UDEMY EDUCATIONAL WEBSITE AND MOBILE APPS THAT ARE USED BY
15+ MILLION USERS
Udemy is a vast global marketplace for learning and teaching online where students are mastering new skills and achieving their goals by learning from an extensive library of over 45,000 courses taught by expert instructors. They have offices in Dublin Ireland, San Francisco CA, and Ankara Turkey.
Since 2010, Udemy has been an extremely successful web-based e-learning platform that has significantly increased their user base around the world. As the number of their users has grown, the importance of their customer support has increased. Udemy’s performance is inextricably linked to the overall experience of the user - from the usability of their platforms to the quality of service they derive from customer support.
How We Helped
Since 2014, Udemy had already established a relationship with Pure Moderation (at the time Sixth Gear Studios) to do QA services for their platform. In April of 2015, they expanded their partnership with Pure Moderation to incorporate customer ticket support. At that time, the number of tickets began growing beyond the capacity of the existing customer support agents at Udemy HQ. In order to leverage the expertise of their existing team to enhance Udemy’s user experience, they established a support team with Pure Moderation.
In particular, Udemy saw significant improvement in:
the management of high volumes of customer inquiries.
response times for customer ticket support.
overall customer satisfaction.
processes to review the performance of their customer support agents.
the scalability of their customer support team in English and other languages.
streamlining of their internal processes.
Udemy’s expansion as a global marketplace has significantly increased the number of inquiries that come from their users. Pure Moderation’s customer support agents help manage the flow of tickets.
Udemy can rely on the autonomous management ticket queues when they are out of the office. Our agents ensure that volumes do not rise to uncontrollable levels, regardless of the issue that arises.
Furthermore, in conjunction with the QA services that are provided by Pure Moderation’s QA department, our customer support agents act as the experts on issues related to Udemy’s mobile platform to troubleshoot problems and report bugs to the Udemy engineering team.
Contact information for Udemy’s Senior Manager of Customer Experience available upon request.