L1 Support and Monitoring for MemoryShare, a Funeral Live Streaming Platform
Summary
For two years, ScienceSoft has provided 8/6 L1 support to MemoryShare, a funeral live-streaming platform with over a decade of experience in the field. Our L1 agents achieved a 100% issue resolution rate, handling up to 779 live streams and 259 incidents a month.
About MemoryShare
Founded in 2012, MemoryShare is a US SaaS company providing an all-in-one funeral video streaming solution to over 900 funeral homes. Its web platform allows mourners to attend funerals online from anywhere in the world.
Need for a Resilient Support and Monitoring Team
During the COVID-19 pandemic, MemoryShare’s services experienced a surge in popularity because of the safety measures that restricted visiting funerals in person. As the company needed to ensure high-quality, uninterrupted live streaming of such events, it sought a reliable support provider to check the live streams’ audio and video quality and immediately address any tech issues. MemoryShare was looking for a team of competent L1 agents who would provide reliable support while taking into account the sensitive nature of the service.
Efficient Stream Quality Monitoring and L1 Support
Trusting ScienceSoft’s experience in support services, MemoryShare 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 MemoryShare’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 MemoryShare’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 MemoryShare’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 emotionally taxing events. ScienceSoft’s team lead kept in touch with MemoryShare and held regular meetings to discuss project health and continuously improve service delivery based on MemoryShare’s feedback.
Shane White, Founder and CEO at MemoryShare, says:
As a leader in live streaming services for funeral homes, MemoryShare is committed to delivering a seamless experience for funeral directors and the families they serve. Partnering with ScienceSoft for first-line support has helped us maintain our high service standard during the COVID-19 pandemic. ScienceSoft’s unfailing attention to stream quality and quick collaboration with on-site camera operators and our internal support team have been instrumental to MemoryShare’s operations in the past two years. We’re thankful to have had a dependable partner in ScienceSoft.
Key Outcomes for MemoryShare
- Consistently high live streaming quality and an uninterrupted experience for funeral attendees.
- Fast and smooth issue resolution thanks to the seamless collaboration between ScienceSoft, on-site camera operators, and MemoryShare’s L2 support team.
- 100% issue resolution rate with up to 779 live streams and 259 incidents handled monthly.
Technologies and Tools
Slack, Aircall.
