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The Netflix Contact Engineering team builds the platform and applications to help customers resolve issues as they try to stream or sign up for Netflix. We do this by providing in Product (think in-app proactive help), and Help Center self-service capabilities as well as by enabling customers to call or chat with agents in our call centers worldwide.
AREAS OF FOCUS
AREAS OF FOCUS
Proactive Help
Proactive Help
We are on a journey to build a personalized help platform that captures customers errors and delivers a personalized resolution. By leveraging streaming signals, we proactively provide errors resolution in help center. The natural next step is to take those solutions inside the product itself, including Smart TVs, iOS/Android apps and Web.
Self Service & Intelligent Assistance
Self Service & Intelligent Assistance
Our help center is the first line of support for customers around the globe to find information about our service and resolve issues so that they can get back to watching Netflix. Customers can quickly access information across thousand of articles to learn how Netflix works, manage their account and get easy step by step guides to help troubleshoot issues so that they can get back to streaming.
Efficient & Scalable Human Assistance
Efficient & Scalable Human Assistance
Live support is really what makes a difference for our members. Usually, within a minute, customers get connected to a live agent, who has their information in front of them and can start troubleshooting their issue. The Contact Engineering team is the backbone of all tools and technology within Netflix Customer Support.
Experimentation
Experimentation
Data science and experimentation are at the center of nearly every decision we make about our solutions
Personalization
Personalization
Understanding each member journey to provide a personalized and effective support experience
Feedback
Feedback
Insights on customer experience and product issues feed back to designers and engineering partners
Channels
Channels
Support accessibility through customers channel of choice, in product, self Service, chat or phone
highlights
highlights
Scale
Scale
We design solutions at scale to support 40M customers contacts around the world on an annual basis, from over 190 countries and 20 languages.
Help Center Architecture
Help Center Architecture
Our platform is built on a micro-service architecture. Services are written in Java and deployed on AWS across three regions. Front end is React.
Voice Contact Platform
Voice Contact Platform
Routing in real-time phone calls and in-app VOIP calls to our call center agents.
Proactive Platform Architecture
Proactive Platform Architecture
Leveraging streaming and members activity signals to proactively identify issues and deliver resolutions.
SHOWCASE
SHOWCASE
Help Center Web Application
Smart TV Error Recovery Page
Help Center & VOIP Call on Mobile Devices
Real Time Dashboards (Contacts Worldwide)
Online Chat UI Flow
Error-Resolution Personalization Based On Streaming Signals
Customer Relationship Management (Agents Application)
Content Management System (Articles Authors Application)
Stories
Stories
Thank you to Newsweek
Thank you to Newsweek
For naming Netflix the 2020 top company for customer service in video on demand (Newsweek Article) Netflix LinkedIn Post
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