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Customer Experience for Streaming Services
Subscribers cancel over friction, not content. We deploy subscriber support, content moderation, and retention teams that are live in 30 days and built for the always-on demand streaming platforms operate under.
The Numbers Behind Always-On Subscriber Support
30x
improvement in customer retention delivered by AI across our programs.
70%
error reduction powered by AI tools.
45K
employees across 10 countries.
Every new title resets the knowledge curve for your support team. Every major update triggers a surge in player tickets that your current team isn’t sized to absorb. The longer your studio takes on these operational costs internally, the less runway you have for the development work that actually drives growth.
iQor provides player support and technical troubleshooting that keep your community engaged while your developers stay focused on the next release. Content moderation and back office operations from iQor's gaming BPO teams scale with your player base so your internal headcount doesn't have to. Achieving 96% of outcomes across all KPIs means we get real results: 38% higher efficiency than target and 200% headcount growth with just 2% voluntary attrition for a major gaming client.
Trusted by Leading Brands
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Services
How We Keep Your Subscribers Watching
Every service here is built around the moments that determine whether a subscriber stays or cancels, from the first billing question to the content moderation decision that protects your brand at scale.
Subscriber Support & Account Management
We handle billing inquiries, payment processing, plan changes, and account recovery across voice, chat, email, and in-app channels. Our teams train on your subscription tiers and cancellation flows before they take a single interaction.
Content Moderation & Trust and Safety
Our content moderation capability, expanded through the OP360 acquisition, covers images, video, comments, and profile content across multiple languages with teams that understand the difference between creative expression and a policy violation at the speed streaming platforms demand.
Technical Help Desk
Subscribers access content across smart TVs, mobile devices, tablets, gaming consoles, and browsers, and each platform has its own failure modes that our Tier 1 through Tier 3 teams are trained to resolve before a technical frustration becomes a cancellation.
Subscriber Retention & Win-Back
Our retention teams use predictive analytics to identify at-risk subscribers, run targeted save offers during cancellation flows, and execute win-back campaigns designed to surface the real reason behind the churn signal before the subscriber is gone.
Revenue Generation & Upsell
Tier upgrades, add-on packages, and cross-sell opportunities handled by agents trained to match the offer to how the subscriber actually uses the platform, so the approach feels like a recommendation rather than a sales pitch.
Every stage powered by AI — from first hire to higher performance.
Start with insights. Build toward outcomes. Scale what works.
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Awards & Recognitions
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Here's What Working With Us Looks Like in Practice
Always-On
With 45,000 employees across 10 countries and 20+ languages, we staff your program for continuous coverage that matches the way your subscribers use the platform. Streaming doesn't pause for time zones, and neither does the operation behind it.
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Scalable
Season launches, live events, and UI changes spike subscriber contacts by multiples. We build surge capacity into the program from the start, with burst capability of 300-500% so quality holds on your biggest days, not just your average ones.
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AI-Powered
Insights iQ™ analyzes interactions across every channel to show why subscribers are calling, what's driving cancellation intent, and which save offers are actually working. The difference between a monthly churn report and a real-time signal is the difference between reporting churn and reducing it.
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Experienced
The operations leader who builds your streaming program is typically still running it years later. Our ops leadership averages 10+ years in their roles, and that continuity is a significant part of why our clients stay an average of ~15 years.
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What's the Biggest Challenge in Your Streaming CX Operation Right Now?
Tell us what you're working through. Our media and streaming team can show you how we've solved it before.
Case Studies & Trends
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FAQ
Frequently Asked Questions
