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Wednesday, October 17 • 2:35pm - 3:05pm
Building a Personal Customer Support Platform

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At Hulu, we believe that every user interaction should be a “Wow!” moment.  Customer support is no exception.  Off-the-shelf support platforms can get you there, but we found that getting to the “Wow!” at every interaction required us to develop in-house customer support tools that catered to the specific needs of our customer support agents and users. 

 

We had a ton of questions when we started thinking about building a customer support platform: how can we respond to every contact as fast and as efficiently as possible?  What contact channels should we monitor and how?  How can we provide a “brain-spray awesome” experience to every user?  What does a 360 degree view of a customer look like?  We’ll speak about how we answered these questions at Hulu, including our choice of technologies like Twilio and backend infrastructure, while taking a deep technical dive into the tools and services we created to realize our solution.  Finally, we’ll look at how we measure our success with our customers, the metrics we found were useful to track, and the direction we hope to go with our growing customer base in the future.


Speakers
avatar for Scott Post

Scott Post

Senior Software Developer, Hulu
Scott Post is the senior software development lead for Hulu's core customer platform. He has over eight years of software development experience, four of which at Hulu. Coming from a software testing position in aerospace, he began work on Hulu's first iteration content platform. He later transitioned to leading the payments and customer platforms, including work building their own home grown customer support solution powered by Twilio. Scott... Read More →


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Attendees (5)