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High volumes of casual contacts? No problem. With Ultimate’s automation solution taking on the workload of 5 agents (and providing instant first responses) leading music streaming service Deezer can keep its close-knit support team small by design.
Music streaming service giving customers access to 90 million tracks, curated playlists & personalized recommendations
Deezer supports its global users in 7 languages: French, English, Turkish, Arabic, German, Spanish & Portuguese
Approximately 50 agents serve Deezer’s customers — and Head of Customer Care, Patrick Dunford, wants to keep it that way
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
Zendesk
Deezer needed an automation solution that would balance cost-efficiency with outstanding CX. That made our industry-leading conversational AI a deciding factor in why they chose to automate with Ultimate. Instead of using a translation layer, our language-agnostic virtual agent can understand 109 languages. That allows Deezer to provide round-the-clock, native-level support in 7 of these.
After launching Chat Automation in English, Deezer’s Automation Manager Aline Giazzon and her team of bot builders expanded to 6 additional languages. Building on their chat success, Deezer then went live with Ticket Automation. And the team is constantly working with Carl, one of our Customer Success Managers at Ultimate (and a Zendesk expert) to improve customer experiences.
Aline Giazzon
Automation Manager, Deezer
Patrick Dunford
Head of Customer Care, 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 Deezer could start small, and expand to new channels & languages when it made sense for their business