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".
According to research released this week by Parks Associates, Apple and Samsung own more than 76 percent of the U.S. smartphone market, widening their lead over also-rans LG and Motorola. While Google...
A recent survey by the research firm Parks Associates of adults age 40 and over found that 80 percent expected to still be living in their own homes when they were 80 years old. That expectation, h...
According to Bloomberg, industry research firm Parks Associates found that one-third of internet users stream cable TV shows without paying for access, which, the firm estimates, costs cable companies...
Password sharing has serious economic consequences. In 2019, companies lost about $9.1 billion to password piracy and sharing, and that will rise to $12.5 billion in 2024, according to data released b...
