British Film Institute extends service hours by outsourcing their LiveChat support
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- BFI Player
- LiveChat
- The Chat Shop
Tech Stack
- LiveChat
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- System Integration
- Training
About The Customer
The British Film Institute is a charitable organization from the UK that has worked for the past 80 years to develop the art of film, television, and moving image. They offer a video-on-demand service called the BFI Player, which allows users to access the BFI’s vast archives of classic and contemporary titles. The service is available 24/7, and BFI wanted to ensure that they could provide support to their customers at any time of day or night. They aimed to go beyond the standard expectation of some form of support for a VoD service and provide a live support solution.
The Challenge
The British Film Institute (BFI) needed to provide 24/7 support for their video-on-demand service, BFI Player. The entertainment industry often operates outside of traditional 9-5 work hours, and BFI wanted to ensure that they could answer customer inquiries at any time. They wanted to go beyond the standard expectation of some form of support for a VoD service and provide a live support solution. The goal was to offer a total first-line support solution that would replace phone or form submission.
The Solution
BFI decided to implement LiveChat on the website of their video-on-demand service. They outsourced their customer service to The Chat Shop, a professional customer service company, since its launch in 2013. This allowed BFI to avoid the costs of having several in-house agents working on various shifts. The Chat Shop provided a total digital customer support service for the BFI Player, operating until 3 am on weekdays and 1 am on weekends. They worked closely with BFI to ensure that the look and feel of BFI’s LiveChat reflected the brand’s image. The Chat Shop also worked to translate the brand into the way agents respond to their chats, providing a seamless experience for customers.
Operational Impact
Quantitative Benefit
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