Customers at centre of Kayo, says CEO.
95% of Kayo customers who visit its Help centre are using self-serve tools to resolve their issues.
- Published by David Knox
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- Filed under Streaming
95% of Kayo’s 443,000 customers who visit its Help centre are using self-serve tools to resolve their issues.
The numbers were released by Kayo CEO, Julian Ogrin speaking at the annual Dreamforce Conference in San Francisco.
Of the number that require further help, approximately 40% are being managed through Kayo’s support channel augmented by ‘Einstein Bots,’ which can escalate complex cases to customer service agents.
“At Kayo, every single person is a customer service champion. I am, the content team is, our tech developers are – the customer is always the reason and the why for what we do,” Ogrin said.
“When you look at what we have achieved in under 12 months, you can see we have built a platform and a strategy that is customer future focused.
“We know we have a great product that is providing Australians a new way to experience sport, with over 99 per cent of customers enjoying live and HD quality streaming, issue free, whether watching on the go with their mobile or the big screen TV.”
Kayo Sports plans to have 100 per cent self-service and customer support automation.
“What’s important to highlight is how engaged our audience is. We would have arguably the most connected customer base of any streaming service in the world. Customers are watching seven sports a week and streaming an average of 5 hours and 20 minutes,” Ogrin said.
“When we started the Kayo journey, we looked at how we can deliver a platform that served the Kayo customer now and importantly, how it served the customer of tomorrow.
Kayo partners with both SalesForce for its customer service strategy and Streamotion for its tech platform.
“From ground-breaking features like our SplitView, which allows a customer to watch up to four live events at the one time on the one screen, to Kayo Minis, which provide short recaps of all live action in ‘watch on the go’ style -– we are continually enhancing and iterating our service to meet our customer’s needs and the needs of the future customer,” Ogrin added.
“And we are just getting started.”
3 Responses
If only they could give same effort to the lame Foxtel Now!
If possible I would suggest that Kayo subscribers use an ethernet connection from a modem to get a more stable stream but for those with good broadband it works fine (most of the time) on a WiFi network.
It must be a business conundrum for Foxtel maintaining Fox Sports on its set top box network when Kayo has more sports choices and better HD picture clarity, without the extra charge for 4K.
Sooner or later the improvements in UHD formats and streaming tech will remove set top box pay TV all together as SVoD statistics show overseas. Kayo have a good product but it will always need updated content and tech improvements to keep current but doing that without increasing pricing to unattractive levels will be a challenge.
While they started off with a lot of bugs, bad design choices, and lack of features; they’ve really listened to customer feedback and have made a whole bunch of great improvements. It’s quite a nice, smooth running streaming service now. I was almost ready to give it up at the start, since it was so frustrating to use (especially with a Chromecast), so I’m happy they’ve fixed it all up! As long as they keep on listening to feedback, they will continue to get my service.