Tickets per month 1800 Number of agents 12 Average First Response Time 3 hrs Pearson refurbishes their customer service and boosts email support with freshdesk Matthijs Lok The Company As one of the biggest publishing houses and learning companies in the world, Pearson boasts of an admirable presence in over 70 countries, with publications spanning across hundreds of languages. Pearson Assessment and Information B.V. is an international office of the Pearson group in Netherlands. Over the years, Pearson Netherlands had predominantly been using email to respond to customer queries. But as their publications and consumer base grew bigger, Pearson Netherlands began to realize a number of problems with its current support workflow. A study by Pearson found that once a publication goes live, th

Join for free to read