Amplifying a small support team
In the early days of SoundCloud, an audio platform that lets users upload, promote, and share originally-created sounds, its founders also acted as community managers, personally responding to customer inquiries. As the company grew — expanding from six employees to 200 in less than five years — it needed to scale support processes to an increasing volume of inquiries. At the same time, SoundCloud wanted to maintain a human touch when connecting with customers. “We’re committed to one-on-one interactions so our users know they’re heard,” says Jennifer Wentzel, Community Support Specialist.
Listening to customers, globally
With Desk.com’s ease-of-use and flex agent model, every SoundCloud employee can become a productive member of the support team almost immediately. Desk.com gives SoundCloud employees the tools that they need – including a knowledge base, macros and templates – to keep up with a growing volume of inquiries while providing personalized service that makes customers feel special. Content can be updated in moments to provide more tailored support and a customized experience.
And, since Sound Cloud has operations in both Berlin and San Francisco, and Desk.com is key to keeping the two teams coordinated. “Although we are spread across two continents, we share Desk.com cases and workflows, and work together as one team,” says Wentzel.
The sweet sound of success
With Desk.com, support agents are so effective that last year SoundCloud matched a 110% increase in active users with just a 56% increase in support agents. The branded help center has been so successful that the company reduced the escalation rate from the Help Center by 53%. And, the feedback the company gets from customers helps its continually improve its products.
Wentzel says, "With Desk.com we can maintain customer satisfaction rates of 95% and with only a small support team."
