Artists don’t want to be walked through scripted replies—they want help from someone who understands the nuances of distribution and the emotional side of being a creator.
Over 80% of the agents on the project have hands-on experience in music, either as performers, producers, sound engineers, or managers. That single decision changed everything. Artists can feel the difference when they speak with someone who’s been in the studio, waited for release approvals, or uploaded tracks themselves.
This musical DNA keeps growing. Most new hires come through word of mouth—musicians inviting fellow musicians to join the team. An entire chain of agents was built, connected by shared craft. The art spreads, connects, and deepens the work in ways no formal training could replicate.
Musicians Supporting Musicians: Building Customer Support with Direct Experience
Our client is a global music distribution platform that helps over 500,000 musicians release and monetize their work across various platforms, including Spotify, Apple Music, Shazam, and others. It works directly with artists and labels who expect quick, personal, and expert help when they reach out.
Key details
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Our role
The client approached us in 2022 to develop a support system that could scale without losing its unique voice. Their user base was expanding fast, especially in Spanish- and French-speaking markets.
Previous support setups were fragmented between vendors and internal teams. Response times were inconsistent, many interactions felt cold and scripted.
Simply Contact built a centralized model with full ownership of customer support operations. Our team covers:
— Tier 1: General inquiries about accounts, subscriptions, and platform use
— Tier 2: Payments, release issues, artist dashboards, and platform-specific problems
— Content support: VEVO approvals, metadata errors, release delays, takedowns
— Quality control: Track and video checks for compliance with distribution standards
— Licensing: Initial fraud review and triage for disputes or suspected impersonation
All support is delivered through live chat. We respond in real time in English, Spanish, and French while keeping the tone artist-friendly and relaxed. -
Who are the customers?
The customers are musicians who write and produce their own work and often release tracks independently. Typical reasons they reach out to customer support are:
— A release didn’t go live on time
— Royalties seem lower than expected
— Metadata was flagged for a compliance issue
— A third party uploaded their song without permission, etc.
In most cases, time matters. A delayed release can disrupt promotional plans or lead to a public relations setback. A missing royalty payment may mean real financial strain. The emotional stakes are high, especially for artists still building their audience.
Support from someone who gets it
Why this approach works
Musicians speak their own language. This requires from a support team more than tone adjustment but also industry-specific knowledge. Our agents meet the requirement: musicians support musicians, which defines the way the agents communicate, troubleshoot, and collaborate with artists.
To support this even more, we built:
A tiered onboarding system with real content cases from the start
Progression pathways from basic support to content and QA roles
Ongoing syncs with the client’s product and marketing teams
Style guidelines focused on clarity, speed, and brand alignment
Regular feedback loops for coaching and skill development
Results
This is a rare case where outsourcing doesn’t just improve performance but also shows what customer support can be when handled by someone who truly understands the subject matter. Could it be handled by someone else? Of course! But with our agents’ direct music background, we’ve seen a level of customer trust that can’t be manufactured. For the client, this means faster resolutions, fewer escalations, and a brand voice that feels real, no matter how big the platform gets.
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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
Achievements
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- CSAT rose from 51% to 88% across artist-facing teams
- Overall project CSAT climbed from 54% to 82%
- Response rate increased from 3.5 to 8 chats per hour
- Agent attrition remained low due to strong cultural alignment
- Training time was cut through our self-owned onboarding model
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.
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