Customer Relationships Defined by Customer Success

Customer loyalty is nirvana for any business. In the pay TV business, subscriber loyalty is measured by churn rates. For the technology providers supporting pay TV, customer loyalty is earned through developing trusted relationships.

While sales are the starting point for any relationship, business partnerships are sustained through the actions of customer support teams. At Amino we forge lasting relationships with our customers that start with a commitment to enabling our customers to create value and optimize their use of our products.

With our support agreements, customers gain access to a talented global team of high skilled support engineers. Our customer success program is designed to deliver deep knowledge of our products combined with a genuine interest in helping our customers exceed expectations. This requires our support team to not only understand our customers’ operational architecture, but their goals in delivering video services to their subscribers and the expectations of those consumers.

Video delivery is enabled by integrating a variety of hardware, software and network elements. Our support team has the depth knowledge to understand each of these elements and quickly identify what may be causing an issue. They take a 360º view of issues with expertise built through engagement with technology partners as well as our product engineering team. The result is the ability to diagnose and resolve any concern without our customers incurring incremental charges.

But this knowledge is nothing without a strong relationship with our customers. Amino’s support team has built and continues to build lasting relationships by aligning with customer goals. They build trust by setting expectations and fulfilling commitments. Their performance is focused on ensuring that our customers understand our products, how they integrate with the overall video supply chain and how to optimize product value and functionality.

This is the foundation for building and maintaining customer relationships. This is how we define success. With this approach, we earn customer loyalty.

 

Alonso Reymer
Global Head of Customer Support