Scale Your Streaming Empire, Not Your Overhead
The OTT market is exploding, but so are the operational complexities. Stop juggling content moderation, subscriber support, and royalty calculations.
We provide the expert back-office engine to streamline your operations, so you can focus on creating content that captivates your audience.
Why Partner with LiveHelpIndia for OTT Back Office Support?
We're not just another BPO. We are your strategic partner in operational excellence, combining deep industry knowledge with AI-powered efficiency to ensure your platform runs flawlessly and profitably.
Deep OTT Expertise
We live and breathe streaming. Our teams understand the nuances of VOD, SVOD, AVOD, and FAST models, ensuring your back office is aligned with your specific business strategy.
Ironclad Security
Your content and subscriber data are your most valuable assets. We protect them with CMMI Level 5, SOC 2, and ISO 27001 certified processes, ensuring total compliance and peace of mind.
AI-Powered Efficiency
Leverage our AI-driven workflows for automated content tagging, intelligent subscriber support routing, and predictive analytics, reducing manual effort and improving accuracy.
24/7 Global Support
The world of streaming never sleeps, and neither do we. Provide your subscribers with round-the-clock, multilingual support that enhances retention and satisfaction.
Scalability on Demand
Whether you're launching a new service or experiencing viral growth, our flexible engagement models allow you to scale your back-office team up or down instantly.
Significant Cost Savings
Reduce your operational expenditure by up to 60%. Our offshore model gives you access to top-tier talent without the high cost of in-house teams.
Focus on Core Business
Free your internal teams from repetitive back-office tasks. Let them focus on what they do best: content acquisition, production, and marketing to grow your audience.
Monetization Mastery
We handle the complexities of subscription management, ad operations support, and royalty calculations, ensuring you maximize every revenue stream efficiently.
Seamless Integration
Our teams are proficient with major OVP, CRM, and ad-tech platforms. We integrate directly into your existing tech stack for a smooth, disruption-free partnership.
Our Comprehensive OTT Back Office Services
We offer a full spectrum of managed services designed to handle every operational aspect of your streaming platform, from content ingestion to subscriber analytics.
Content Lifecycle Management
Ensure your content pipeline is efficient, accurate, and always ready for primetime. We manage the entire journey of your digital assets, from the moment they arrive to the moment they go live, ensuring a flawless viewing experience for your audience.
Metadata & Taxonomy Management
We enrich your content with accurate, SEO-friendly metadata, including titles, descriptions, genres, and keywords, making it easily discoverable for users and recommendation engines.
Content Ingestion & QC
Our team handles the technical process of uploading and encoding video assets, performing rigorous quality control checks to ensure optimal video and audio quality across all devices.
Digital Rights Management (DRM)
We assist in managing DRM policies and content rights, ensuring compliance with licensing agreements and preventing unauthorized distribution of your valuable assets.
Content Moderation & Compliance
Using a combination of AI tools and human oversight, we moderate user-generated content and ensure all assets comply with regional regulations and platform guidelines, protecting your brand's reputation.
Outcomes
- Faster time-to-market for new content releases.
- Improved content discoverability and user engagement.
- Reduced risk of compliance breaches and copyright issues.
Subscriber Lifecycle Support
Build a loyal subscriber base with exceptional, 24/7 customer care. We manage every touchpoint of the subscriber journey, from seamless onboarding to proactive retention, turning casual viewers into dedicated fans.
24/7 Multilingual Customer Support
Provide round-the-clock support via chat, email, and phone for billing inquiries, technical issues, and account management, ensuring high subscriber satisfaction.
Subscription & Billing Management
We handle the entire billing cycle, including processing payments, managing upgrades/downgrades, handling failed payments, and resolving disputes to ensure consistent revenue flow.
Churn Management & Retention
Our teams identify at-risk subscribers and execute targeted retention campaigns, including special offers and proactive outreach, to minimize churn and maximize lifetime value.
Community Management
We engage with your audience on social media and community forums, fostering a positive environment, gathering feedback, and building a strong brand community.
Outcomes
- Increased subscriber satisfaction (CSAT) scores.
- Reduced voluntary and involuntary churn rates.
- Higher customer lifetime value (CLV).
Monetization Operations Support
Maximize your revenue potential across all models—SVOD, AVOD, TVOD, and FAST. We manage the complex operational tasks that underpin your monetization strategy, ensuring accuracy, efficiency, and profitability.
Ad Operations (AdOps) Support
For AVOD and FAST platforms, we manage ad trafficking, campaign setup, performance monitoring, and reporting, helping you maximize ad fill rates and CPMs.
Royalty & Payout Management
We accurately calculate and process royalty payments to content creators, studios, and partners based on complex licensing agreements and viewership data.
Affiliate & Partner Management
Our team manages relationships with distribution partners and affiliates, handling onboarding, performance tracking, and commission payouts.
Fraud Detection & Prevention
We monitor for fraudulent activities like account sharing, payment fraud, and click fraud, implementing measures to protect your revenue and platform integrity.
Outcomes
- Increased ad revenue and fill rates.
- Accurate and timely payments to partners, fostering trust.
- Reduced revenue leakage due to fraud and billing errors.
Data Management & Analytics
Turn raw data into actionable intelligence. We manage your data pipeline and provide insightful reporting that empowers you to make smarter decisions about content, marketing, and product development.
Data Cleansing & Hygiene
We ensure your subscriber and viewership data is clean, accurate, and standardized, providing a reliable foundation for all your analytics efforts.
Reporting & Dashboard Creation
We create and maintain custom dashboards tracking key metrics like Monthly Active Users (MAU), churn rate, Average Revenue Per User (ARPU), and content performance.
Audience Segmentation
We analyze user behavior to create detailed audience segments, enabling you to personalize content recommendations and marketing campaigns effectively.
Content Performance Analysis
Our team provides reports on which content is performing best, helping you make data-driven decisions for content acquisition and production strategies.
Outcomes
- Data-driven decision-making across the organization.
- Higher ROI on content acquisition and marketing spend.
- Deeper understanding of audience behavior and preferences.
Ready to Offload Your Operational Headaches?
Let's discuss how our tailored OTT back-office solutions can help you reduce costs, improve efficiency, and accelerate your growth. Schedule a no-obligation consultation with one of our OTT experts today.
Schedule Your Free ConsultationSuccess in Streaming: How We Help Platforms Thrive
Don't just take our word for it. See how we've provided tangible results for OTT platforms, from niche startups to established players.
Case Study: Scaling Subscriber Support for a Niche SVOD Platform
Industry: Entertainment & Media (SVOD)
Client Overview: A rapidly growing subscription video-on-demand (SVOD) service specializing in independent films. They were experiencing a surge in subscribers but their small in-house support team was overwhelmed, leading to long response times and declining customer satisfaction.
"LiveHelpIndia didn't just give us agents; they gave us a strategic support system. Our CSAT scores are at an all-time high, and our team can finally focus on acquiring the next great film for our library."
- Sarah Jenkins, Head of Operations, CineFlix Plus
The Problem
The client's success was becoming their biggest challenge. They faced a backlog of support tickets, negative reviews about slow service, and a rising churn rate directly linked to poor customer experience. They needed to scale their support operations quickly without the massive cost of hiring and training a large in-house team.
Key Challenges:
- 24/7 support coverage was non-existent.
- High volume of billing and technical support queries.
- Inability to handle multi-language support for international users.
- Rising operational costs and employee burnout.
Our Solution
We deployed a dedicated, 24/7 multilingual customer support team trained specifically on the client's platform and content library. The solution was designed for scalability and immediate impact.
- Implemented a tiered support system to escalate complex technical issues efficiently.
- Created a comprehensive knowledge base for agents to ensure consistent and accurate responses.
- Utilized AI-powered chatbots to handle common, repetitive queries, freeing up human agents.
- Provided detailed weekly reports on ticket volume, resolution times, and customer satisfaction trends.
Case Study: Streamlining AdOps for a Global FAST Channel Provider
Industry: Ad-Supported Streaming (FAST/AVOD)
Client Overview: A provider of Free Ad-Supported Streaming TV (FAST) channels distributed across multiple platforms. Their lean internal team was struggling to manage the complex ad trafficking, campaign management, and reporting required to maximize revenue.
"The AdOps team from LiveHelpIndia is an extension of our own. Their expertise directly translated to higher fill rates and CPMs. They've been instrumental in our profitability."
- David Chen, VP of Monetization, StreamNow TV
The Problem
The client was leaving money on the table due to inefficient ad operations. They faced issues with ad discrepancies, low fill rates on certain channels, and a lack of detailed analytics to optimize their ad strategy. They needed expert AdOps support to plug these revenue leaks.
Key Challenges:
- Managing ad campaigns across multiple demand sources and platforms.
- Ensuring low ad latency and a good viewer experience.
- Lack of resources for detailed performance analysis and optimization.
- Difficulty in generating timely and accurate revenue reports for stakeholders.
Our Solution
We provided a dedicated AdOps team that integrated seamlessly with the client's existing ad tech stack. The team took over the day-to-day management of ad campaigns, from trafficking to final reporting.
- Implemented a unified dashboard for real-time monitoring of key AdOps metrics.
- Proactively managed ad inventory to optimize fill rates and maximize yield.
- Conducted regular A/B testing of ad placements and formats to improve performance.
- Provided in-depth monthly performance reviews with actionable recommendations.
Case Study: Efficient Content Operations for an EdTech VOD Service
Industry: Education Technology (VOD)
Client Overview: An online learning platform with a vast library of video courses. Their content team was bogged down by the manual, time-consuming process of ingesting, tagging, and quality-checking hundreds of new videos each month.
"By outsourcing content operations to LiveHelpIndia, we cut our content processing time in half. Our instructors are happier, and our students get access to new courses faster than ever."
- Dr. Emily Carter, Founder, KnowledgeStream
The Problem
The client's content pipeline was a major bottleneck. The slow turnaround time for getting new courses live on the platform was frustrating for content creators and delayed revenue generation. The process was prone to human error, leading to inconsistent metadata and occasional quality issues.
Key Challenges:
- Long lead times for content ingestion and processing.
- Inconsistent application of metadata and tags.
- Lack of a standardized quality control (QC) process.
- High internal costs associated with a repetitive, non-core function.
Our Solution
We established a streamlined, assembly-line workflow for the client's entire content operations, from ingestion to publishing. We combined AI-powered tools for initial tagging with meticulous human oversight for quality assurance.
- Developed a standardized QC checklist to ensure every video met quality standards.
- Used AI tools to auto-generate transcripts and initial metadata tags, which were then reviewed by our team.
- Managed the entire video encoding and uploading process across their OVP.
- Provided a clear dashboard for the client to track the status of each piece of content in the pipeline.
Platforms & Tools We Master
Our teams are proficient in the leading technologies that power the OTT ecosystem. We integrate seamlessly into your existing workflow without a steep learning curve.
Our Seamless Onboarding Process
We've refined our process to ensure a smooth, efficient, and transparent transition, getting your outsourced team up and running in record time.
Discovery & Scoping
We work with you to understand your exact needs, workflows, and KPIs to design a tailored back-office solution.
Team Selection & Training
We handpick a dedicated team with the right skills and provide intensive, platform-specific training.
Integration & Pilot
We integrate with your systems and run a pilot program to fine-tune processes and ensure perfect alignment.
Full Launch & Optimization
We go live, continuously monitoring performance and providing regular reports to drive ongoing improvement.
Serving the Entire Streaming Ecosystem
Our expertise spans across all segments of the rapidly evolving OTT and digital media landscape.
What Our Clients Say
We're proud to be a trusted partner for innovative companies in the digital media space.
"The level of detail and dedication from the LiveHelpIndia team is unmatched. They handle our entire content QC process, and our error rate has dropped to virtually zero. It's a game-changer for our operational efficiency."
"We needed to provide 24/7 support for our global user base but couldn't afford an in-house team. LiveHelpIndia provided a cost-effective, high-quality solution that has significantly improved our customer satisfaction."
"Managing royalty calculations was a monthly nightmare. The team at LiveHelpIndia streamlined the entire process, ensuring our content partners are paid accurately and on time, every time. I can't recommend them enough."
"Their data analytics team provides us with incredible insights from our viewership data. The reports are clear, actionable, and have directly influenced our content acquisition strategy for the better."
"As a startup, we have to be nimble. LiveHelpIndia's flexible model allowed us to scale our back-office support as we grew. They've been a true partner in our journey from launch to profitability."
"The security and compliance (CMMI 5, SOC 2) were major factors for us. Entrusting our subscriber data to LiveHelpIndia was an easy decision given their robust security protocols. They take it as seriously as we do."
Meet Some of Our OTT Service Experts
Our strength lies in our people. We employ seasoned professionals with deep experience in media operations, customer support, and data analysis.
Angela J.
Senior Manager - Enterprise Business Solutions. Angela specializes in designing scalable support workflows for high-growth SVOD and AVOD platforms.
Dilip B.
Manager, Certified Customer Experience. Dilip leads our 24/7 multilingual support teams, focusing on improving CSAT and first-contact resolution for OTT subscribers.
Vishal N.
Manager, Senior Data Scientist. Vishal transforms raw viewership data into actionable insights, helping clients optimize content strategy and reduce churn.
Kendra F.
Senior Manager - Enterprise Technology Solutions. Kendra oversees the seamless integration of our teams with client-side OVPs, CRMs, and ad-tech stacks.
Flexible Engagement Models for Every Stage of Growth
We understand that one size doesn't fit all. Choose the model that best aligns with your business needs, budget, and long-term goals.
Dedicated Team Model
An entire team that works exclusively for you as an extension of your in-house operations. Ideal for platforms requiring deep integration and specialized knowledge.
Managed Services Model
We take full ownership of specific back-office functions based on agreed-upon SLAs and KPIs. You define the outcome, we deliver the results. Perfect for offloading entire operational verticals.
On-Demand & Project-Based
Need help with a one-time project like a massive content library migration or a short-term support surge for a major live event? We provide expert resources on a project basis.
In-House vs. LiveHelpIndia: A Clear Choice
See how outsourcing your OTT back office to us provides a strategic advantage over building and maintaining a costly in-house team.
| Feature | In-House Team | LiveHelpIndia (Managed Services) |
|---|---|---|
| Cost Efficiency | High salaries, benefits, overhead | Up to 60% cost savings |
| Scalability | Slow, difficult to scale up/down | Scale on-demand within days |
| 24/7 Coverage | Extremely expensive and complex | Standard, built-in capability |
| Access to Expertise | Limited to who you can hire | Access to a diverse pool of specialists |
| Focus on Core Business | Management time spent on operations | Frees up your team for strategic growth |
| Technology & Tools | Requires significant capital investment | Leverage our existing best-in-class tech stack |
| Security & Compliance | Costly and time-consuming to achieve | CMMI 5, SOC 2, ISO 27001 certified |
Frequently Asked Questions
Have questions? We have answers. Here are some of the most common inquiries about our OTT back-office services.
Security is our top priority. We are an ISO 27001 and SOC 2 certified company, adhering to the strictest international standards for data security. Our operations include secure networks, access controls, regular audits, and comprehensive employee training to ensure your data is always protected.
Our onboarding process is designed for speed and efficiency. Depending on the complexity and scale of your requirements, we can typically have a fully trained and integrated team ready to start within 2 to 4 weeks from signing the agreement.
Our agents undergo a rigorous training program that includes general customer service and technical support skills, followed by intensive, client-specific training. This covers your platform's UI, common issues, brand voice, and escalation protocols to ensure they act as a true extension of your team.
We have extensive experience working with a wide range of industry-standard platforms (OVPs, CRMs, helpdesks, ad servers). Our technical teams work closely with yours to establish secure integrations, whether through direct API connections or by operating within your existing software licenses.
We believe in full transparency. You will receive regular, detailed reports tailored to your specific KPIs. This can include daily performance dashboards, weekly summaries, and monthly business reviews covering metrics like ticket resolution times, CSAT scores, content processing volume, and ad performance.
Absolutely. We offer multilingual support to cater to your global audience. We can build teams fluent in major world languages to ensure your subscribers receive excellent service, no matter where they are located.
Let's Build Your Operational Backbone
Fill out the form below to get a free, no-obligation quote and discover how LiveHelpIndia can help you scale your OTT platform efficiently and profitably.