Case Study: Coursera improves support resolution and ticket deflection with Zendesk Support

Coursera recognized Zendesk Support as a system they could grow with

Coursera used Zendesk Support, including Support, Chat, and Guide, to rebuild its support operations as the company grew into one of the world’s biggest global classrooms. Mike Robichaud inherited a support setup that could not keep up with rising demand and needed more granular routing, automation, and self-service.

Coursera implemented Zendesk Support to manage interactions from a single inbox, add inbound and time-based automations, and build two help centers with Zendesk Guide for learners and partners. The company says its help center deflects as much as 20 percent of projected volume, and Robichaud estimated ticket volume would be 20 percent higher without it; live chat also reduced resolution from days to minutes and improved satisfaction.

Coursera

Michael Robichaud

Manager of Support Product