CUSTOMER STORY
Zoom
Delivering support and forming meaningful connections with an ever-growing user base
EXECUTIVE SUMMARY
When the pandemic caused people around the globe to retreat to their homes, Zoom quickly became a household name that represented human connection. COVID-19 spurred exponential growth in Zoom’s user base, and customers sought more online support than ever.
Zoom needed to quickly and efficiently scale customer service to keep this large user base satisfied. The tech company created the Zoom Community to serve as an online self-service support forum; a space where global customers could ask questions, find answers, and exchange knowledge.
In less than two years, the Zoom community grew to:
- +250,000 community members
- 10 million unique visitors
- 150 community champions
- +100,000 posts
“One of the most useful things about a community is that posts continue to live on. For example, a solution posted in 2021 will continue to benefit users with a similar question in 2023 and beyond.”
– Briuana Green, Community Moderator
