Sony Music Enhances Global Fan Engagement with Zendesk Help Desk Software

• Functional Applications - Remote Monitoring & Control Systems

• System Integration

When Sony Music started selling to music fans internationally, they needed a hosted help desk software solution that their European support agents could start using immediately but they faced several key challenges: multi-lingual customers, global fans beyond the United States, and distributed business unit and help desk teams.

Based in Tokyo, Japan, the direct-to-consumer business unit at Sony Music is a group focused on connecting fans to artists. Successfully managing customer requests is critical for any business whether it’s purchasing music online or getting the latest news from an artist’s website. Sony understands that music fans are a devoted bunch and keeping them happy and satisfied are key to their artists’ success.

Arni Sigurdsson, vice president of program management at Sony Music, didn’t have a lot of time to conduct a search for hosted help desk software for his European help desk support agents but when he discovered Zendesk, he immediately found the free trial as an easy way to get started. In fact, Zendesk was so intuitive that Sigurdsson didn’t have to delegate the setup to another member on his team. He was able to dig in right away and customize it himself. The transparency of the system allowed Sigurdsson to monitor the help desk operations easily. Zendesk’s ability to tag support tickets using any keyword was particularly helpful. The support agents created tags for different languages and countries and were then able to generate reports based on those classifications that gave Sigurdsson insight into problems that music fans outside of the U.S. were encountering.

• Zendesk’s platform easily scales as Sony Music continues to add agents to its European support staff.
• The transparency of the system allows for easy monitoring and management of help desk operations.
• The ability to tag support tickets using any keyword helps automate processes and build insightful reports.