Manas AI

BACKGROUND

Please describe your company and your position there.

I am Head of Customer Care at Deezer. With over 73 million tracks and millions of active users, Deezer is among the worlds largest independent music streaming services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Manas AI?

Deezer receives feedback from tens of thousands of customers a week on many different channels and in numerous languages. Manas AI helped us to turn the huge amount information into understandable and actionable insights that we can use to target improvements across our organization.

SOLUTION

How did you select this vendor and what were the deciding factors?

We choses Manas AI because of their flexibility and willingness to tailor a solution for our specific needs.

Describe the project in detail and walk through the stages of the project.

First we identified our data sources and explained our use cases. Manas was able to tailor an initial solution that gave us business benefit quickly. As the project grew, Manas developed an improved dashboard and interface with specifically tailored features.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with the co-founders.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Customer Insights has allowed us to better prioritize our development resources. We have made improvements in our product that have reduced the number of customer complaints and lead to greater user satisfaction.

How effective was the workflow between your team and theirs?

Manas have been co-operative and responsive. We have shared communication channels via email and Slack.

What did you find most impressive or unique about this company?

Manas AI's bespoke solution gives us exactly what we wanted.

Are there any areas for improvement or something they could have done differently?

The initial product was quite bare bones so lacked some features and functionality, but this has been improved over time.