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.
By the numbers
Music-native support at scale
50+
customer support agents
3
languages of service: English, Spanish, and French
80%+
of agents with hands-on music industry experience
ECCCSA 2025
Bronze Winner - Best BPO Partnership
Since 2022
support partnership with the client
UK Customer Experience Awards 2025
Silver Winner - Best BPO Partnership
Challenge
Scaling artist support without losing its voice
As the platform grew, especially across Spanish- and French-speaking markets, its existing support model struggled to scale consistently. Operations were split between internal teams and multiple vendors, response times varied, and interactions often felt scripted rather than artist-focused.
01
Rapid multilingual growth
Support capacity had to expand quickly across English, Spanish, and French while maintaining consistent response times and service quality.
02
Fragmented support operations
Customer support was split across internal teams and external providers, creating inconsistent processes, response times, and customer experiences.
03
Expertise without scripts
Artists expected more than standard responses. Support teams needed enough music industry knowledge to understand the context behind each issue while keeping communication natural and aligned with the brand.
OPERATING MODEL
Centralized support, full ownership
Simply Contact consolidated fragmented support operations into one centralized model with clear ownership and consistent service standards.
The team provides real-time live chat support in English, Spanish, and French, covering both frontline and specialist workflows within one operating framework.
WHO WE SUPPORT
When support affects releases, revenue, and rights
Most users are independent musicians who write, produce, and release their own work. Their support requests are often time-sensitive, with a direct impact on promotion, income, or control over their content.
01
Release delays
A track that does not go live on time can disrupt launch schedules, promotional campaigns, and planned audience activity.
02
Royalty discrepancies
Lower-than-expected or missing royalty payments can create real financial pressure, particularly for independent artists.
03
Metadata compliance issues
Incorrect or flagged metadata can delay distribution and prevent a release from reaching platforms as planned.
04
Unauthorized uploads
Artists may discover their music uploaded by a third party without permission, requiring fast review and appropriate action.
Scope of services
End-to-end support, from artists to content operations
ARTIST SUPPORT
Account and profile inquiries
Subscription support
Platform navigation
General service questions
PAYMENTS & PLATFORM SUPPORT
Payment-related issues
Release troubleshooting
Artist dashboard support
Platform-specific cases
CONTENT OPERATIONS
VEVO approvals
Metadata corrections
Release delay support
Content takedowns
QUALITY CONTROL
Track quality checks
Video quality checks
Distribution standard compliance
Pre-release content verification
LICENSING & FRAUD TRIAGE
Initial fraud review
Suspected impersonation checks
Dispute triage
Escalation of complex cases
INDUSTRY EXPERTISE
Support from people who understand music
Artists need support from people who understand music distribution and the realities of working as an independent creator.
Over 80% of agents have hands-on music industry experience as performers, producers, sound engineers, or managers, helping them provide relevant support without relying on rigid scripts.
Many new hires come through referrals from musicians already on the team, helping preserve this expertise as the operation scales.
Our mission
I’m fortunate to have found a place where I can truly be myself, where I can bring creativity into my work by supporting a music-driven project, while also stepping into a leadership role and guiding a team of dedicated professionals.
I understand the product because I share the same mindset as our customers. I understand the industry because I’m part of it myself. Working every day with something that genuinely inspires me creates a strong sense of ownership, and that passion naturally translates into our operational results.
Yaryna Taran, Musician, Project Manager of the Ditto Music project
APPROACH
Building expertise into the support model
Industry knowledge alone is not enough. We reinforce it with structured onboarding, clear development paths, close client collaboration, and continuous quality improvement.
01
Case-based onboarding
Agents train on real content and support scenarios from the start, helping them build practical knowledge before handling live conversations.
02
Clear progression paths
Structured development paths help agents progress from general support into specialised content and QA roles.
03
Direct client alignment
Regular syncs with the client’s product and marketing teams keep agents updated on platform changes, releases, and customer communication priorities.
04
Consistent brand communication
Clear communication guidelines help agents maintain the right balance of clarity, speed, and brand voice across customer interactions.
05
Continuous coaching
Regular feedback and coaching help strengthen agent skills, address quality gaps, and maintain service standards as the team scales.
Results
Higher satisfaction. More productive support
The new support model improved customer satisfaction and agent productivity while making onboarding more efficient.
88%
artist-facing CSAT, up from 51%
82%
overall project CSAT, up from 54%
2.3×
more chats handled per hour, from 3.5 to 8
2%
agent attrition with steady internal growth
OPERATIONAL IMPROVEMENTS
Client-reported faster response times and lower support costs
Agent attrition remained low, supported by strong cultural and industry alignment
Fewer escalations through more context-aware artist support
Brand-aligned communication maintained as the operation scaled
Training time reduced through structured onboarding
Stacey Warder — Quote
From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction.
The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues.
There’s always something that could be better, but now we’re very happy with the support we’re getting.
From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction. The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues. There’s always something that could be better, but now we’re very happy with the support we’re getting.
