Case Study: Leading Video Streaming Services Company achieves higher customer satisfaction with CSS Corp predictive analytics

Driving Digital Customer Experiences through Predictive Analytics for a leading Video Streaming Services Company

CSS Corp worked with a leading video streaming services company that delivers television streaming across U.S. homes and also manufactures digital media players. As the customer grew rapidly, rising demand led to increased complaints and churn, creating pressure to improve operations and reimagine the customer experience with a more digital, world-class support model.

CSS Corp implemented an insight-driven, proactive support model using predictive analytics, customer sentiment monitoring, historical data analysis, social media analytics, and NLP-driven brand monitoring. The solution improved average handling time by 12%, increased customer satisfaction by 90%, and reduced call volumes by 20% through faster, more personalized, context-aware support and proactive outage detection.