Client Situation - The client’s leading streaming music services give members ad-free, unlimited access to a large library of digital music for a flat monthly fee. They add licensed music content from different labels to give a great experience to their listeners. With 3.5 million subscribers around the globe, they received thousands of calls every month for trouble shooting support and for cancellation of subscription service. Their customers used the “call to cancel” service to cancel their subscription which resulted in significant spend. CSS Corp was mandated to enhance the overall customer experience with superior support.
About the Client - A Global leader in online music store subscription service with more than 3.5 million subscribers around the globe.
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