Congrats to our friends at Spotify on launching in the US! Lots of us in the office have been (im)patiently waiting for the popular music service to come State-side. Get Satisfaction has been with Spotify from day one as they’ve scaled their service to over 10 million users and we’re pleased as punch to see them grow even bigger.
“We are big believers in community and having an open discussion with users,” explains Andres Sehr, Head of User Communications at Spotify. “We knew Get Satisfaction provided community-based support and was also really simple to set up and integrate. With a small team, that’s important.”
Spotify first launched back in October 2008 and they’ve used a customer community from the very beginning. To connect their site with the community, Spotify includes Get Satisfation’s Topic List widget on their Help page. This widget imports topics from the community and shows them on Spotify’s Help pages. (Here’s our tutorial on widgets so you can do the same)
Spotify’s customer community routinely receives over 100,000 visitors per week. This traffic provides support to Spotify’s 10 million registered users, and helps the team remain lean despite their exploding customer base. “Even if just 10 percent of the visitors to our Get Satisfaction community were emailing us instead, that would be 10,000 extra customer interactions per week,” states Sehr. “Those extra 10,000 conversations would require at least 10 more customer support reps. I don’t even want to imagine how many hires we’d need if we had no customer community at all.”
Get Satisfaction has proven useful for managing system outages, as it gives the Spotify team a place to funnel customers. During an outage, Spotify routinely posts about it on their site and links to their customer community in the post. This way, customers can read more about the issue and report if they have also experienced the problem.
Spotify also uses Get Satisfaction as a channel for recruiting and gathering feedback from beta testers. Spotify exclusively uses Get Satisfaction to advertise new versions of their product and invite a few hundred users to participate as beta testers. They also collect feedback on the beta product on their customer community. Get Satisfaction’s community format lets beta testers easily communicate with the Spotify team and for the Spotify team to respond problems on a one-to-many basis. This creates an environment of co-ownership with customers, and short feedback loops for the product development team. Everyone in the company, from the CEO down, reads Spotify’s Get Satisfaction community.
Congrats Spotify-folk! Check out their fantastic community!