Deezer is a music streaming service that gives customers access to 90 million tracks, curated playlists, and personalized recommendations.
They support users worldwide in 7 languages: French, English, Turkish, Arabic, German, Spanish, and Portuguese.
Approximately 50 agents serve Deezer’s customers — and Head of Customer Care, Patrick Dunford, wants to keep it that way.
Support agents manage requests through chat and tickets.
Agents were dealing with high volumes of (relatively) non-urgent inquiries and unpredictable surges in support requests.
With automation, Deezer implemented a scalable and cost-effective first point of contact across both chat and tickets. They were able to easily integrate it with their existing CRM system: Zendesk.
Aline Giazzon
Automation Manager, Deezer
Their virtual agent takes care of the same workload as 5 full-time employees — that’s €155,000 saved each year.
Automation takes away the stress of unexpected support request spikes (and having to hire additional agents to manage these surges).
Powered by conversational AI — instead of simple translation tools — our solution helps Deezer offer quality, native-level support in 7 languages.
Our flexible pricing model meant that Deezer could start small, and expand to new channels & languages when it made sense for their business.
