FOX Sports Mexico integrates Zendesk into the FOX Sports MX app

FOX Sports is the leading multiplatform sports broadcasting brand in Mexico within the Pay TV and streaming industry, offering the best live and exclusive events through its channels: FOX Sports 1, FOX Sports 2, FOX Sports 3, and FOX Sports Premium, which provides the best ad-free experience.

Subscribers can enjoy major national and international competitions, such as the Liga MX, Liga MX Femenil (Mexican soccer), CONCACAF Champions League (pan-regional soccer), the NFL (football), Formula 1 (top-tier motorsport), MLB and LMB (baseball), UFC, WWE (mixed martial arts and wrestling), among other high-quality content and original productions.

In 2022, the company launched the FOX Sports MX APP—a digital platform that makes it easy to watch content whenever and wherever you want. Entering the streaming industry helped the company meet the latest viewing trends. Users can now not only watch major live events, but also have access to all of the content from every channel via a monthly subscription. Plus, it’s compatible with most current devices and operating systems, including Smart TVs, streaming devices, and mobile devices.

New challenges bring new solutions

FOX Sports is recognized not only for its wide range of content but also for the value-added experience provided by its analysts and hosts—not to mention the high quality of its broadcasts. The goal is to maintain this standard across its new services, especially in the subscription video on-demand (SVOD) streaming model. But that’s easier said than done, as the company wanted to integrate its video service with something new that could cater to the latest viewing habits on OTT platforms.

To overcome this challenge, the company had to implement a comprehensive set of services for channel management, monitoring, and end-user support. These services also needed to efficiently address technical and product issues. FOX Sports ultimately turned to Zendesk and its team of specialists to support the project.

Optimizing customer support without sacrificing quality

For FOX Sports, providing first-class customer support to meet the needs and address the concerns of its users is crucial. That’s why the company set up various communication channels, including email, a bot, help center, and social media accounts—all aimed at making it easy for subscribers to get in touch and receive quick and efficient responses.

What’s more, FOX Sports integrated Zendesk into its customer support system. In collaboration with CXC Latam, this allowed the company to implement a comprehensive support ticket system linked to all of the company’s communication channels.

The team also decided to integrate the Zendesk platform with an internal billing system, allowing users to submit queries about subscription transactions and track payments using web billing features. These solutions are improving both user interactions and customer support for a more efficient and streamlined customer experience.

One-touch solutions boost efficiency

In December 2022, after implementing Zendesk CX solutions and adding communication channels and billing functionalities, the company saw significant improvements in customer service efficiency and subscriber inquiry follow-ups for the FOX Sports MX app.

Key results achieved:

— 20% reduction in operating costs
— 15% lower dropout rate
— 40% of inquiries answered by the bot

After integrating email, a bot, help center, and social media channels, the company found it much easier to access and share information, for example about internal processes, packages, prices, audiences, and alerts sent to subscribers. This helped reduce response times to tickets.
Plus, the bot has become an amazing assistant, resolving about 40 percent of all queries. This improves both contact efficiency and the user experience.


FOX Sports Mexico uses Zendesk to enhance its customer experience, improve efficiency in user interactions, and maintain support quality—all while implementing a new service with its subscriber app.
Given that live events are broadcast daily, customer support services must operate 24/7 on FOX Sports México platforms, including weekends and holidays. Today, the FOX Sports MX app is installed on more than 500,000 devices and runs on various platforms and operating systems, including Android, iOS, Apple TV, Samsung Tizen, LG webOS, Roku, Amazon Fire TV, Chromecast, Android TV, and web browsers.