How DAZN humanized digital sales and boosted retention with Konecta

Konecta stepped in as a proactive consultant and strategic partner to bridge the gap between DAZN’s advanced technology and the end-user. Aligning with DAZN’s global governance model and customer-centric ethos, Konecta introduced specialized telephone support via an expert team based in Valladolid, Spain. This was complemented by a dedicated customer loyalty service located in Morocco, where agents assist and support customers navigating the cancellation process.

This approach transformed the digital sales journey into an assisted, human-led experience. Konecta’s agents functioned not just as support agents, but as expert guides assisting users in their purchasing decisions. The team integrated seamlessly with DAZN’s internal tools and AI-driven pre-consultation processes, continuously providing improvement proposals and sharing successful cross-sector trends to optimize contact and sales channels.

The collaboration yielded a significant improvement in customer retention, ensuring subscribers stayed for the right reasons. By deploying human advisors to complement DAZN's digital channels, Konecta successfully eliminated the technological barriers that previously hindered customer acquisition in Spain. 

The relationship fundamentally evolved from a standard transactional model into a high-value partnership of trust. DAZN now leverages Konecta’s global knowledge pool to optimize its sales and contact channels continuously. 

By successfully blending expert human connection with DAZN’s technological lifeblood, the joint operation has established a scalable, inclusive, and highly agile customer experience ready to support massive events like the 2026 FIFA World Cup.