musicMagpie uses AI to help all departments track their performance based on what customers are saying

Automatically generating deep insights from support data to influence the entire company

musicMagpie is the surprisingly quick and easy way to declutter and get cash for your stuff, which is why millions of people use it every year to sell their CDs, DVDs, games, books, Blu-Rays and tech.

 

Launching in 2007, musicMagpie identified a gap in the market for a place to sell your old CDs and DVDs for quick cash during the recession. musicMagpie removes the hassle factor of having to sell your second hand goods online. Instead they provide you with an instant quote on your unwanted stuff. Today musicMagpie is the worlds biggest reseller of physical goods.

In the last 11 years they have expanded from CDs and DVDs into buying technology within the UK and US. They also launched their online store in 2016. It is the first company in the world to pass 5 million in eBay feedback. To date musicMagpie has paid over £220 million to over 5 million happy customers. musicMagpie attributes much of this smooth growth to its approach to customer support and service.

 

The whole group employs around 1,000 and continues to grow. Jonathan Beirne, the Group Head of Customer Service and Experience has been working with musicMagpie for 10 years. He currently manages a team of 55 Customer Service agents across the UK and the US. Agents “who are all challenged with ensuring that each one of our customers has the smoothest experience possible when they have any questions.” Customers will always have questions and customer journeys will never be 100% perfect. “But having Cx Moments in place is now allowing us to identify any pain points in our processes to make them the best they can be. The customer insight and satisfaction trends that we’re now getting from Cx Moments is invaluable.”

The Cx Moments Benefit

musicMagpie’s customer service team currently handles around 20,000 tickets each week. This is across multiple contact channels. “Everything is handled through Freshdesk which further enhances our working relationship with Cx Moments with such a seamless integration.” With such a huge weekly ticket volume, Jonathan’s team is still able to maintain an industry competitive response time. With a response time of between 5-7 hours, they make sure customer issues are quickly resolved. “We’re incredibly proud of the service that we offer from start to finish.”

 

Prior to implementing Cx Moments, musicMagpie’s Customer Service Team were manually tagging tickets with the contact reason. Not only was that time consuming but it was also inaccurate. Agents prioritize helping customers and often ticket tagging can take a back seat and be neglected. “Automating that process has allowed us to improve the efficiency of the team but also gives us really accurate and consistent customer insight.”

“Automating ticket tagging has allowed us to improve the efficiency of the team but also gives us really accurate and consistent customer insight.”

Following the implementation of Cx MOMENTS with musicMagpie’s support data, the team were able to improve productivity and start monitoring issues highly specific to their business. Simple searches can be set up within minutes, whether that be a specific promo code, a new product or a new shipping provider. Issues highly specific to your business can quickly be found and trended within you Cx MOMENTS dashboard. “As we work with multiple third parties including couriers and payment providers, CX MOMENTS now allows us to monitor their performance which we heavily rely on.”

“As we work with multiple third parties including couriers and payment providers, CX MOMENTS now allows us to monitor their performance which we heavily rely on.”

“Cx Moments helps us in multiple ways with the obvious being consistently accurate trends but the surprise for me was how well the customer satisfaction is used. I can now see customer satisfaction by product, order type, shipping method, payment method or even Customer Service agent.” This helps give a new depth to the data provided. Agents only get to see a slice of the customer issues that come into a support team. And unless you read all the tickets that come into your Helpdesk, issues can slip through the cracks. Issues with low volumes but poor satisfaction scores are often missed, but with Cx Moments these are quickly visible and can be fixed fast.

 

 

Cx Moments has helped to give musicMagpie new visibility of why their customers are calling. And what is contained within their support data. “We are now using Cx Moments across the business. It’s not just a Customer Service tool. I am using it to feed relevant data in to each business area so they can monitor their performance through what our customers are saying.”

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Ebay feedback
7,000,000 +

Weekly tickets
20,000

Support agents
55

Helpdesk Solution
Freshdesk

Average response time
5 hours

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