why we have the market’s leading support.
Our intricate processes are aimed to make sure that our 24/7 support team always provides your customers with exactly the help they need, when they need it.
As soon as you become our client, our support team looks into your specific integration of our platform, foresees any potential issues customers might face, and prepares everything they need to tackle them. This is one of the biggest benefits of having InPlayer as a business partner.
We will not be looking at your setup, notice a potential user experience issue, and accept it as is. We will always point it out to you and tell you exactly what our recommendations for it would be. It’s not about finding faults in your product. It’s about the fact that you’ve entrusted us with your business and we want to make sure that you are providing the best product you can, using our platform.
We are able to do this because our almost decade-long experience has allowed us to have an in-depth understanding of the mindset and expectations of online content consumers.
We know what problems your customers are likely to face. We know what they will ask and how they will ask it. And we know how to respond.
Our Support Center is made to be the main hub for our customer support. It contains answers to all the most commonly asked questions. Although seemingly simple, all answers have been specifically formulated to be as effective as possible. As such, they will provide instant solutions for the majority of your users.
For all other cases, the customers can contact us via the contact form at the bottom right of the page. There, they can let us know if their inquiry is in regards to an event that is happening at that very moment, in which case they will get help in 15 minutes or less.
Our support team is accustomed to handling thousands of end user inquiries a month, from handling issues with accessing the content, clearing up misunderstandings about pricing and usage, as well as dealing with the inevitable twilight zone cases where a customer has experienced something they really shouldn’t have under normal circumstances. Every single one of these inquiries adds one experience point to our belts, all of which will work in your favour as our client.
Cases where a well handled customer support inquiry was the difference between a customer flaming a content publisher on social media, and them praising it, or being prepared to never use a platform again, and then happily returning and even recommending it to their friends, are too numerous to mention.
And all of this is only because we understand two things, one – there will be customers with problems, and two – it feels great when your problem gets solved in the way you expect it to be.
What About InPlayer’s Team Merchant?
In this day and age when entertainment and education can be accessed at the tip of our fingers, it is more important than ever to help streaming service providers in creating and giving customers a positive, distraction-free purchasing environment.
What does a positive purchasing environment mean, in particular?
Simply said, the entire customer experience, from landing on the website where the Premium content is being sold, to account registration, to purchasing and viewing the Premium content, should work in favor of conversion. The role of InPlayer’s Account Managers, or as we like to think of them as the walking book of ideas in our company, are the ones that not only help our Merchants use our platform and paywall independently, but also guide them through the Game of Digital Content Monetization.
To paraphrase one of the most popular shows in TV history “When you play the Game of Digital Content Monetization, you absorb your Account Manager’s advice, or you flop. There is no middle ground!”
Who Are the InPlayer’s Account Managers?
InPlayer’s Account Management team is a group of adventurous, fun-loving, open minded people who work closely together and selflessly share their experience and expertise in digital content monetization with InPlayer’s Merchants, so they can become even better at the Game of Digital Content Monetization than what they already are.
Having worked with streaming services and clients who sell content from different industries, including sport, entertainment and education, each Account Manager has become a monetization expert in their own right for different content lanes. As such, one of the best things we do on a daily basis is sharing the experiences we gain working with clients that belong to these industries amongst ourselves. The reason this is of utmost importance is that fact that when an Account Manager showcases and demonstrates what some of the Merchants they work with have done well to successfully sell their Premium Content online, other members of the Account Management team are able to absorb this knowledge and modify it to suit the needs and monetization scenario of their own Merchants.
In the Account Management team here at InPlayer, there are a set of simple steps which each Merchant should implement on their paywall and website to easily create a positive purchasing environment. We call these The InPlayer Basics.
The reason they are called The Basics is because basics work.
- Your Paywall-protected digital content needs to be the star of the page
Users get distracted online very easily, which is why you should try to keep the page where your paywall is embedded clean, neat and easy to find. Let the simplicity of InPlayer’s technology shine through and help you convert more customers.
- A good branding theme goes a long way
Make the Paywall your own and use our Branding feature to add your own logo and color scheme, so that InPlayer’s technology can fit in with the rest of your website seamlessly.
- What? When? How much?
The majority of your customers will likely have these questions on their mind as soon as they learn about your Digital Content, so make sure you provide answers to them. Use the InPlayer preview to describe what your content is all about; when it will be available and how much will they be required to pay to gain access to it.
Yes, The Basics are a no-brainer, but our Account Managers strongly believe that it is the details and tailoring of the basics that matter most when it comes to creating a positive purchasing environment. Depending on the type of content you are looking to monetize, we can show you how to use these details to your advantage and make the fact you have chosen to work with us truly worth it.
Why Do Merchants Love InPlayer’s Account Managers?
Because we love them back!
Regardless of what you do, if you put enough love, care and energy to it, it is bound to be fruitful and that’s what InPlayer’s Account Managers do for each of our Merchants.
From the moment you become an InPlayer Merchant and you are assigned an Account Manager, the Account Manager will show you what it is you need to do to become successful in the Game of Digital Content Monetization.
They will teach you how InPlayer’s paywall works and how to use every aspect of our platform independently; help you get started; monitor and give you ideas on how to improve your performance; answer questions and provide assistance when you need it, but most of all, they will learn new things every day and share them with so you can provide a stellar purchasing experience.
Customer support is much more than a purchase and an exchange of nice words. What makes or breaks a relationship is the customer service psychology in play. When you understand users’ psychology is when you achieve superb customer satisfaction. And this is exactly what we managed to achieve at InPlayer.
“The platform is easy to use and the InPlayer team is super responsive. Great support both to us as a provider and to our customers as end-users. ”
Brandon Voss, Voss Events
“You’ve been a champion in customer support.”
Mark Armstrong, Melbourne University
“We have been able to significantly decrease our customer support requests compared to events that were previously monetized using other platforms.”
Andrew Weiss, My Sport Live
“ITN Productions commissioned InPlayer to create a striking content hub for the business which centralizes our trusted leading industry news content and services, providing a more interactive and valuable experience for our clients, inspiring engagement and content syndication. The team at InPlayer were a pleasure to work with providing full-service support throughout the project from design and development through to maintenance advice. Their agility, flexibility and reliability ensured the timely delivery of a beautiful content hub that will enhance our customer experience.”
Danielle Tomkins, ITN Productions
TALK TO US
When you first begin a professional business journey, some aspects of running a company are easier to manage than others. Regardless of industry, a key component of any successful business is a reliable and accessible customer service solution.
When a company is in its beginning stages, a small team can usually handle customer service without much thought due to the smaller demand for those services. But as a business takes off, customer needs will grow and change, and more active attention will need to be put into developing and implementing a smart client support program.
That’s said, one of the most important things to keep in mind when producing any product aimed at people is that, no matter how perfect, user friendly, and customer-centric you think your idea is, there will always be a considerable percentage of end users who will end up having an issue with it. Having a solid customer support team put in place will nearly always solve those problems and will guarantee that your business will grow.
The Most Common End-users Support Requests
Broadly speaking, there are two types of problems your end users are likely to have.
The first type are issues that should have been predicted, but were not. These are issues caused by shortcomings in your product. They can be caused by things like lack of experience, research, testing, insight into the end user’s mindset, etc.
The second type are issues that could not have been predicted. These are issues that mostly arise from the fact that your end users are people and they are not perfect. They can make mistakes. They can be slow learners.
Inadequate handling of end user inquiries related to any of these issues can very easily result in you losing a progressively larger share of your audience. If customers’ support requests aren’t met properly, sooner or later, your customers will stop using your product. Social media has given everyone a voice and the competition in the online marketplace is massive, so there is simply no room for customer dissatisfaction.
However, if you have the knowledge to tackle and prevent these issues, you will be quickly on your way to providing an experience your end users will enjoy and come back to again and again. You end up with happy, loyal customers that love using your product.
How Is InPlayer Evolving the Customer Experience?
At InPlayer we understand these things completely and we take them seriously, which is why we have the market’s leading support.
Our intricate processes are aimed to make sure that our 24/7 support team always provides your customers with exactly the help they need, when they need it.
As soon as you become our client, our support team looks into your specific integration of our platform, foresees any potential issues customers might face, and prepares everything they need to tackle them. This is one of the biggest benefits of having InPlayer as a business partner.
We will not be looking at your setup, notice a potential user experience issue, and accept it as is. We will always point it out to you and tell you exactly what our recommendations for it would be. It’s not about finding faults in your product. It’s about the fact that you’ve entrusted us with your business and we want to make sure that you are providing the best product you can, using our platform.
We are able to do this because our almost decade-long experience has allowed us to have an in-depth understanding of the mindset and expectations of online content consumers.
We know what problems your customers are likely to face. We know what they will ask and how they will ask it. And we know how to respond.
Our Support Center is made to be the main hub for our customer support. It contains answers to all the most commonly asked questions. Although seemingly simple, all answers have been specifically formulated to be as effective as possible. As such, they will provide instant solutions for the majority of your users.
For all other cases, the customers can contact us via the contact form at the bottom right of the page. There, they can let us know if their inquiry is in regards to an event that is happening at that very moment, in which case they will get help in 15 minutes or less.
Our support team is accustomed to handling thousands of end user inquiries a month, from handling issues with accessing the content, clearing up misunderstandings about pricing and usage, as well as dealing with the inevitable twilight zone cases where a customer has experienced something they really shouldn’t have under normal circumstances. Every single one of these inquiries adds one experience point to our belts, all of which will work in your favour as our client.
Cases where a well handled customer support inquiry was the difference between a customer flaming a content publisher on social media, and them praising it, or being prepared to never use a platform again, and then happily returning and even recommending it to their friends, are too numerous to mention.
And all of this is only because we understand two things, one – there will be customers with problems, and two – it feels great when your problem gets solved in the way you expect it to be.
What About InPlayer’s Team Merchant?
In this day and age when entertainment and education can be accessed at the tip of our fingers, it is more important than ever to help streaming service providers in creating and giving customers a positive, distraction-free purchasing environment.
What does a positive purchasing environment mean, in particular?
Simply said, the entire customer experience, from landing on the website where the Premium content is being sold, to account registration, to purchasing and viewing the Premium content, should work in favor of conversion. The role of InPlayer’s Account Managers, or as we like to think of them as the walking book of ideas in our company, are the ones that not only help our Merchants use our platform and paywall independently, but also guide them through the Game of Digital Content Monetization.
To paraphrase one of the most popular shows in TV history “When you play the Game of Digital Content Monetization, you absorb your Account Manager’s advice, or you flop. There is no middle ground!”
Who Are the InPlayer’s Account Managers?
InPlayer’s Account Management team is a group of adventurous, fun-loving, open minded people who work closely together and selflessly share their experience and expertise in digital content monetization with InPlayer’s Merchants, so they can become even better at the Game of Digital Content Monetization than what they already are.
Having worked with streaming services and clients who sell content from different industries, including sport, entertainment and education, each Account Manager has become a monetization expert in their own right for different content lanes. As such, one of the best things we do on a daily basis is sharing the experiences we gain working with clients that belong to these industries amongst ourselves. The reason this is of utmost importance is that fact that when an Account Manager showcases and demonstrates what some of the Merchants they work with have done well to successfully sell their Premium Content online, other members of the Account Management team are able to absorb this knowledge and modify it to suit the needs and monetization scenario of their own Merchants.
In the Account Management team here at InPlayer, there are a set of simple steps which each Merchant should implement on their paywall and website to easily create a positive purchasing environment. We call these The InPlayer Basics.
The reason they are called The Basics is because basics work.
- Your Paywall-protected digital content needs to be the star of the page
Users get distracted online very easily, which is why you should try to keep the page where your paywall is embedded clean, neat and easy to find. Let the simplicity of InPlayer’s technology shine through and help you convert more customers.
- A good branding theme goes a long way
Make the Paywall your own and use our Branding feature to add your own logo and color scheme, so that InPlayer’s technology can fit in with the rest of your website seamlessly.
- What? When? How much?
The majority of your customers will likely have these questions on their mind as soon as they learn about your Digital Content, so make sure you provide answers to them. Use the InPlayer preview to describe what your content is all about; when it will be available and how much will they be required to pay to gain access to it.
Yes, The Basics are a no-brainer, but our Account Managers strongly believe that it is the details and tailoring of the basics that matter most when it comes to creating a positive purchasing environment. Depending on the type of content you are looking to monetize, we can show you how to use these details to your advantage and make the fact you have chosen to work with us truly worth it.
Why Do Merchants Love InPlayer’s Account Managers?
Because we love them back!
Regardless of what you do, if you put enough love, care and energy to it, it is bound to be fruitful and that’s what InPlayer’s Account Managers do for each of our Merchants.
From the moment you become an InPlayer Merchant and you are assigned an Account Manager, the Account Manager will show you what it is you need to do to become successful in the Game of Digital Content Monetization.
They will teach you how InPlayer’s paywall works and how to use every aspect of our platform independently; help you get started; monitor and give you ideas on how to improve your performance; answer questions and provide assistance when you need it, but most of all, they will learn new things every day and share them with so you can provide a stellar purchasing experience.
Customer support is much more than a purchase and an exchange of nice words. What makes or breaks a relationship is the customer service psychology in play. When you understand users’ psychology is when you achieve superb customer satisfaction. And this is exactly what we managed to achieve at InPlayer.
“The platform is easy to use and the InPlayer team is super responsive. Great support both to us as a provider and to our customers as end-users. ”
Brandon Voss, Voss Events
“You’ve been a champion in customer support.”
Mark Armstrong, Melbourne University
“We have been able to significantly decrease our customer support requests compared to events that were previously monetized using other platforms.”
Andrew Weiss, My Sport Live
“ITN Productions commissioned InPlayer to create a striking content hub for the business which centralizes our trusted leading industry news content and services, providing a more interactive and valuable experience for our clients, inspiring engagement and content syndication. The team at InPlayer were a pleasure to work with providing full-service support throughout the project from design and development through to maintenance advice. Their agility, flexibility and reliability ensured the timely delivery of a beautiful content hub that will enhance our customer experience.”
Danielle Tomkins, ITN Productions