Case Study: Udemy achieves 97% customer satisfaction with Zendesk Support

Udemy earns 97% customer satisfaction rating from the 14M students they support

Udemy, the online learning marketplace, needed a more scalable customer support system as its student base grew from 2.5 million to 13 million global students. With a small support team, limited self-service content, and increasing complexity in its workflows, the company looked for an enterprise-level solution and chose Zendesk Support.

Udemy migrated to Zendesk Support in July 2016 and began accepting new tickets within three months. With Zendesk Guide, macros, rules, triggers, automation, reporting, and API-based workflows, the team improved its support operations and raised customer satisfaction from about 90% to 97%, while maintaining a permanent 15-minute response time on refund cases.

Udemy

Alex Mozes

Director of Customer Support