Hulu has slowly been creating one of the best digital content customer experiences out there.
The streaming wars are in full swing, with 2020 bringing new entrants like HBO Max and Peacock to fight against the long-time favorites.
The battle for streaming viewers essentially comes down to two main factors: libraryand experience. And while Netflix often gets all the credit for its great service, Hulu is quietly building an amazing customer experience with personalization and innovative solutions.
Here are 10 reasons Hulu is great at customer experience:
1 . Strong original content.
A streaming service can’t deliver a great experience without strong content. Customers want to pay for content they’ll actually watch. Aside from favorite broadcast shows like Lost and The Golden Girls, Hulu invests heavily in original content, including The Handmaid’s Tale and Ramy. Hulu’s original content has won multiple Emmys and other awards and is known for its wide variety of cutting-edge dramas, irreverent comedies and documentaries.
2 . User-friendly interface.
Most customers form their opinion of a streaming service within just a few minutes (or seconds) of exploring the app. Hulu’s user-friendly interface organizes content by category and makes it easy for users to see not only what’s trending, but also other shows they might be interested in. Hulu creates dedicated home screens for major events like the Olympics and March Madness and for seasonal content, which puts the content users are most interested in front and center.MORE FOR YOU25 Of The Most Customer-Centric Companies From 2020How To Prove The ROI Of Customer ExperienceAccenture Interactive Advocates The Business Of Experience
3 . Personalization.
Each user’s Hulu home screen and recommendations are personalized to them. Hulu takes its responsibility of helping users find new shows seriously with a wealth of data to provide accurate recommendations. Hulu’s recommendations are created by a combination of user feedback, algorithms and human curation. Users can like or dislike shows to give Hulu direct feedback about their interests to better refine the results.
4 . Data and analytics.
Everything on Hulu is tied back to data and analytics. Hulu uses an enhanced recommendation engine that not only tracks what users watch, but also when. Each piece of data contributes to a stronger and more customized experience. Data fuels everything about the experience, from what a customer is recommended to the order the collections are displayed on the home screen.
5 . Live TV viewing options.
More consumers are cutting the cord and moving from cable to streaming, but by doing so, many are missing out on live TV. Hulu saw the need to combine streaming with live TV and offers a unique package that gives customers both options. It’s the best of both worlds: users can watch live sports and major events while also getting the flexibility of streaming content. Hulu has a smart live TV interface that learns customers’ preferences as they watch and then highlights games and events based on their viewing history and favorite teams.
6 . Internal culture lab.
Hulu engages with customers by staying relevant in the current climate. Its internal culture lab aims to find moments that make sense for the brand to engage in. The culture lab tracks buzz around pop culture and other societal issues and ties them into content and marketing, creating a relatable and current experience for all viewers.
7 . Flexibility.
Hulu has a number of service options, ranging from ad-based content all the way up to commercial-less streaming with live sports. Users have the flexibility to change their plans based on their current situations or what’s on TV. Many customers add the live sports plan during March Madness and then drop to a lower tier for the rest of the year. Hulu makes it easy to switch and gives customers flexibility to create a plan that meets their needs.
8 . Customized support.
Even with Hulu’s rapid growth, it has been able to successfully scale its customer service to provide personalized solutions to all customers. With an integrated CRM, agents have access to the user information they need to provide high-quality service. A smooth omnichannel experience allows customers to contact the company in multiple ways to get convenient service.
9 . Co-viewing services.
Streaming has seen an increase during the COVID-19 pandemic, and Hulu is making the most of it by unveiling a co-viewing feature called Hulu Watch Party that allows friends and family to watch shows together from different locations. The innovative feature reaches customers in a new way and stays in tune with current trends and needs.
10 . Partnerships.
Hulu doesn’t succeed on its own, but instead has built partnerships with other brands and services to provide customers the best content possible. Customers can sign up for a bundle of Spotify and Hulu with ads for a discounted price, or combine Hulu, Disney+ and ESPN+. The unique partnerships appeal to customers who want multiple streaming services without having to pay full price for all of them. Building strong partnerships allows Hulu to strengthen its brand and reach new customers.
In the competitive world of streaming services, Hulu prioritizes customers and creating an experience that allows for seamless and convenient viewing and service. When customers are at the center of every new show and service, companies succeed.