Deezer Raises the Roof on their Customer Satisfaction with Miuros

"Miuros helped us address main challenges: Monitoring staff behaviour, giving better feedback and macro performance identification".

Patrick Dunford, Global Client Support Manager

Deezer

We’re all different, we all have our own tastes. Deezer lets you play the music and podcasts you just have to hear - even if you don’t know it yet. You bring the passion, they bring the music.

Founded in 2007, it quickly became one of the industry leaders in online music streaming. Now Deezer offers a large number of premium features, including offline listening, curated playlists and your personal musical Flow, as well as mixes and channels. Deezer’s library encompasses 56 million tracks and podcasts, serving 16 million active monthly users.

The Challenge

“Checking tickets one by one took forever” and reviewing team performance effectively was challenging. He needed to give his managers access to data faster, to dig deeper into how agents were working and arrive at truly data-driven conclusions.

Each question that needed answering required different research. To come up with an answer you had to check every single ticket. It took ten clicks to get to your point, it was really annoying.

Carla Saxby, Associate Client Support Manager

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The real challenge was to analyze quality and quantity simultaneously and to take action.

The Solution

Deezer rolled out Miuros’ Intelligence suite for their global support team to access more detailed data in a flexible way. Instead of having Team Managers carry out manual research to answer complex questions, Miuros Insights now answers them with the click of a button.

"Identifying unusual behaviour in the past would take me days. With Miuros, I can see it immediately".

Maeva Palussiere, Associate Client Support Manager

Because managers could quickly play around with the data, they were also able to better prepare themselves for 1-1s. It was important for the streaming company to start giving feedback on their agents’ work “based on facts, not just gut feeling”. 

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"Miuros helped us address main challenges: Monitoring staff behaviour, giving better feedback and macro performance identification".

Patrick Dunford, Global Client Support Manager

Miuros Insights’ template analysis dashboard gave Patrick and his team deeper insight into the effectiveness of each template. Identifying which ones had lower customer satisfaction scores - and making the necessary adjustments - was an issue that they managed to solve with ease.

Results

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What’s next?

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"Now with Miuros Review, we've been able to level up to the next stage and share information and feedback with everybody".

Patrick Dunford, Global Client Support Manager

Headquarters

Paris, France

Agents

40

Suite of products

Insights
Assist
Review

Customer Since

2018

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