Customer Stories
How a Global Music Platform Scaled Creator Support With Sirius’s Flexible, High-Performance Human Layer
Dec 11, 2025
As one of the world’s leading digital music platforms for independent artists, this company needed a support model capable of keeping pace with the creative economy’s explosive growth. Their global community relies on fast answers, empathetic help, and reliable operations — especially when careers, releases, and earnings depend on it.
To build a scalable, modern support foundation, the company partnered with Sirius Support in November 2021. Together, they created an elastic, pay-when-needed human support layer capable of managing everything from subscription questions to complex creator workflows.
The Challenge: Growing Artist Demand, Rising Complexity, and Global Volume
Independent creators expect real-time support—especially when distributing music, troubleshooting account issues, or resolving time-sensitive revenue questions. As the platform expanded globally, they faced:
A rapidly increasing volume of artist inquiries
More sophisticated support needs tied to payments, analytics, releases, and licensing
Coverage demands across dozens of time zones
The need for emotionally intelligent agents who could support artists under pressure
The limitations and expense of hiring full-time internal staff
The platform needed a global support solution that was fast, flexible, and deeply aligned with the creative community’s expectations.
The Sirius Solution: Truly Global, Expert Human Support—Delivered On-Demand
Sirius Support deployed a distributed, multi-region team of skilled agents experienced in:
Subscription and billing workflows
Artist onboarding and account management
Technical troubleshooting
Rights, royalties, and content questions
High-sensitivity escalations requiring empathy and precision
To match the platform’s fluctuating support volume, Sirius implemented a usage-based pricing model—giving the company the ability to scale up or down instantly without traditional staffing overhead.
Sirius agents embedded directly into daily operations, functioning as an integrated extension of the internal support organization.
Performance Impact: Higher Quality, Faster Response, Global Reach
With Sirius managing more than 14,000+ tickets every month, the platform achieved:
✓ 98% First-Response SLA Compliance
Artists got fast answers—critical for release timelines and revenue milestones.
✓ 86% Customer Satisfaction (CSAT)
Creators consistently praised the tone, clarity, and empathy of Sirius agents.
✓ Global coverage across APAC, EMEA, and LATAM
Support became truly “always on,” matching the 24/7 nature of music creation and distribution.
✓ Operational flexibility and predictable cost efficiency
The pay-when-used structure ensured resources matched real demand—not inflated headcount.
The result was a modern, efficient support engine built for speed, emotional intelligence, and global scale.
Four Years Later: A Trusted Partner for the Creator Economy
The partnership has continued to grow for more than four years—an unusually long relationship in the support industry. Today, Sirius remains a foundational part of the platform’s operations, delivering:
Consistent, emotionally attuned support
Seamless integration with internal teams
Scalable global coverage for rapid growth
Deep familiarity with creator needs and industry nuances
Sirius helps ensure independent artists receive world-class support—whether launching their first single or managing a growing career.
Why Sirius Support Was the Right Choice
This customer story showcases what sets Sirius apart:
✓ Human + AI Innovation
AI handles efficiency.
Sirius humans handle nuance, emotion, and creative-industry complexity.
✓ Flexible, Usage-Based Model
The company only pays for the human help they need—no idle agents, no waste.
✓ Deep Operational Embedding
Sirius agents work as part of the team, not outside of it.
✓ Global Expertise at Scale
Agents across multiple regions provide 24/7 responsiveness.
✓ Proven Performance Over Years
High CSAT, industry-leading SLAs, and long-term partnership stability.
Conclusion
By partnering with Sirius Support, this global music platform built a support model that matches the heartbeat of today’s creator economy—fast, flexible, reliable, and deeply human.
Creators now receive the high-quality, emotionally intelligent support they deserve—anytime, anywhere—powered by Sirius’s innovative Human-Centric Customer Service model.