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

TAFE NSW - Customer Case Study

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 help people find answers quickly and reduce inbound support requests.

TAFE NSW adopted Zendesk Support and Zendesk Guide to provide self-service through its help center and search suggestions. The Frequently Asked Questions page helped deflect tickets and reduce the support team’s workload, while students found answers before sending emails. Brendon Walker said the team can now spend more time helping people whose questions have not already been answered.

TAFE NSW

Brendon Walker

Manager, Online Engagement Services