Case Study: Warner Music Group achieves scalable, efficient fan support and e-commerce integration with HelpSpot

why Warner Music trusts HelpSpot to communicate with their millions of fans and customers

Warner Music Group’s Artist Services supports over 100 artists and their hundreds of online stores, serving millions of fans. Faced with more than 21,000 customer inquiries per month coming from 650+ email accounts and artist sites, the team needed a scalable, organized way to manage high-volume, time-sensitive fan and customer requests.

Since 2012 Warner’s customer service team has used HelpSpot— tightly integrated with Magento and OneLive—and automated workflows (Triggers and Rules) to create roughly 600 routing and handling conditions. With about 60 agents they’ve answered over 1,000,000 tickets, reduced back-and-forth with customers, sped responses, and surfaced trends early to prevent potential PR issues.

Warner Music Group

Jeff Stephenson

Senior Director of Customer Service