Case Study: Teachable achieves fast, scalable support for 18M students amid an 80% COVID-19 volume surge with Zendesk Messaging

Supporting learning with free platform access and quick help

Teachable (part of Hotmart) is an online course-creation platform whose entrepreneurs have generated over $300M in revenue and reached more than 18 million students worldwide. When the COVID-19 pandemic hit, Teachable offered free platform access to health, government, and education agencies — a move that drove an almost 80% increase in support volume.

To handle the surge, Teachable scaled its Zendesk stack (Chat, Guide, Support), quickly adding chat seats and enabling Answer Bot to resolve routine inquiries. The changes delivered faster, automated help at scale, letting the team absorb the spike in requests while continuing to support millions of learners and partner agencies.

Teachable