Deezer Raises the Roof on their Customer Satisfaction with Miuros

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

Everyday, thousands of people interact with Deezer’s support team, who ensure that all users have access to music anytime, anywhere. As Head of Global Support, Patrick Dunford was on the lookout for new technology to help him serve customers quickly, whilst maintaining industry-leading service standards.

His team relied too heavily on manual work. “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.

Deezer puts a great deal of emphasis on quality. Delivering more timely responses to their users is always the goal, but as Carla also said, “fast does not necessarily mean good”. The real challenge was to analyze quality and quantity simultaneously and to take action.

One specific struggle was understanding template usage on their Zendesk: how agents were using them, whether they were being used in the right ways and having visibility over the performance of the templates.

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.

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”. 

Associate Managers and Team Leads use Miuros Review every day to give feedback through 1-1s and coaching sessions. Agents are also encouraged to monitor their own performance. They were now giving their agents the same level of personalized feedback that their customers receive. 

Manual work was also something that they struggled with. They categorized tickets manually on their Zendesk and scrolled through a list of templates to apply the right one. When they implemented Miuros Assist, their tickets were automatically categorized and the best templates were recommended in an instant. By streamlining workflows, agents cut their handling times and could focus on giving Grammy award-winning support.

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

• Deezer has become an (even more) data-driven team; Team Managers now rely on pure facts to make decisions and pilot their activities through improved agent productivity processes, coaching techniques and template performance analysis.

• Within weeks of launching Miuros, Deezer’s main KPIs: Customer Satisfaction and First Reply Time improved significantly. In fact, September to January - Deezer’s busy period - has been their best to date.

• Miuros decreased Deezer’s cost per contact. 

• Since Deezer’s support interacts with current users, trial customers and future listeners, Miuros could contribute not just to Customer Satisfaction, but customer loyalty and retention too. 

What’s next?

Deezer serves music fans all over the globe. Patrick found that providing identical support in two different languages doesn’t yield the same results; cultural differences have a significant impact on customer satisfaction. Therefore, Deezer’s next challenge is to maximize their customer satisfaction and delight customers worldwide.

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