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This will naturally mean increased needs in terms of customer service and technical support, but with Live Chat’s pay as you grow subscription model, Roku will easily be able to add more operators.Vincent has also asked questions about Live Chat plans regarding development of more advanced reporting and statistics features – Roku’s need for measuring all dimensions of their chats combined with further development of management options for multiple teams create a challenge and become one of directions for Live Chat’s improvements in 2012. Since launching the first Netflix streaming player in 2008, Roku has delivered streaming entertainment to more than one million customers in the U. It features more than 350 entertainment channels including Netflix, Amazon Instant Video, Hulu Plus, Pandora, Angry Birds and HBO GO.Time was an important factor as the selected solution needed to be deployed immediately.Vincent specified, that the live chat tool would be just one of 5-6 systems the agents will be using, so the software would have to be stable and to work quickly.There's actually little comparison when you consider Fyre TV is the only porn pay per view service sophisticated enough to allow you to stream porn DVDs to any device.
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By the end of 2010 Roku sold its 1 millionth box and its revenues surpassed million. But the accelerated growth of the customer base also meant a significant demand in customer service.
Roku management knew well they needed to distinguish their product from their largest competitors and that is why one of the most important points of Roku’s strategy was to make customer service their main advantage.
Since online chat is only one of several internal systems used at Roku to make agents’ work easier more of Live Chat’s features are used, for instance customer ID provided in the pre-chat form is automatically passed further and used by the internal systems.
Roku utilizes help desk integration to display chat invitations in Zendesk and automatically pass the chat transcript to the CRM.
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