How can you use customer service technology to increase engagement in the broadcasting industry?

Customer service technology can help you create a more engaging and personalized experience for your audience in the broadcasting industry. Whether you are a TV, radio, podcast, or streaming service provider, you can leverage various tools and platforms to connect with your customers, understand their preferences and feedback, and deliver relevant and timely content. In this article, you will learn how to use customer service technology to increase engagement in the broadcasting industry.

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1 Chatbots and Messaging Apps

One of the most popular and effective customer service technologies is chatbots and messaging apps. Chatbots are software programs that can simulate human conversations and provide instant and automated responses to common queries and requests. Messaging apps are platforms that allow you to communicate with your customers via text, voice, or video. You can use chatbots and messaging apps to provide 24/7 support, answer FAQs, collect data, offer recommendations, and drive conversions. For example, you can use a chatbot to help your customers find and subscribe to your shows, or use a messaging app to send personalized notifications and reminders.

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Rajiv Unnithan

National Manager at DocOnline
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In today's day and age, creating awareness about a program or content is the key. If the content is liked by a majority, today world is a global village ànd within no time the word spreads and the content is viewed across continents by millions of viewers. For generating a fan following and to consistently dole out similar content which is liked by maximum audiences, such tools as chat bots, messaging apps, video messaging helps in ensuring the interest levels are kept up and frequent messaging is reaching the audiences in time.

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Keran Kumarr

Consultant
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Interactive Voice Response (IVR) Systems: Implement IVR systems to efficiently handle incoming viewer inquiries and provide them with options to navigate through different services or programming options. IVR can offer personalized recommendations based on viewers' preferences and history. Augmented Reality (AR) and Virtual Reality (VR) Experiences: Incorporate AR and VR technologies to create immersive and interactive experiences for viewers. These technologies can be used to offer virtual tours of broadcasting facilities, behind-the-scenes content, or interactive storytelling experiences that captivate and engage viewers.

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DIPAK RAUTELA

Enterprise B2B Enterprise Sales & Business Growth || Omnichannel Customer Experience (CX) Specialist || Conversational AI || CPaas || SaaS || MarTech |
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Opt for the right technology such as ai chatbots or CRM tools, and seamlessly blend them with your broadcasting channels. Offer comprehensive training to your team members. Launch marketing campaigns to inform customers about the latest services while interacting with them directly on social media platforms for immediate communication. Keep a close eye on crucial indicators such as the engagement rate and how quickly responses are provided to evaluate the technology's effectiveness. By focusing on enhancing customer service through technology, broadcasters can foster significant connections, leading to increased engagement and greater customer satisfaction.

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2 Social Media and Online Communities

Another way to use customer service technology to increase engagement in the broadcasting industry is to leverage social media and online communities. Social media and online communities are platforms that allow you to interact with your customers, share content, gather feedback, and build loyalty. You can use social media and online communities to create a buzz around your shows, encourage user-generated content, solicit reviews and ratings, and foster a sense of belonging. For example, you can use social media to live-tweet your episodes, host Q&A sessions, or run contests and giveaways. You can also create online communities where your customers can discuss your shows, share tips and insights, and access exclusive content.

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Rajiv Unnithan

National Manager at DocOnline
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Social media platforms or communities like LinkedIn, X, Facebook, YouTube, Instagram helps in generating views, viewpoints getting shared on a particular topic of great relevance and provides a slice on how current society thinks on the topic or message. You get insights, tips that can prove helpful for various individuals, cooperatives, Govts who also utilise such platforms to share their messages or spread the word on their work.

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3 Voice and Video Technology

Voice and video technology is another customer service technology that can help you increase engagement in the broadcasting industry. Voice and video technology is the use of audio and visual tools and devices to communicate with your customers, such as smart speakers, voice assistants, webcams, and VR headsets. You can use voice and video technology to offer a more immersive and interactive experience, enhance accessibility and convenience, and differentiate your brand. For example, you can use voice technology to enable your customers to search and play your shows with voice commands, or use video technology to create virtual reality or augmented reality experiences for your shows.

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4 Analytics and AI

Finally, you can use customer service technology to increase engagement in the broadcasting industry by using analytics and AI. Analytics and AI are the use of data and algorithms to understand your customers, optimize your processes, and improve your outcomes. You can use analytics and AI to segment your customers, personalize your content, predict their behavior, and measure your performance. For example, you can use analytics and AI to track your customers' preferences, habits, and feedback, and use that information to tailor your shows, ads, and offers. You can also use analytics and AI to forecast your demand, optimize your scheduling, and evaluate your results.

Customer service technology can help you increase engagement in the broadcasting industry by providing a more engaging and personalized experience for your customers. By using chatbots and messaging apps, social media and online communities, voice and video technology, and analytics and AI, you can connect with your customers, understand their needs and wants, and deliver relevant and timely content. By doing so, you can increase your customer satisfaction, loyalty, and retention, and grow your audience and revenue.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use customer service technology to increase engagement in the broadcasting industry?

1

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1 Chatbots and Messaging Apps

2 Social Media and Online Communities

3 Voice and Video Technology

4 Analytics and AI

5 Here’s what else to consider

Service Operations

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How can you use customer service technology to increase engagement in the broadcasting industry?

1

2

3

4

5

1 Chatbots and Messaging Apps

2 Social Media and Online Communities

3 Voice and Video Technology

4 Analytics and AI

5 Here’s what else to consider

Service Operations

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