Case Study: Udemy achieves 97% customer satisfaction with Zendesk Guide

Udemy earns 97% customer satisfaction rating from the 14M students they support

Udemy, the world’s largest online learning marketplace, needed a more scalable customer support system as its student base grew from 2.5 million to 13 million global students. With only one person handling support at first, the team had relied on automated responses, self-service articles, and earlier tools, but those systems could not keep up with the growing volume and complexity of support needs.

Udemy migrated to Zendesk Support and Zendesk Guide in July 2016, with Zendesk helping manage the help center migration, data transfer, and complex rules, triggers, automations, and macros. The company said Zendesk improved its support operations enough to raise customer satisfaction from about 90% to 97% and maintain a permanent 15-minute response time on all refund cases.

Udemy

Alex Mozes

Director of Customer Support