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Hulu to launch non-stop customer service as it readies live TV

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".

Previously In The News

DirecTV Now Goes 'Gangbusters,' And AT&T Stops The Bleeding

Before news broke Friday that AT&T has stopped bleeding TV customers, Parks Associates analyst Brett Sappington tried to put a finger on what sort of subscriber numbers for the company’s new streaming...

The Cord-Cutter’s Guide To How To Watch The Super Bowl

For a few hours on Sunday, Fox is nixing subscription requirements and opening its Fox Sports Go app to anyone who has cut cable from their lives or has a temperamental TV antenna. After the game ends...

Marketing could reveal AT&T’s future TV priorities, analyst says

Brett Sappington, senior director of research at Dallas-based Parks Associates, said that how AT&T markets and invests in DirecTV Now during the second half of 2017 could provide an indication as to h...

Dish’s third-quarter loss of 129,000 customers includes every single subscriber in Puerto Rico

According to market research firm Parks Associates, Sling ranked as the tenth most popular online-TV services, based on subscribers. Last year, Sling ranked sixth. But the drop isn’t because Sling is...

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