Case Study: Deezer achieves higher customer satisfaction and faster, data-driven support with Dixa

Deezer raises the roof on their customer satisfaction with Dixa’s Business Insights

Deezer, the Paris-based music streaming service with 56 million tracks and 16 million monthly users, relied on a 40‑agent support team that was spending too much time on manual ticket reviews. Head of Global Support Patrick Dunford needed faster, data-driven visibility into both quality and quantity of agent work—especially how templates were being used in Zendesk—so managers could give fact‑based feedback rather than rely on gut feel. Deezer selected Dixa’s Business Insights and Quality Assurance features to address these challenges.

Dixa rolled out dashboards and QA tools that replaced days of manual research with answers at the click of a button, letting managers detect unusual behavior immediately and prepare focused 1:1 coaching. Dixa’s template analysis revealed which templates correlated with lower customer satisfaction so Deezer could adjust content and workflows, enabling agents to self-monitor, cut handling times and deliver more consistent, higher‑quality support. Dixa’s insights directly improved visibility, coaching effectiveness and operational efficiency across Deezer’s support team.

Deezer

Carla Saxby

Associate Client Support Manager