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".
But analysts estimate that Sling has racked up fewer than 1 million subscribers since it launched in February 2015. Vue's numbers are harder to get a handle on, but it's not on the list of top 10 most...
Despite all of the talk surrounding smart, connected homes and the Internet of Things, according to analysts and research firms, the only area where the technology is really gaining traction with cons...
Streaming is continuing to replace other forms of viewing. As pay-TV subscriptions continued to wane in 2020, the number of households subscribing to multiple streaming services reached 61%, up from 4...
And companies are already catching on. Amazon, Apple, and Roku (ROKU) allow consumers to buy individual channels through their platforms that they can pay for through a set billing option and view usi...
