Case Study: Customer Service in the E-learning Industry

Paige Small

e-learning customer service

Case Study: Customer Service in the E-learning Industry

Some of the largest E-learning brands in the world partner with us because of our ability to not only provide exceptional service, but also deliver insights and recommendations for the overall success of the brand. 

For the past five years, we have partnered with an online learning platform that offers online courses, specializations, and degrees. The program has grown from 7 FTE, operating only chat interactions, to a team of over 150 FTE across multiple lines of business, including subject matter experts (SMEs) who are equipped to handle more complex interactions and specialized tasks.

Key results for this program:

  • <13 minutes AHT (goal of 15 min)
  • 97% Average CSAT (goal of 90%)
  • <45 seconds Average Response Time (goal of 1 min)
  • 90%+ QA (goal of 85%)

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