Case Study

Customer Experience in the Spotlight: How SWEET.TV Transformed Communication with ConnectiveOne

With Oleksii Khotynskyi, Support Project Manager at SWEET.TV

Industry

Telecommunication

Site

Services

Billing integration

Scenario Builder

Widget integration

Integrated

SWEET.TV is a leading streaming platform available in Ukraine and across European countries. Users have access to national and international TV channels, as well as a movie library featuring Hollywood films and popular TV series.

In the telecommunications industry, success is measured by the speed and quality of service. SWEET.TV chose ConnectiveOne to transform its customer service. The main goal is to optimize inquiry processing, automate workflows, reduce the workload on agents, and increase customer satisfaction.

We’ll show you how exactly ConnectiveOne helped SWEET.TV achieve these results.

Challenges before implementation

Before integrating ConnectiveOne, SWEET.TV used various tools to manage customer inquiries. However, these services lacked the necessary functionality, especially in terms of automation, integrations, and AI. As a result, SWEET.TV decided to look for alternative solutions to ensure more efficient communication with their customers.

“Previously, when a customer encountered an error, the process was quite inefficient. They had to reach out via email, and we would begin collecting information: screenshots, a description of the issue, device data. This could take a lot of time. With the implementation of ConnectiveOne, the customer can now simply click a button or scan a QR code to instantly send all the necessary data. This has reduced handling time to just a few minutes and significantly improved our service.”

Oleksii Khotynskyi

Support Project Manager SWEET.TV

Рішення з ConnectiveOne

Платформа ConnectiveOne стала вирішенням багатьох запитів для SWEET.TV. Гнучкість сценаріїв дозволила налаштувати систему під конкретні потреби клієнтів, що значно скоротило час на обробку стандартних звернень. Це забезпечило більш ефективну комунікацію і підвищило швидкість відповіді.

“The flexibility of scenarios at ConnectiveOne was our most important advantage. You can quickly adjust everything to our tasks.”

Oleksii Khotynskyi

Support Project Manager SWEET.TV

One of the key advantages was the automation enabled by ConnectiveOne’s AI-powered module, FastLine, which allowed one-third of all inquiries to be handled without agent involvement. This freed up resources to focus on more complex and non-standard requests.

“Even when agents get involved, they are immediately provided with all the necessary information about the customer’s issue for a quick resolution. There’s no need to clarify or request additional details during the conversation.”

Oleksii Khotynskyi

Support Project Manager SWEET.TV

Integration and process optimization

SWEET.TV integrated ConnectiveOne with their billing system, enabling automatic retrieval of all necessary customer information within a single chat window. This reduced the number of human-related errors and significantly improved the efficiency of inquiry handling.

“Agents immediately see all the necessary information about the customer: the plan, active services, and auto-payment status. This allows them to resolve cases quickly without unnecessary actions.”

Oleksii Khotynskyi

Support Project Manager SWEET.TV

"The volume of incoming customer inquiries has decreased by approximately 50-60%."

Oleksii Khotynskyi

Support Project Manager SWEET.TV

The gradual shift from using email to widgets within the SWEET.TV system and messengers has proven effective. All banners and apps are now equipped with widgets for quick communication, ensuring continuous customer support.

"We see the results, as chats through ConnectiveOne are processed faster and more efficiently."

Oleksii Khotynskyi

Support Project Manager SWEET.TV

Positive Impact and Future Plans

Process optimization has led to significant resource savings, and the company plans to continue expanding functionality by integrating new features offered by ConnectiveOne.

"Thanks to process optimization, our agents are handling all tasks efficiently. Fewer chats reach them, and those that remain are easier to process."

Oleksii Khotynskyi

Support Project Manager SWEET.TV

Advices

Thanks to ConnectiveOne, SWEET.TV was able to significantly improve customer service quality, optimize processes, and achieve high customer satisfaction scores. This demonstrates how the strategic implementation of technology can significantly enhance a company’s competitiveness and efficiency in the modern telecommunications world.

"I would recommend ConnectiveOne. They are always ready to quickly respond to our needs, and working with them has significantly streamlined our workflows."

Oleksii Khotynskyi

Support Project Manager SWEET.TV

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