Entercom Case Study
Entercom’s CSAT Scores Soar to Sky-High Levels: 99%
Media & Entertainment: Entercom
The Challenge: Rapidly Scale Support Post Merger
Entercom Communications is a leading media and entertainment company that reaches over 170 million people each month through its premier collection of highly rated, award-winning radio stations, digital platforms, and live events.
After merging with CBS Radio (Radio.com), Entercom’s listener base skyrocketed. They needed to scale support for every kind of stakeholder and required 24/7/365 support for station managers, system engineers, advertisers, and listeners.
They also needed reps that kept ears on station content, and who could support the technology this tidal wave of listeners brought with it. Platforms included mobile apps, smart speakers, PC/Mac, and home integrations for Google and Alexa. Entercom lacked the in-house staff they needed to support the changes and scale so quickly.
What Goodbay Did: Triaged and Re-Engineered Support
Goodbay immediately deployed a dedicated team of highly-skilled agents to troubleshoot, triage issues, and distinguish enterprise-level streaming disruptions from localized customer problems. We conducted service testing and outage re-creation, and escalated tickets directly to individual stations and their system engineers when we identified outages.
On top of this, Goodbay supported Entercom’s device integrations. By default, every customer had to use a smartphone or smart speaker to enjoy Radio.com broadcasts, and Goodbay had to troubleshoot customer device issues as well.
Goodbay leveraged their Zendesk, CRM consulting, and Help Center expertise to re-engineer issue escalation workflows and to make customer-facing support content simpler to reach.
Value Delivered: Faster Resolutions, Stellar Scores
Goodbay ensured that Entercom met all of CBS Entertainment’s SLAs by delivering 24/7/365 coverage that addressed customer concerns immediately. Entercom’s CSAT scores and First Contact Resolution improved dramatically, and we completed customer responses incredibly fast.
To learn more about intelligent customer support solutions from Goodbay visit our Digital Media & Entertainment Practice page or call us at 866-766-4404.