Text Case Studies British Film Institute extends service hours by outsourcing their LiveChat support

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	British Film Institute extends service hours by outsourcing their LiveChat support Text

British Film Institute extends service hours by outsourcing their LiveChat support

Text

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Functions	Business Operation Sales & Marketing
Services	System Integration Training
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Functions

Business Operation

Sales & Marketing

Services

System Integration

Training

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.

About 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.

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.

Impact #1	The BFI’s LiveChat is manned by a team of six: four agents, a senior agent, and a manager. They answer both chat and email inquiries on weekdays from 9 am to 3 am and on weekends from 10 am to 1 am.
Impact #2	The Chat Shop managed to create a fully functional customer service implementation of LiveChat in just two weeks.
Impact #3	The cooperation between The Chat Shop and The BFI resulted in a very positive reaction from the user base.

Impact #1

The BFI’s LiveChat is manned by a team of six: four agents, a senior agent, and a manager. They answer both chat and email inquiries on weekdays from 9 am to 3 am and on weekends from 10 am to 1 am.

Impact #2

The Chat Shop managed to create a fully functional customer service implementation of LiveChat in just two weeks.

Impact #3

The cooperation between The Chat Shop and The BFI resulted in a very positive reaction from the user base.

Benefit #1	97% customer satisfaction score since the launch of the service in October 2013.
Benefit #2	Customers receive the first reply within an average of 25 seconds and all subsequent replies within an average of 30 seconds.
Benefit #3	90% first time fix rate for known issues.

Benefit #1

97% customer satisfaction score since the launch of the service in October 2013.

Benefit #2

Customers receive the first reply within an average of 25 seconds and all subsequent replies within an average of 30 seconds.

Benefit #3

90% first time fix rate for known issues.

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Overview

British Film Institute extends service hours by outsourcing their LiveChat support

Operational Impact

Quantitative Benefit