Case Study: Online Music Store achieves major cost savings and improved CX with CSS Corp

CSS Corp introduces a clickable solution to save cost and deliver seamless end-customer experience

CSS Corp worked with Online Music Store, a global online music subscription service with more than 3.5 million subscribers. The company was handling thousands of support calls each month, especially for troubleshooting and subscription cancellations, and its “call to cancel” process was creating high costs and a poor customer experience.

CSS Corp implemented a “click to cancel” online cancellation feature and improved the client’s knowledge base with better support content. This reduced subscription cancellation calls by 93% and delivered about $1 million in cost savings, while also improving customer experience with over 80% CSAT and faster issue resolution through better self-service support.