Case Study: Innovations for Learning achieves faster, easier in-app support with LiveChat

Innovations for Learning brings new quality of in-app support with LiveChat

Innovations for Learning is a nonprofit that runs TutorMate, a one-on-one online tutoring app that helps children in urban classrooms learn to read. As usage grew, their custom in‑house chat became a bottleneck—slowing the app, forcing tutors and teachers into a shared channel, and making support chaotic and hard to manage.

They replaced the custom tool with LiveChat, integrating it into TutorMate and with Zendesk via the LiveChat API, and used tagging and custom variables to surface user and classroom data. The small support team now handles 80–100 chats daily, resolves issues faster, tracks recurring problems to fix root causes, and provides a more secure, efficient in‑app support experience.

Innovations for Learning

Randy Burgess

Chief Technology Officer