Case Study: Pearson Education achieves reliable 24/7 multilingual, integrated customer support with Kayako

Pearson - Customer Case Study

Pearson, a global enterprise with a large customer base, needed the best possible helpdesk to support 24/7 operations across multiple languages and regions. Their key challenges were reliability, seamless integration of channels (live chat, tickets, knowledgebase), easy scaling, and the ability to present a unified customer history so agents could respond quickly and knowledgeably.

Pearson selected Kayako for its robust feature set and strong reputation; the hosted platform consolidated chat, tickets and knowledgebase into one system, supported many languages, and made it simple to add more. As a result, Pearson reduced resolution times, improved customer satisfaction by enabling local-language live chat routing, gained cost savings from outsourced maintenance and hardware, and achieved reliable, round‑the‑clock support.

Pearson Education

Lester Holmes

Customer Technical Support Manager