80% of our agents on this project are either musicians or have direct experience in the music industry. It enables us to offer highly specialized and professional support.
Customer Support For a Global Music Distribution Company
Ditto Music is a musician-led platform that provides distribution, management, and label services, helping over 500,000 artists worldwide to launch and sell their music. Some of the biggest artists started their careers here, such as Ed Sheeran and Sam Smith.
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Industry Music Distribution
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Location United Kingdom
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Size 400+ employees
About the project
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Challenge
The key challenge is to manage a wide range of customer inquiries efficiently while delivering empathetic support and clear, concise communication across all support tiers.
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Solution
- Provided English, Spanish, and French support lines with 40+ agents, 3 Team Leads, and 1 QA manager.
- Established a two-tier support system where Tier 1 addresses general inquiries like product information, while Tier 2 manages complex issues such as account management, payment difficulties, and platform-related queries.
- Replaced the traditional ticket system with a chat-based approach to reduce delays from duplicate requests, improving response times and enhancing customer satisfaction.
- Helped to implement a chatbot to handle basic inquiries, allowing Tier 1 agents to focus on more complex issues, significantly improving efficiency.
- Monitored agents' performance through the Quality Control team, addressing issues promptly and maintaining high service standards with weekly performance reviews alongside the client.
- Developed and implemented an independent onboarding and agent training system to streamline processes without client involvement.
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Tasks we fulfill
- Provide Tier 1 support for general inquiries in English, Spanish, and French.
- Handle Tier 2 support for complex issues like account management and payment problems.
- Manage Content Support to resolve technical issues with music releases and ensure compliance with platform guidelines.
- Offer VEVO Support for video-related inquiries, ensuring content meets platform standards.
- Conduct Content Quality Control by verifying tracks, videos, and related content for accuracy and platform compliance.
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Achievements
- Improved customer communication and aligned KPIs with Ditto's team, helping to track performance more effectively.
- Increased agent efficiency allowed Ditto to move their in-house agents to product-focused roles, while our team now handles the majority of customer support.
- Customer Satisfaction (CSAT) score of the customer support department increased from 51% to 88%.
- Ditto’s overall project CSAT improved from 54% to 82%.
- The overall response rate improved from 3.5 to 8 responses per hour.
- We reached 20% + customer feedback rate.
Interesting fact
Results
Since 2022, Simply Contact has optimized Ditto Music's customer support by streamlining multilingual communication (English, Spanish, French). Our teams provided specialized assistance, such as Content Support for music releases and video-related inquiries, ensuring faster issue resolution and improved customer satisfaction.
Also, our Content Quality Control team maintains high-quality standards, ensuring timely and accurate music distribution across platforms like Spotify and Apple Music.
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88%
CSAT increased from 51%
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40+
customer support agents
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8
responses per hour that increased from 3.5
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3
languages of service
Testimonial
Since partnering with Simply Contact, we have experienced an improvement in our customer support response times, a decent increase in customer satisfaction scores, and a considerable reduction in customer support expenses.
They are attentive to our requirements and are quick to implement any necessary changes. Their team is professional, efficient, and proactive in addressing potential issues.
Stacey Warder
Head of Support, Ditto Music
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