Case Study: Coursera achieves 20% ticket deflection with Zendesk Guide

Coursera - Customer Case Study

Coursera, one of the world’s largest global classrooms, needed support infrastructure that could keep up with rapid growth. When Michael Robichaud joined in 2014, the team was limited by a single inbox queue, few triggers and automations, and long resolution times, so Coursera switched from Desk.com to Zendesk Support and began looking for a system it could grow with.

With Zendesk Guide and Support, Coursera rebuilt its support operations, added two help centers for learners and partners, and used APIs to connect ticket data with its internal systems and data warehouse. The help center now deflects as much as 20% of projected volume, live chat averages a 1 minute first response time, and the company estimates ticket volume would be 20% higher without Guide and community forums.

Coursera

Michael Robichaud

Manager of Support Product