Case Study: Lesley University achieves 95% student satisfaction and efficient in‑house support with Freshworks (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 struggling to manage roughly 1,150 monthly support requests: outsourced call centers caused language and coordination problems, slow access to campus knowledge, difficult training, and low satisfaction. To bring support in-house and modernize operations, Lesley selected Freshworks’ Freshdesk for its multichannel support, knowledge base, mobile apps and gamification.

Freshworks implemented Freshdesk to enable student agents to handle tickets using an easy UI, a centralized knowledge base, gamification “Quests” to reduce turnover, and social monitoring to catch issues quickly. The change cut costs, improved response times and training speed, and produced measurable impact: Lesley now handles ~1,150 tickets/month with a 75% first-contact resolution and sustained around a 95% user satisfaction rate.

Lesley University

Charles Cooper

Director