The partnership also enables TOD subscribers to access Cleeng’s propriety Hi5 chatbot - a comprehensive customer support ecosystem crafted to cater to the demands of OTT subscribers.
TOD has entered into a strategic partnership with Cleeng, a SaaS platform specialising in Subscriber Retention Management. This collaboration aims to enhance the entire subscriber journey for TOD users, spanning various devices and touchpoints.
Through Cleeng’s Subscriber Retention Management suite, TOD is set to optimise subscriber experiences, starting from onboarding to post-sales support. Subscribers can expect a seamless journey with dynamic checkout options, expanded payment choices, flexible subscription plans, recurring billing, improved activations, and exclusive promotional offers. The partnership also introduces 24/7 customer support, backed by AI-enabled digital tools, ensuring swift and comprehensive assistance, particularly during high-traffic periods like major sporting events.
Commenting on the partnership, James Walmsley, Director of Product, Technology, and Analytics at TOD, said: “The improved experience will be felt from the first touch through to a top-tier customer support interface that has been a priority since our launch. This partnership will enable us to deliver a premium user experience worthy of our compelling and unparalleled sports and entertainment content. We’re also excited to leverage Cleeng’s industry expertise to expand our outreach, serve more regional subscribers, and extend 24/7 client support, in both Arabic and English.”
TOD subscribers will gain access to Cleeng’s proprietary Hi5 chatbot, a comprehensive customer support ecosystem tailored for OTT subscribers. Hi5 addresses a wide range of subscriber needs, including streaming issues, payment concerns, and understanding geo-restrictions. The chatbot proactively responds to queries, anticipates needs, and provides solutions while nurturing subscriber satisfaction and fostering enduring relationships. Hi5 also features a branded help centre with FAQs and video tutorials, along with multilingual email support for various issues such as refund processing, password resetting, cancellations, and content access.
For more personalised support, users can seamlessly transition to agent support within the chatbot, creating tickets for prompt email resolution, adhering to a 24-hour fast issue resolution standard.
Gilles Domartini, Cleeng’s Founder, added: “I am thrilled to share that Cleeng has been chosen by TOD to best serve and support their subscribers in the MENA region. Our out-of-the-box, flexible, multi-tenant SaaS is designed to simplify the complexities of managing subscriber relations, from payment to support at scale.”
With Cleeng’s track record of assisting over 200 broadcasters globally and millions of active users, this partnership is poised to elevate TOD’s subscriber care to new heights within the MENA region.
