Case Study: School Loop achieves faster, scalable customer support and smarter business decisions with Zendesk

School Loop - Customer Case Study

School Loop, a San Francisco–based K–12 software service founded by a teacher in 2004, serves more than 2,000 schools across 25 states. Rapid growth exposed limitations in its informal email-based support—School Loop lacked IT resources to build a scalable help desk and needed a simple, web-based solution to manage increasing support volume from teachers, students and parents.

School Loop implemented Zendesk, using triggers, macros, automations, role-tagging, internal comments and community forums to streamline workflows, prioritize requests and share knowledge. The platform sped up responses, preserved the company’s teacher-focused, empathetic support culture, enabled smarter product and support decisions (including continuing free support for some users), and eliminated the need for a support phone line.

School Loop

Bob Charpentier

Director of Services