During NAB Show, Paywizard (the specialist in subscriber management for Pay TV) will illustrate how it enables platform operators to target customers with highly effective acquisition and retention tactics during the critical ‘Decision Moments’ that determine the subscriber journey – whether they are committing themselves more deeply to a service or slowly disengaging from it. These ‘Decision Moments’ are listed by Paywizard as: Find, Join, Consume, Upgrade, Downgrade, Bill, Leave and Win Back.
As part of an upgrade to its subscription, billing and CRM solution, called Paywizard Agile, Paywizard will debut a number of new marketing and consumer engagement tools at NAB Show that help operators succeed during these ‘Decision Moments’. Under ‘Find’, for example, operators can see all people who have registered an interest with the service but not signed up and create targeted engagement campaigns as a result. In the ‘Win Back’ tab on the Decision Moments dashboard, you can view customers who have terminated their contract in order to drive churn reduction campaigns.
Other notable new features include :
• Powerful marketing tools to support targeted campaigns aimed at growing subscriber volumes, increasing ARPU from existing customers, reducing churn and extending the customer lifecycle.
• Fast subscription creation capabilities, allowing customers to sign up with minimal details (username, email address and password/PIN) and change personal details easily. Paywizard says quick registration is critical for streamlining the ‘Join’ process, which consumers expect to take just seconds and be pain-free.
• Real-time insights, applicable to all Decision Moments, including active churn analysis and monitoring of subscription movements to feed into marketing initiatives. Granular analysis can also identify which platforms and packages are effective for attracting new customers.
• Monitoring across all Decision Moments, giving the ability to track positive and negative interactions with customers, including purchases, payment status, offers and communications received.
Bhavesh Vaghela, CMO of Paywizard, comments: “As the Pay TV and Pay-OTT landscape becomes more competitive, we are seeing consumers starting to adopt a ‘dip in and out’ approach. Pay-OTT services, for example, are experiencing staggering churn rates of around 6% per month and this is forcing operators to redefine their business models with greater emphasis on customer service.
“Now, more than ever, it is vitally important for operators to identify with their customers at each step of their journey, and have the tools in place to keep them happy, engaged and loyal. Our enhanced platform takes the great insight we have about consumer behaviour and presents it in a way that is useful to our customers.â€
