Case Study: ManageBac, a curriculum-first learning platform, scales online learning support and achieves 99% CSAT with Zendesk Messaging

ManageBac + Zendesk Scaling fast to support online learning

ManageBac, a curriculum-first learning platform used by more than 10,000 schools and 4 million students, faced a rapid surge in demand for online learning support during the COVID-19 pandemic. Its support function was previously split across multiple tools, making it hard to train agents, maintain visibility, and deliver the 24/7, fast, empathetic service educators needed as teaching moved remote.

By consolidating support onto Zendesk (Support, Guide, Chat, Explore) ManageBac built a robust omnichannel help system and a data-driven knowledge base. The result: CSAT rose to 99%, self-service increased from 2:1 to 10:1, help center views jumped 464%, agent productivity climbed 119%, and timely responses improved (tickets answered within 8 hours rose from 70% to 87%, with 41% resolved under 4 hours).

ManageBac

Kieran Tully

Director of Customer Success