The increased spending on customer service comes as Hulu is about to go head-to-head with internet channels that offer live TV from AT&T's DirecTVNow and Dish Network Corp's Sling TV.
The services have had hiccups - like shows freezing, viewers getting error messages and system crashes. Their owners also have large customer service staffs already handling calls from their traditional pay TV customers, said Brett Sappington, senior director of research at Parks Associates.
The stakes are high for Hulu, which has a customer defection rate of 50 percent, according to Parks Associates, a Dallas-based market research firm.
"Live TV is a challenge particularly for events like the Super Bowl and the Oscars which draw millions of subscribers all at the same time," Sappington said. "You are never sure what's going to break until you have a few million people watching at the same time."
From the article "Hulu to launch non-stop customer service as it readies live TV".
A recent survey from Parks Associates finds builders are starting to provide smart home-ready networking infrastructure in new developments as a standard offering. From the article, "Survey Find Ho...
The rising occurrence of high-profile security hacks and privacy breaches, as well as being personally victimized, are contributing to ever-increasing consumer anxiety about smart home devices and pla...
Research firm Parks Associates recently found that 79% of U.S. broadband households are concerned about data security or privacy issues, for instance. Meanwhile, the soaring use of the Zoom platform h...
Parks Associates research reveals manufacturer websites are No. 1 source for researching smart home equipment. Integrator websites are No. 2. Those are the results from new smart home research by P...
