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.