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USA consumers drawn to the customer service provided by OTT companies

Americans want cable TV providers to improve customer service and meet the high standards set by progressive Internet TV players, according to research commissioned by pay-TV subscription, billing and CRM specialist Paywizard.

Americans are drawn to the next level of customer service that companies such as Netflix and Amazon are providing, characterised by features such as quick and easy sign-up, lack of contracts, free trials, instant account changes, transparent billing, and the ability to leave and return at any time.

Our research shows that Americans are placing far more value on customer service as a TV differentiator, as it becomes easier to join, cancel and move between services. Viewers have had their fingers burnt by long-lasting and rigid cable subscriptions, and see Internet TV as heralding a new era and leading the way for traditional players to follow – hence why cord-cutting and cord-shaving is gathering pace”, says Bhavesh Vaghela, CMO, Paywizard.

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