Case Study: Lingoda clears email backlog with Dialpad WFM

Lingoda clear email backlog through forecast-driven scheduling with Surfboard

Lingoda, an online language education provider, faced significant challenges managing its global customer service team. With 22 agents spread across 11 geographies, the company struggled with a persistent and growing email backlog of approximately 300 unsolved tickets, which was exacerbated by a lack of structured scheduling and visibility into agent activities. To address this, they turned to the workforce management solution from their vendor, Surfboard.

By implementing Surfboard's forecast-driven scheduling, Lingoda could structure their support team's shifts based on predicted demand. This solution allowed them to align agent availability with customer needs across different time zones and languages. Within just four months of using Surfboard, Lingoda successfully reduced its email backlog to zero and began consistently meeting its service level agreements, creating a more predictable and reliable support operation.

Lingoda

Alexandre Moreira

Workforce Manager