ESPN, the world’s leading multiplatform sports entertainment brand, recently launched a new streaming service with an updated purchase and viewing model, and the changes led to a drop in customer satisfaction.
The network wanted to understand the issues beyond just a typical 5-star rating system, and gain a deep understanding into fans' emotions, how contact center agents were handling challenges, and then make appropriate adjustments to better meet customer needs.
Enhancing fan experiences and surpassing traditional customer analytics.
OneMagnify built a unified voice of customer (VoC) application using Domo that tracked customer sentiment before, during, and after major viewing events.
This information, combined with the client’s own call center data, helps ESPN better understand how its customers are feeling and where their team could make improvements.
Breaking down data.
Connecting on an emotional level.
In addition, they can identify when call center and support specialists do an exceptional job, and then use that content to help train new contact center hires to better connect with customers.
OneMagnify and Domo are helping us capture emotional momentum
— Jennifer Lien, Head of Data, BI and Customer Success, ESPN
Improving the customer experience, one fan at a time.
OneMagnify’s VoC app allowed ESPN to identify performance issues and immediately put fixes into place, including training on how to handle challenging conversations, staffing the appropriate amount of contact center staff, and ensuring customers felt an emotional connection to the support team.
9
%
increase in customer satisfaction
176
%
increase in streaming subscribers
Learn more about ESPN’s journey with customer analytics and why they turned to OneMagnify to create a groundbreaking VoC app.
