How Deezer saved 200 agent hours each week & delivered joyful CX through instant support

A smiling woman dancing, with the Ultimate connector.

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.

Deezer at a glance

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The customer

Music streaming service giving customers access to 90 million tracks, curated playlists & personalized recommendations

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The market

Deezer supports its global users in 7 languages: French, English, Turkish, Arabic, German, Spanish & Portuguese

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The support team

Approximately 50 agents serve Deezer’s customers — and Head of Customer Care, Patrick Dunford, wants to keep it that way

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The situation

High volumes of (relatively) non-urgent inquiries and unpredictable surges in support requests

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The solution

With automation, Deezer implemented a scalable and cost-effective first point of contact across both chat and tickets

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The CRM

Zendesk

The Ultimate automation journey

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.

AlineGiazzon
“Carl from Ultimate really understands how Zendesk works. So when we’re bringing up ideas he knows if they’ll be possible or not and can suggest other solutions.”

Aline Giazzon
Automation Manager, Deezer

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Automation use case spotlight: providing instant support

  • 100% of queries are initially answered by the virtual agent, providing an immediate first response to customers

  • The virtual agent then gathers additional information before escalating more complex questions to a human agent, driving down handle times

  • Automation allows Deezer to deflect 2,500 chats and 7,000 tickets each month
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Automation use case spotlight: managing contact spikes

  • To manage costs, Patrick keeps his support team small — but this makes them vulnerable to unexpected fluctuations in request volumes

  • After a recent service outage, AI-powered chat and ticket automation saved agents from manually answering around 3,000 extra inquiries

  • Their virtual agent allows them to ride out any storms, without taking on extra staff or making their customers wait
PatrickDunford
“We deliberately decided we don’t want hundreds of agents, so we needed to find a scalable model that could deal with a large number of users in a cost-efficient way.”

Patrick Dunford
Head of Customer Care, Deezer

Success in numbers

Support 24/7
Languages served 7
Agent hours saved weekly 200

What Deezer loves most about our solution

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Cost-efficient

Their virtual agent takes care of the same workload as 5 full-time employees — that’s €155,000 saved each year

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Scalable

Automation takes away the stress of unexpected support request spikes (and having to hire additional agents to manage these surges)

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Multilingual

Powered by conversational AI — instead of simple translation tools — our solution helps Deezer offer quality, native-level support in 7 languages

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Flexibile

Our flexible pricing model meant Deezer could start small, and expand to new channels & languages when it made sense for their business

Ready to streamline your support with automation?