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360Learning
Published on 
9/12/2023
3
 min read

360Learning grows their exploitable customer feedback by 100%

360Learning grows their exploitable customer feedback by 100%
Feedback Hub
Prioritization

360Learning

With its leading collaborative learning solutions, 360learning facilitates knowledge sharing for more than 1200 customers and 1.5 million end-users across 120 countries.

Location: 

NYC

Industry: 

Corporate Learning Management Systems (LMS)

Size: 

400+

Integrations used: 

Zendesk
Zendesk
Salesforce
Salesforce

Context

In 2013, 360Learning was launched to turn companies into learning organizations. Now, it is a market leader in collaborative learning, providing knowledge-sharing solutions to more than 1200 customers across 120 countries. However, the company faced a complication due to its rapid growth. The product team struggled to keep up with the increasing amount of customer feedback and requests coming in. They had a growing backlog of hundreds of requests that could not be tracked and prioritized.

Summary
Context
Strategy
Impact

Strategy

To address this problem, 360Learning chose Harvestr in combination with Zendesk Support. With these tools, the company was able to streamline communication and collaboration between support and product teams. The product team was now able to collect and take action on customer needs at scale, faster than ever before. By integrating Zendesk with Harvestr, the support team could seamlessly escalate all valuable feedback to the product team.

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In Harvestr, customer feedback from Zendesk was aggregated with feedback from sales and success teams, giving Product Managers a global overview of customer needs. The company was able to halve the volume of tickets they were getting on some of their products, such as the Knowledge Base. By identifying product improvement opportunities, 360Learning could better anticipate and solve customer problems.

“By streamlining communication between support, success, and product teams, Harvestr and Zendesk are saving us a considerable amount of time. We now have access to twice as much customer feedback as before to build our roadmaps and product strategy. It became much easier for us to make the right product decisions."

Pauline Feray

VP Product, 360Learning

Impact

With Harvestr, 360Learning increased the volume of exploitable customer feedback by 100%. Product Managers were empowered to make well-informed decisions that would drive product and business growth. The product team was also able to align the rest of the company on their decisions. By sending targeted roadmap status updates, Harvestr allowed product managers to automate product communication, providing better visibility on roadmap decisions and product strategy. Looking ahead, 360Learning plans to integrate Harvestr further with customer data sources like Zendesk, to better inform product decisions. The company also expects to increase collaboration with other teams, by adding more people to the platform and by integrating additional tools like Figma.

No items found.

Results

1.5M
End users
50%
Reduction in support tickets for specific products
x2
More feedback processed

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