Deezer uses Zendesk to orchestrate customer service
Deezer’s customer experience hits all the right notes. The music streaming platform uses Zendesk to strike the right chord with its users and is now taking advantage of all the benefits offered by artificial intelligence. The result? A whole new level of productivity.
“Bots save our advisers a lot of time by handling repetitive, low-value tasks. This frees them up to concentrate on more complex requests. Support bots save us hundreds of hours and thousands of euros every week.”
Romain Milon
Customer Care Manager at Deezer
“Chatbots enable us to provide our customers with a quality service at a lower cost, seven days a week, 24 hours a day. We use them to manage large numbers of basic customer requests, such as changing a login name or password, by retrieving information directly from the IS back office.”
Romain Milon
Customer Care Manager at Deezer
CUSTOMER SUPPORT
24/7
SAVINGS MADE POSSIBLE BY BOTS
Several hundred hours and thousands of euros
LANGUAGES AVAILABLE IN THE CHATBOT
+100
9M
subscribers in 180 countries
2007
Company created
600+
employees
Deezer
A pioneer of music streaming
Deezer pioneered music streaming more than 15 years ago. With more than nine million subscribers in 180 countries, the platform has established itself as a market leader around the world, with France and Brazil as its main markets.
Zendesk, the obvious choice
For a number of years now, Deezer has made the Zendesk Suite the cornerstone of its omnichannel customer relationship management system. Emails, web forms, Messenger conversations, app reviews, live chat... every customer service ticket is handled on this scalable CRM platform. What’s more, it’s in tune with the times. “It’s vital for us to be able to provide ongoing support to our users. This is crucial to both protecting our reputation and building trust. Deezer doesn’t want to be just another platform that’s there just to ‘rake in the monthly payments’, without being able to provide serious support and listen to its customers when needed,” explains Romain Milon, Customer Care Manager at Deezer.
Zendesk brought with it a range of advantages. For example, Deezer was able to integrate live chat directly into Zendesk via Legend Workspace. “This highly intuitive system makes the work of our 40 or so agents much easier. They no longer need to switch from one window to another to manage their tickets or chats. Everything is integrated into a single page,” continues Romain Milon. “Zendesk makes it easy to manage rights and groups thanks to its logical structure. As an administrator, it’s a real pleasure for me to have a tool that’s so easy to access and learn. You don’t need to take a course that lasts several days to learn how to use it. Everything is intuitive. It’s all very fluid. Plus, Zendesk support is very responsive. They always get back to us between 30 minutes and one hour later, which is extremely fast.”
A new layer of automation
In 2022, Deezer took things a step further by incorporating the Ultimate Chatbot integration, available on the Zendesk Marketplace, into its CRM. This solution focuses on the conversational aspect of customer service and understanding exactly what customers want. What’s more, it can do that in over a hundred languages. Needless to say, this is perfect for Deezer, which offers customer support in seven different languages, including English, French and Portuguese. “Chatbots enable us to provide our customers with a quality service at a lower cost, seven days a week, 24 hours a day. We use them to manage large numbers of basic customer requests, such as changing a login name or password, by retrieving information directly from the IS back office,” Romain explains.
If the chatbot receives a request about a technical problem, the chatbot analyses the situation and directs the customer to the right support team. “Bots save our advisers a lot of time by handling repetitive, low-value tasks. This frees them up to concentrate on more complex requests. Support bots save us hundreds of hours of work every week and several thousands of euros every month. It’s a massive difference!”
Finding the right balance between people and automation
Deezer wants to use bots even more in the future to improve both its customer experience and support on Zendesk. “Customer views on automation are changing and it’s becoming a common feature in customer service. Bots are more accepted, even compared to just a few months ago. Of course, this is partly down to the fact that the technology has improved,” notes Romain.
At Deezer, customer service agents play an active role in refining the Ultimate chatbot. And they’re also learning new skills. “The purpose of a bot isn’t to replace a human being, but to assist them. We can't just leave bots on their own, thinking they can solve every problem. We need to support them day in, day out, so that they learn and become more and more effective. The more you train a bot, the less the customer feels like they’re dealing with a bot! We also believe that customers should be free to choose whether they want to talk to an agent or a bot. It’s all a question of balance.”
