L1 Support and Monitoring for a Funeral Live Streaming Platform

About the Customer

The Customer is a Texas-based startup providing live-streaming services to funeral homes and individuals. Its web platform allows mourners to attend funerals online from anywhere in the world. The company also offers solutions for live streaming and recording of other life events, such as birthdays and weddings.

Need for a Resilient Support and Monitoring Team

During the COVID-19 pandemic, the Customer's services experienced a surge in popularity because of the safety measures that restricted visiting funerals in real life. As the Customer needed to ensure high-quality, uninterrupted live streaming of such events, it sought a reliable support provider to diligently check the live streams’ audio and video quality and immediately address any tech issues. The Customer was looking for a team of mature L1 agents that would provide reliable support while taking into account the sensitive nature of the service.

Efficient Stream Quality Monitoring and L1 Support

Trusting ScienceSoft’s 16 years of experience in support services, the Customer engaged us in L1 support and monitoring of its platform.

ScienceSoft assigned a team of six agents to cover the following tasks:

• Monitoring the quality of live streaming every 30 minutes based on the Customer's checklist (correct camera position, absence of background noise, internet connection stability, etc.) and identifying potential issues. 
• Real-time communication with the on-site camera operators (partnering funeral home workers) for issue resolution.
• Cooperation with the Customer's L2 support team to resolve complex issues.

ScienceSoft’s agents worked on an 8-hour schedule six days a week. Once a streaming issue was identified, they messaged camera operators directly via Aircall (we opted for text messages to avoid disturbing mourners with voice calls). If a tech issue was unresolvable at L1, our team used Slack to escalate it to the Customer's L2 team. Handling an average of 230 incidents across 750 streams a month, our team achieved a 100% resolution rate.

To maintain the agents’ efficiency at a high level, ScienceSoft regularly rotated team members to reduce their exposure to sensitive materials. ScienceSoft's team lead kept in touch with the Customer and held regular meetings to discuss project health and continuously improve service delivery based on the Customer’s feedback.

Results

With ScienceSoft’s assistance, the Customer was able to ensure consistently high live streaming quality and provide an uninterrupted experience to its clients. Handling up to 779 live streams and 259 incidents a month, ScienceSoft’s L1 support team maintained a 100% issue resolution rate, contributing to the reliability of the Customer’s platform.

As of September 2023, the Customer prolonged cooperation with ScienceSoft for another year. The company appreciates the quality of ScienceSoft’s support services, fast issue resolution, and strict adherence to the SLA.

Technologies and Tools

Slack, Aircall.