Case Study: USC Annenberg achieves 98% CSAT with Zendesk Support

The TechOps team at USC Annenberg School for Communication and Journalism maintains a CSAT of 98%

USC Annenberg’s TechOps team needed a better way to track a growing volume and variety of support requests across classrooms, offices, and multimedia studios. Before adopting Zendesk Support, requests were handled through older, manual methods that made it difficult for the customer service center to know what had happened and risked tickets being forgotten or lost.

USC Annenberg implemented Zendesk Support as a central ticketing system, with automations, triggers, and a help center to handle common requests. The team said the platform was easy to learn and roll out in two months, and it improved communication, follow-up, and visibility into request trends; the TechOps team now maintains a CSAT of 98%.

USC Annenberg

Ray Barkley

Operations and Budget Manager