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Case Study

Cornerstone: FoundationReady Implements 24/7 End-User Support

Categories: 24/7 End-User Support | Cornerstone | Integrations & Software Development

In 2013, FoundationReady, the charitable foundation of Cornerstone, partnered with eSkillz’ End-User Support to ensure that, in times of crisis, individuals worldwide had access to the tools and resources they needed to support their communities. Through platforms like DisasterReady and NonprofitReady, they empowered nearly two million people to build critical skills.

eSkillz proudly donated 24/7/365 End-User Support to both initiatives, ensuring that when people needed information, they had immediate access to expert assistance. Each year, the team handles thousands of chats and tickets, maintaining an average first response time of just 55 seconds to connect users with a real human.

At a glance

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Challenge

With a global user base, FoundationReady needed fast, multilingual support for users entering disaster zones where delays weren’t an option.

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Solution

eSkillz provided 24/7 End-User Support with real-time translation, resolving issues quickly and helping users worldwide continue learning and serving.

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Data

Average response time: 55 seconds

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In partnership with:

Cornerstone

Client challenge

With a vast global user base, FoundationReady faced the challenge of providing timely, multilingual support to everyone. Often, users seeking access were preparing to enter disaster zones and required immediate help. Delays were not an option.

eSkillz Solution

By partnering with FoundationReady, eSkillz delivered round-the-clock End-User Support, enabling users worldwide to connect with a real human within moments. This rapid response helped resolve issues quickly and got users back on track to continue learning and serving their communities. With real-time translation capabilities, eSkillz bridged language barriers, offering support in nearly any language.

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Results

When time was critical, users didn’t want to submit a ticket and wait days for a response. They didn’t want to explain their issue to an AI chatbot. They wanted a real person who could help immediately. eSkillz’s 24/7 End-User Support ensured users got the help they needed, when they needed it. Support Specialists resolved issues in an average of just 18 minutes while maintaining a high 95% satisfaction rating.

What began in 2013 as a shared commitment to help people access life-saving knowledge has grown into a trusted partnership that continues to support millions across the globe. This not only empowered individuals but also gave administrators the freedom to drive meaningful system improvements and transformative changes that, through FoundationReady, have made a significant and positive impact in the world.

“Thank you to the entire team at eSkillz for all your support of DisasterReady.org and NonprofitReady.org over the years. Our learners have been so appreciative of the assistance they receive. We could not have achieved anywhere close to the impact we have had without you.”

–CSOD Foundation Team

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Let eSkillz help you create a seamless learning experience for your global audience. Partner with our dedicated support experts to deliver responsive, multilingual assistance that reflects your organization’s brand and culture. Reduce administrative strain, increase learner satisfaction, and build lasting confidence in your platform. eSkillz 24/7 End-User Support is ready to help you.

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