Customer Self-Service Chatbot for Satellite Radio Provider

Leader in ad-free satellite radio, music, sports, and talk streaming.

We partnered with a leading US broadcasting brand that provides satellite radio and streaming services to over 30 million subscribers in North America. Their offerings include in-car and mobile app services, specialty business services, and exclusive programming featuring major media personalities, music, news, sports, and comedy.

Challenge

How do we help the brand’s customers with their questions and concerns related to their satellite and streaming subscriptions, setup and service issues?

With agent wait times growing longer and customers’ appetite for chat options evolving, the brand was looking to expand their reach while also providing customers with more self-serve options in a faster and more efficient medium. It was important for them to have a solution that would save their agents time and improve customer satisfaction.

What We Created

Master of Code created a branded customer self-service chatbot, that included features such as…

Sign Up / Activate: Sign-up, active, renew a subscription or upgrade a trial offer.
Make A Payment: Pay the outstanding balance on your account through a self-serve form.
Reset My Radio: Reset the signal to your satellite radio to correct listening problems.
Login/Password Reset: Step-by-step directions for users who can't login to their account.
Bill History: Search through your previous bills and payments.

Billing / Manage Account: Update profile and password info, confirm subscription details, revise payment info.
Cancel/Offer To Offer: Cancel your subscription, including offer messages to resubscribe.
Login/Password Reset: Step-by-step directions for users who can't login to their account.
Streaming Setup: For online streaming accounts, provides download/setup options for a variety of phones/electronics.

How We Did It

Analyzing user needs, transcripts and leveraging our dashboard metrics, we created a friendly, guided conversational experience that allows users to self-serve and get immediate answers to their pressing concerns. We also utilized a variety of APIs to further contextualize and personalize the user experience.

Once the customer self-service chatbot was launched, it was prominently featured on the brand’s website, in addition to Google Business Messages, Apple Business Chat and SMS messaging channels.

Technologies We Leveraged

Data driven conversational design
API to confirm customer’s payment and balance details
Branded secure form with realtime form field updates to reduce customer effort
Robust NLP training related to specific brand lines of business (Marine, Aviation, Fleet, Small Business, etc)
API to provide a variety of offers to customers looking to cancel
Custom event tracking and BSWs for up-to-the minute reporting and troubleshooting
API to provide current wait times for customers waiting on a live agent

Results

Master of Code was able to substantially improve user engagement metrics, CSAT
and containment rates.

120K

Average weekly users
80%

Containment rate of streaming flows
+46%

Improvement in subscription rate
1K%

Payments processed a month

3K+

Since launching the Offer To Offer flow, the customer self-service chatbot contained 46% of users who had begun the conversation looking to cancel their subscription, instead convincing them to resubscribe to a new subscription offer.

120K+

The bot’s average number of weekly users increased by over 20% in the past 6 months to 120K+ weekly users in May 2022.

46%

Since launching the Offer To Offer flow, the bot contained 46% of users who had begun the conversation looking to cancel their subscription, instead convincing them to resubscribe to a new subscription offer.

80%

Flows related to streaming services (setup, cancellations) consistently go beyond 80% containment rates.

Ongoing Optimizations

Through our work, Master of Code has successfully created a personable, guided conversational interface that utilizes a variety of design and development best practices. While already performing exceptionally well, MOC will work with the satellite radio brand to continue improving the customer self-service chatbot and its metrics.

This includes utilizing emerging technologies, additional natural language understanding and new conversational AI approaches such as proactive messaging. Looking ahead we will continue to closely monitor conversations and performance to identify new optimization opportunities to help make an already great customer experience even better!

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