360Learning reduced support tickets by 50%
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:
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.
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.
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 save us a considerable amount of time. We now have access to twice as much customer feedback to build our roadmaps and product strategy. It is 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.
Results
