Welcome to Hive! We believe that every interaction you have with our brand should be nothing short of exceptional. But what exactly is Customer Experience (CX), and why does it matter? Let's explore how CX shapes your journey with us and how we're committed to
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delivering the
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Hive Network Readiness
The Hive Network Readiness Process confirms that a customer’s network is properly configured and ready for a complete deployment of the Hive Streaming solution with a partner’s video platform.
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During the Hive Customer Network Readiness Process, Silent Testing is used to simulate a live video event capturing performance statistics. Used together, the Hive Client Self Test and Silent Test provide a high level of confidence that the customer network can support large-scale live video events with Hive.
Activation Process
The Hive Streaming Activation Timeline process is focused on getting a customer production-ready and trained on Hive tools and services in order to succeed in their video communication strategy.
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Quarterly Business Reviews
Our QBR sessions are designed to facilitate periodic conversations with our clients, and are dedicated to allowing us to share successes, discuss lessons learned, and ensure continuous improvement in the ongoing Hive Customer Experience process.
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Customer Support
Hive Streaming provides support services to ensure the solution is optimized for each customer’s network, and offer knowledge sharing and troubleshooting for streaming and video distribution events.
Hive Support uses a standard ticketing system for efficient communication and the tracking of submitted requests relating to Hive Products and Services.
The three primary goals of Hive support:
Provide excellent Customer Service
Ensure Customer Success by maintaining and releasing product updates, and offering value-added services to secure production activities
Manage and drive all other requests submitted via the Hive Support Center
Hive Streaming provides multiple channels for getting help:
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Web: HIVE Support Center
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best possible experience at every step.
What is Customer Experience?
Customer experience, or CX, is the overall impression you have of a brand based on your interactions with it. It's more than just the quality of our products or services—it's about every touchpoint of your journey with Hive, from browsing our website to receiving post-sale support. At Hive, we understand that each interaction contributes to your perception of our brand, including the emotions, behaviors, and needs associated with them.
Elevating Your Experience with Hive
At Hive, we're dedicated to elevating your experience every step of the way. Our mission is clear: to achieve exceptional unified customer experiences across all touchpoints of your journey with us. Regardless of whether we're a customer-facing team or not, we prioritize putting you at the center of everything we do. By adopting journey management as our customer-centric way of working, we empower all functions within our organization to collaboratively improve your experience. Customer Experience Management ensures that every aspect of our operations is aligned with delivering the best possible customer experience. Through understanding your needs and preferences, we streamline our processes and optimize our resources to better serve you, leading to more efficient operations and cost savings. CX isn't merely a separate department at Hive—it's a function that supports the work of every team, from Marketing to Product to Sales. Through aligning our efforts and fostering open communication, we ensure coherence and consistency at every touchpoint of your journey.
Your Experience Matters
At Hive, your experience is our top priority. By putting you at the center of everything we do and adopting a customer-centric approach across all functions, we're committed to delivering exceptional experiences that exceed your expectations.