As the impact of video on viewers becomes more widely recognized, more and more companies are building their own video-based media and using it for their own marketing. Whether you are a person in charge of building a video media platform for the first time, or someone with a lot of experience in video operations, you will want to choose a stable service that is easy to use from among the many video distribution platforms available. In particular, the ability to smoothly implement the platform and the quality of the support system are important requirements. Brightcove has a reputation for the quality of its support, and it even has a Japanese-language onboarding system in place, so you can rest assured. In this article, we will look at the advantages of Brightcove from the perspective of “support”.
## Two reasons why Brightcove support is excellent
### 1. Japanese support
Brightcove has Japanese-speaking support staff located all over the world. This means that a system is in place to provide support in Japanese 24 hours a day, 365 days a year, so even in an emergency you can receive the support you need quickly.

Standard support is available via the portal site or email, and by subscribing to additional support packages, you can use phone support, live chat, dedicated live event support, 24/7 support, and more, to contact us in the way that suits you, whenever you like. Please contact a Brightcove sales representative for pricing on these additional packages.
### 2. You can receive support both during implementation and during operation
Many people consider YouTube when choosing a video platform. However, YouTube does not have a support system.
Brightcove offers multiple multi-channel support programs with support from highly skilled support specialists and operational knowledge of top media and markets around the world. In addition to onboarding support during implementation, we also have a customer support program in place for operation, so you can receive support in a timely manner.
## Features of “Onboarding” (Implementation)
### 1. One-on-one onboarding
With other companies’ services, onboarding often just involves watching video training, but with Brightcove, we provide one-on-one onboarding in Japanese.
The onboarding environment is online. We support 1:1 onboarding, from Ultra HD, high-touch, to Full HD, SD, and other low-touch. We also support specific requests and requirements for each company, as long as they are within the scope of the Brightcove product.
In addition, you can also do your own onboarding at your own pace on Brightcove Academy, which you can watch at a time that is convenient for you.

### 2. Achieved an average customer satisfaction score of 4.8
Brightcove is also known for its high customer satisfaction rating thanks to its attentive support. The company achieved an average customer satisfaction score of 4.8 out of 5 (2022 results).
### 3. Global support system
programs are shared and refined by our global team. Customer feedback is shared globally, so common questions and stumbling points are covered by the entire team. This allows all members to provide the same high-quality support.
### 4. In some cases, you will be assigned a dedicated onboarding manager
Depending on the service you use, you may be assigned a dedicated, certified PMP onboarding manager.
## Features of the “Customer Support Program” (during operation)
### 1. Support staff with industry-leading certification levels
Brightcove support responds to customer technical inquiries in a timely manner. Customers can access the Brightcove technical support team via a support portal where they can view support documentation, as well as chat and email to manage the status of their inquiries.

Incidentally, Brightcove has been designated as a Support Staff Excellence Center by the Technology Services Industry Association (TSIA). This award is given at the company level to organizations that have completed the Staff Support Excellence (SSE) program, and certifies that the work of the support team’s personnel and processes is at the highest level in the industry. Brightcove has won this award for eight consecutive years, and is proud of its superiority to other companies.

Depending on the plan you have subscribed to, you can use services such as telephone support, live chat, dedicated live event support, and 24/7 support.
### 2. The Platinum+ program also provides even more extensive support
The Platinum+ program provides dedicated support members who are familiar with your usage situation. In addition to the GOLD support content, you will also receive dedicated CXM, PS, and AMs, as well as 24/7/365 general support, industry-leading support SLAs, scheduled support calls, and support for three live events.
### 3. Members who meet globally unified support standards are active
At Brightcove, we use the same processes globally, eliminating variations in the quality of service provided by individual support members. We also maintain internal documentation to ensure that we deliver the same quality of service to all customers.

We also provide regular training for our support team members, and are constantly working to improve our support technology and knowledge.
By handing off support cases between staff members in charge of different regions, we are able to provide continuous support for urgent issues. By having several people working together, we have created a system that allows us to respond continuously.
Furthermore, we publish a system status page to keep you informed of the real-time status of the system. You can keep track of the situation in a timely manner.
### 4. We have a proven track record of supporting live streaming for large events such as SXSW
Brightcove has a track record of supporting live events and has also been active in the background of events with 2 million concurrent connections. In recent years, we have also successfully streamed online events such as SXSW 2021.