Founded in 2010 and headquartered in San Francisco, CA, Udemy is an enormously successful online-learning platform that offers more than 130,000 courses in over 60 languages.
Aimed at students and professionals around the globe, Udemy has grown massively in size and stature over the last decade and is now trusted by 80% of Fortune 100 companies to ensure their employees’ preparedness for the ever-changing nature of the workplace.
As Udemy continues to grow its user base, the need for effective, reliable and efficient customer support has grown with it.
With more than 50,000 instructors teaching courses to over 40 million students, the user experience of each and every one of these members determines the prosperity of the company.
As Udemy successfully positioned themselves as global leaders in e-learning, the company saw a substantial increase in the number of inquiries which began to exceed the capacity of their in-house customer support team.
1. Customer Service Partnership with Udemy
Building on a relationship that began in 2014 with QA services, Pure Moderation and Udemy expanded their partnership in 2015 and established a support team to include the handling and management of customer tickets.
Consequently, Udemy has seen considerable improvement in its customer response times, their ability to scale their customer support teams as needed, the review processes of their customer support agents and overall customer satisfaction.
In addition, the customer support team’s experience working with the QA software testing team has been key in developing their capacity to detect and report bugs on Udemy’s mobile and web platforms.
Through an alliance with Pure Moderation, Udemy has both increased its ability to manage high volumes of customer inquiries while streamlining its internal processes, allowing its team to focus on providing its audience with an enhanced online learning experience.