Case Study: Pearson achieves streamlined email ticketing and scalable customer support with Freshworks (Freshdesk)

Pearson Refurbishes Their Customer Service and Boosts Email Support With Freshdesk

Pearson, a global publishing and learning company, faced growing support challenges as publications and customer queries multiplied: dozens of mailboxes, manual ticket categorization, poor SLA tracking, and authors who only needed occasional access. To modernize support and extend author reach to social channels, Pearson turned to Freshworks’ Freshdesk helpdesk solution.

Freshdesk consolidated all mailboxes, used Dispatch’r and automated workflows to categorize, prioritize and route tickets, and enabled authors as “Occasional Agents” (Day Pass) while pulling Twitter and Facebook conversations into the portal. With Freshworks’ solution Pearson now handles about 1,800 tickets per month with 12 full-time agents (plus dozens of occasional accounts), reduced manual work, achieved a ~3‑hour average first response time, and improved social engagement and scalability.

Pearson

Matthijs Lok

Marketing Manager Online