Case Study: TAFE NSW improves student self-service with Zendesk Guide

TAFE NSW empowers their students with great self service through Zendesk Guide

TAFE NSW, Australia’s largest vocational education provider, supports more than 400,000 students a year across 130 campuses. With thousands of students across hundreds of disciplines, the organization needed a better way to answer questions quickly and reduce inbound support requests, so it adopted Zendesk Support and Zendesk Guide.

Using Zendesk Guide, TAFE NSW built a self-service help center with search suggestions and a Frequently Asked Questions page that helped students find answers before sending a ticket. The team said this reduced workload and deflected tickets, allowing support staff to focus on questions they had not answered before.

TAFE NSW

Brendon Walker

Manager, Online Engagement Services