Case Study: Spotify achieves faster global customer support with ModSquad

Spotify achieves 92% CSAT and 2x faster ramp with Modsquad

Spotify, the world's largest audio streaming service, faced the challenge of delivering high-quality customer support across 180 global markets while also needing the capability to significantly scale for major events like its "Wrapped" campaign. To meet this need, they partnered with ModSquad for tier 1 and 2 customer support.

ModSquad implemented its unique, remote-native model using its distributed network of Mods and its proprietary platform, Cubeless. This solution provided support in 18 languages from 67 countries. The results for Spotify included a team ramp-up that was twice as fast as other vendors, built-in scalability to handle a 40% increase in demand, and only 1% agent shrinkage. ModSquad also delivered measurable quality with an 87% global resolution rate and a 92% customer satisfaction score (CSAT).

Spotify