Case Study: Artlist modernizes customer support with Quack AI

Artlist’s Journey to a Modern Customer Experience

Artlist, a creative tech company providing a music licensing platform and AI tools, faced challenges in scaling its customer support. As the company grew, its operations were hampered by multiple disconnected CRM systems and a rules-based messenger bot. While the initial bot implementation with Zendesk reduced ticket volume, it frustrated customers and hurt agent morale by forcing users through multiple attempts to get answers. Artlist needed to evolve from an old-school model into a modern, connected customer experience.

Artlist partnered with Quack AI to implement a solution using Quack Explore for real-time customer insights and Quack AutoQA for automated quality assurance. This allowed them to review 100% of human and AI interactions and turn support data into actionable intelligence for product teams. Following a successful A/B test, Quack was soon handling 100% of inquiries. The partnership with Quack led to measurable performance gains, increased customer satisfaction, improved agent focus, and provided leadership with full visibility into operations, transforming their customer experience from a cost center into a strategic growth driver.

Artlist

Hayley Johnson

Head of Customer Success