Case Study: SchoolMint achieves scalable 24/7 multilingual phone support and actionable metrics with Zendesk

SchoolMint earns top marks with integrated phone support

SchoolMint is a cloud-based enrollment platform launched in 2013 to simplify school administrative paperwork for parents and administrators. As the customer base grew, the company’s 11-person service team faced a surge of support requests from two distinct user groups, across different hours and languages, and struggled to scale support and get actionable phone-metrics from their legacy system.

By integrating Zendesk Guide and Talk, SchoolMint implemented targeted self-service articles, 24/7 email coverage, and integrated phone support with multilingual agents, all monitored through unified metrics. The result: scalable support without a large headcount increase, faster responses, clear visibility into call volume and agent performance, better access for families without computers (about 25%), and eliminated manual after-hours reporting.

SchoolMint

Katherine Burk

Customer Success Manager