In addition, Spotify is looking at adding Facebook Messenger and WhatsApp to its stable of customer service channels, with Abramowitz even predicting that messaging apps will become the standard channels of choice for service in a few years.Ībramowitz and Thomas met with me and Dan Moriarty live on Blab to record Episode 31 of the Focus on Customer Service Podcast.

Spotify has participated in early pilots with Twitter, presumably with some of the recent enhancements such as a prompt to direct message and a feedback mechanism to calculate Net Promoter Score or Customer Satisfaction. 'That's something we really try to monitor very, very closely.' Potential agents must submit to multiple writing tests and have high quality scores from their e-mail work before being considered for social media customer service. 'We're really protective over tone of voice,' says Sam Thomas, Global Manager of Social Media Support. Instead, agents can focus on executing quick responses and maintaining the brand's tone of voice. 'We don't really let them get into social media until they no longer really have to be thinking about how to solve the cases,' Abramowitz says. Spotify trains its agents first on e-mail because the inquiries are more payment and account-related, with a 24-hour response time expectation, versus the more urgent requests (like a song not playing) that are seen in social media. Spotify's service agents are based in Cambridge, England, and can handle inquiries in English, Spanish, Portuguese and German. 'We try to do things from within our product that accomplish that.' 'We try to look for ways to put that special smile on customers' faces,' says Chug Abramowitz, Vice President of Global Customer Service and Social Media. The people behind the Twitter handle - where the bulk of their social customer service inquiries occur - sometimes get so creative that the answer to the query is actually spelled out in the playlist by reading the song titles in order (see example at the bottom of this post). The popular music streaming company prides itself on what it calls 'Random Acts of Kindness' - surprising the customer by sharing a song or a playlist based on their individual music tastes. It's rare that a company can so seamlessly integrate its product into social media, but Spotify's approach is music to its customers' ears.

Spotify customer service ema