Case Study: Lesley University achieves 95%+ user satisfaction through student-powered support with Freshdesk

How Lesley University turned students into rockstar support agents

Lesley University, a private higher-education institution in Cambridge with about 7,000 students, was overwhelmed by roughly 1,150 support tickets a month and struggled with costly, outsourced call centers that delivered slow, culturally disconnected service. Training agents was difficult, coordination across locations was poor, and student satisfaction and first-contact resolution suffered.

Lesley brought support in-house and adopted Freshdesk for its multichannel support, knowledge base, mobile apps, gamification and social monitoring, enabling student employees to onboard quickly, resolve issues faster, and stay motivated with custom “quests.” Within 18 months the team achieved consistent 95%+ satisfaction, faster response times, and lower costs while giving students hands-on support experience.

Lesley University

Charles Cooper

Director