Case Study: Coursera achieves scalable, data-driven support and 20% ticket deflection with Zendesk

Coursera recognized Zendesk Support as a system they could grow with

Coursera, one of the world’s largest online learning platforms with 1,800+ courses from 140 partners across 28 countries, faced an overloaded support operation: a single-inbox workflow with limited triggers, automations and integrations that produced long resolution times and constrained routing. Manager of Support Products Mike Robichaud needed a scalable platform to improve workflow, enable granular logic and connect support to Coursera’s internal systems.

Coursera migrated from Desk.com to Zendesk Support, Chat and Guide, rebuilt both external and internal help desks, launched two help centers and community forums, and used Zendesk’s APIs to integrate support data with their warehouse and dashboards. The new setup deflects up to 20% of projected ticket volume, provides real-time alerts and granular reporting, delivers chat resolutions in minutes instead of days, boosts satisfaction, and creates a support infrastructure that can scale for years.

Coursera

Michael Robichaud

Manager of Support Product