Music Software Leader Output Adapts Support Teams to Music Industry Evolution

Posted by Amanda Del Signore on Thu, Jul 27, 2023 @ 01:02 PM
Amanda Del Signore

Stevie-winner Output is a global leader in music creation, inspiring people at all levels—from newcomers to professionals. Output develops innovative software and gear for musicians, compo22 spotlight Square-9-2sers, producers, and sound designers across all genres.

Launched in 2013, Output’s software is used by hitmakers such as Kendrick Lamar, Bjork, Justin Timberlake, Rihanna, Imagine Dragons, Coldplay, and Drake, to name a few. It has also been used to create musical scores for films and shows such as Game of Thrones, Stranger Things, and more.

The Output Customer Support team lives and breathes music. They describe themselves as a group of professional musicians who decided that they wanted to work with and help other musicians be creative. The Support team originally started in 2016 with a two-person team taking requests via email. Slowly that evolved into using a traditional support ticketing system.

Shifts in the Global Music Industry
By 2020 during the height of the pandemic, their flagship product Arcade hit an all-time high for users. In addition to Arcade, they were having record sales in plugins/instruments and for their studio hardware line of products.

The team needed to scale even more, as they saw upwards of 50k support tickets per year. With long wait times and inefficient procedures, making a change was necessary. At the end of 2021, they brought on a seasoned Customer Service Manager. With fresh leadership onboard, they then made immediate changes to daily operations, such as internal meeting management and incorporating SMS and social media channels for users.

The past three years brought on massive changes to the world and the music industry. Musicians started creating their own home studios, and recording at home was more popular than ever. Companies like Output had to scale and quickly. When they assessed their Customer Support, they determined the need to find better strategies, looking to achieve faster response times and improve their knowledge base and overall customer satisfaction.

Working on three areas essentially had a domino effect. By improving the customer knowledge base, users are able to easily find the troubleshooting steps they need without even contacting support. But if they need to contact support, getting back to them as quickly as possible is extremely important—if they are waiting for a solution that means they are not working or creating. By improving their first-response time from 30+ hours to 5 hours, users were able to get back to work quicker and increased the overall satisfaction rate.

They also enhanced processes for their internal team by creating career paths for each support team member. Many reps are able to split their time between Support and other teams (e.g., QA, Edu, Product) eventually leading to a promotion and/or more responsibilities. In the past two years, five members of the support team have been promoted to Senior Support Rep or are leading a project outside of support.

Since earning their Stevie® Award, Output has continued to improve on their user promise of "keeping you in session," by improving first-response times, adding new options to contact Support, and overall improvements in products. They are now exploring ways to add more self-service options for users and are incorporating AI into workflows.

Output won a Silver Stevie Award for Front-Line Customer Service Team of the Year - Technology Industries - Software in the 2023 Stevie Awards for Sales & Customer Service.

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Topics: Steve Awards for Sales and Customer Service