Case Study: Udemy achieves 97% customer satisfaction and faster response times with Zendesk Support

Udemy scales global support for 14M users

Udemy, the world’s largest online learning marketplace, faced a scaling challenge as its student base grew from a few million to over 13–14 million. Customer support had begun with a single person, limited self-service content, and a patchwork of macros, automations and legacy tools, so the team needed an enterprise-grade, localized solution that could handle complex business rules and improve satisfaction tracking.

Udemy migrated to Zendesk Support and Guide with Zendesk’s project help to streamline migrations, consolidate rules, and rebuild the help center. Using Support, Guide and the API they combined reactive ticketing, proactive outreach and data-driven, preemptive fixes—lifting CSAT from about 90% to 97%, achieving a 15-minute refund response SLA, and driving broader internal adoption across other teams.

Udemy

Alex Mozes

Director of Customer Support