Highly personalized
SmartVideos are created for each individual and personalized to include the customer’s name, account and usage details, billing details, and relevant promotional offerings or upgrades.
Solutions
SmartVideo: a newer, better, smarter way of using video to communicate with prospects and customers.
SmartVideo for Delivering Bills & Statements
Reduce billing statement related care costs with personalized video experiences
Turn new customers into brand advocates by proactively addressing the complexity of bill, statement or invoice administration with personalized videos that explain the billing statement and address the top reasons for contact center calls.
- Churn avoidance
- Targeted care cost reduction
- Increased customer satisfaction and Net Promoter Score
Capabilities
Real-time delivery
SmartVideos are generated dynamically on the fly when the viewer clicks play. Whether played from an email, electronic statement, mobile device or customer portal, only the most recent account status and offerings are featured. For example, if a bill was paid one minute prior to watching the video, account information within the video will reflect that.
Measured and optimized for results
A control-group methodology measures lift in upsell conversions, as well as reduction in contact center inquiries. Accurate measurement requires a control group that compares overall the impact of SmartVideo and controls for self-selection bias of viewers who may already be more engaged than non-viewers. Performance of the viewers and non-viewers versus control is measured to identify optimization opportunities.
Secure
SundaySky security processes are designed to adhere to and exceed enterprise-scale customer requirements. All data used in our SmartVideo solutions is encrypted, used only for video generation and is deleted promptly after the video has been fully generated and consumed by the consumer.
Benefits
Reduction in customer care costs
SmartVideo has proven to deliver a 10-20% reduction in targeted customer care expense, given deflection and reduced duration of billing statement related calls.
Impact on Net Promoter Score
Companies have realized a 5-10% lift in Net Promoter Scores when incorporating SmartVideo into their customer care initiatives.
Churn reduction
Video viewers are less likely to churn than non-viewers. Service providers have realized up to 10% less churn for those who view SmartVideo.
Brand impact
SmartVideo bills and statements deliver a measurable increase in brand engagement.
Customer Experience
AT&T’s video bill for new U-verse customers indicates a focus on key inquiry types.