Streaming Media's Success Story

Customer Service and Support
A fastest-growing segment of the streaming media market is customer service and support. Today’s customers demand instant fulfillment of their support needs. Rather than waiting in a queue on hold to get a support question answered, many customers would prefer watching a short, explanatory video clip online. This benefits not just the online support customer, but saves you money and improves customer service for your phone customers as well. If you handle just 10% of your customers’ support calls on your web site, you can greatly reduce your call-center wait times.

For example, if your call center employs 20 busy customer service representatives, and they handle 400 five-minute calls an hour, then each customer is spending an agonizing 11 minutes on hold before they talk to a real live person. You’ve got 70 people at a time waiting in line, wishing at that moment they were doing anything but business with you.

Now, move just 10% of those support calls to your web site, and you drop wait times to under a minute. You’ve improved the customer phone support experience, given your most sophisticated customers top-notch help online, and still saved money. At this point, even if you reduce the call-center staff by one, you’ll still keep phone wait times under a minute. Try it for yourself at www.vitalstream.com/vsa/calculator.

Companies are successfully putting large amounts of support-type content online—product support for existing customers, instructional and training videos, pre-sales product demos, and even product training for their own sales reps.

VitalStream’s Value-add
Video is an important way to communicate with your customers. Market data shows why and how companies can use rich media to reach new customers, support existing ones, and reduce costs. When you’ve decided to incorporate rich media to enhance your competitiveness and tackle new markets, here’s where VitalStream can assist.

VitalStream is a global provider of integrated content delivery services. VitalStream makes it possible for businesses to broadcast their digital media and communications to worldwide audiences via the Internet. It provides customers with complete solutions, including audio and video streaming, live event broadcasting, Web conferencing, media asset management, integrated web hosting and consulting services, all of which seamlessly integrate with today’s leading streaming media technologies. VitalStream was also the first content delivery network (CDN) to provide large-scale Flash video streaming services.

CDN Technology
VitalStream is a leader in global streaming. Its award-winning content delivery network is certified for quality delivery in the United States, Europe, and Asia.