AUDIENCE-READY CX AT SCALE
CX & Customer Support Outsourcing for Media & Entertainment | NexGen Meta
From streaming helpdesks to fan community support, every interaction impacts audience perception and brand loyalty.
NexGen delivers scalable, omnichannel CX for entertainment platforms, publishers, and media brands — designed to keep your viewers engaged, subscribers loyal, and teams focused on creating.
🎁 Free Gift: Join our 5-day email course and learn the exact CX principles we use to help entertainment brands build seamless support systems that scale — without sacrificing the fan experience. Includes 5 plug-and-play worksheets.
“Upgrade your fan support and streamline your media operations.”
“Let’s explore how to reduce churn and boost satisfaction across your channels.”
EMPOWERING ENTERTAINMENT EXPERIENCES
Introductory Paragraph: Empowering Entertainment Experience
In today’s on demand entertainment landscape, fans expect instant answers and seamless experiences. NexGen partners with streaming, gaming and media platforms to deliver 24/7 customer care—from subscription troubleshooting and billing inquiries to real time live event support. Our global teams combine empathy with technical expertise, ensuring your audience never misses a moment of content or community engagement. This dedication makes us a leading provider of media customer support outsourcing.
CX THAT KEEPS FANS WATCHING
Why Media CX Matters
Customer loyalty hinges on quick issue resolution—buffering lags, failed streams or billing errors can drive viewers away in seconds. In the dynamic world of media and entertainment, customer experience is not just a service; it’s a critical component of fan retention and brand reputation. Disruptions can instantly lead to churn, making seamless and responsive support paramount.
✓ By blending omnichannel support with proactive monitoring, NexGen helps media brands maintain uptime, protect subscription revenue, and foster fan loyalty, ensuring every interaction enhances the audience’s journey.
FAST, FRIENDLY, ON-DEMAND SUPPORT
Live Chat & Email Helpdesk: Real-Time Resolution
NexGen offers a comprehensive suite of specialized media customer support outsourcing solutions tailored to meet the unique demands of the entertainment industry.
From real-time issue resolution via live chat to efficient, professional email support, our dedicated team ensures your audience receives fast, friendly, and knowledgeable assistance—every time.
Are You Losing Viewers Because of Friction — Not Content?
When entertainment is instant, so are expectations. Buffering, login issues, billing confusion, or slow support can break the binge.
This 5-day email course reveals how leading media and entertainment brands are:
- Smoothing out subscription and account management experiences
- Scaling support for global audiences without sacrificing brand tone
- Tracking CX metrics that actually affect viewer retention and NPS
Each email includes a worksheet you can use with your team to immediately audit and improve your user journey.
MINIMIZE DOWNTIME, MAXIMIZE ENGAGEMENT
Real-Time Chat Support for Peak Streaming Performance
Around the clock live chat and email teams resolve viewer questions in real time—minimizing drop offs during peak streaming. Our expert agents are trained to handle common queries for streaming helpdesks, including account access, buffering issues, content libraries, and technical glitches, ensuring a smooth, uninterrupted viewing experience.
TURN VIEWERS INTO LOYAL FANS
Outsourced Fan Engagement: Building Community & Loyalty
Dedicated agents manage social and community channels, turning every comment and mention into an opportunity for positive brand connection. We provide proactive fan support services that go beyond reactive responses, fostering vibrant online communities and strengthening the bond between your brand and its audience.
PROTECT REVENUE, PRESERVE TRUST
Subscriber Support & Billing: Protecting Your Revenue
We provide end-to-end handling of subscription upgrades, cancellations and billing disputes, all while preserving your revenue and reputation. Our teams are adept at navigating complex billing inquiries and subscription models, ensuring customer satisfaction and maximizing customer lifetime value.
SAFE SPACES, STRONGER COMMUNITIES
Moderation & Brand Safety
Scale your community responsibly with our 24/7 content moderation outsourcing. From chat rooms and forums to live stream comments, we protect your brand and user experience from harmful or inappropriate content.
✓ Real-time user generated content screening
✓ Custom policies for profanity, spoilers and sensitive topics
✓ Escalation workflows for high risk incidents
Proactive identification and removal of abusive or misleading content, safeguarding your brand’s image and ensuring a positive environment for your audience.
OMNICHANNEL PRESENCE, UNIFIED EXPERIENCE
Multichannel Engagement That Scales
From social feeds and in app chat to email and voice, NexGen delivers seamless audience interactions—no matter where your fans connect.
We provide comprehensive multichannel engagement services that ensure a consistent and high-quality experience across every touchpoint. Our omnichannel CX for media platforms means fans receive consistent support whether they are on:
✓ In app messaging and chatbot handoff to live agents
✓ SMS alerts and voice support for premium subscribers
✓ Dedicated email support for detailed inquiries
✓ Social media customer care across Facebook, Twitter, Instagram
OPERATIONAL IMPACT, AUDIENCE GROWTH
Results We Deliver
Our entertainment clients see immediate improvements in viewer satisfaction and operational efficiency, validating our approach to media customer support outsourcing:
✓ Reduced ticket volume by 40% through proactive chat bots and alerts
✓ 24/7 resolution for live event spikes, maintaining 99.8% uptime
✓ Increased fan satisfaction scores by 12 points in the first 30 days
Ready to Support Your Audience?
YOUR QUESTIONS, ANSWERED
FAQs
Outsourced Contact Center Solutions
Discover how NexGen’s scalable, multilingual support can elevate your customer experience. Fill out the form to connect with our team and schedule your complimentary consultation.