Zoom’s Story
Read about Zoom's award-winning community and how efforts made to recognize and reward members continue to drive significant business outcomes.
Summary
Zoom is an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and dynamic for businesses and individuals. It operates by putting customers first, enabling meaningful connections and facilitating modern collaboration.
The Zoom community was created to meet the needs of Zoom users worldwide, offering a dynamic online forum where individuals can ask questions, find solutions, and collaborate with peers. In response to the growing demand for 24/7 online support, the Zoom community team was established in March 2021. By August of the same year, the community officially launched and has since expanded to become a key resource for Zoom users, empowering them to self-serve by searching for answers, asking new questions, and receiving expert guidance.
COMMUNITY SCALE
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28.6 %
YoY growth in total registered members (2024)
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54 %
YoY increase in total clicks from Google search (2024)
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22.36 %
increase in page views (2024)
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33.71 %
rise in visits (2024)
BUSINESS OUTCOMES
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48.6 %
reduction in average time to first reply (2024)
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10.8 %
YoY increase in customer satisfaction from community forum (2024)
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Cost savings
in support operations attributed to empowering users to resolve issues independently (2024)
“Khoros Communities has given us the tools and flexibility to build a dynamic, engaging platform. From customization and gamification to powerful analytics and seamless integrations, these features have been instrumental in helping us meet our goals and deliver ongoing value to our users.”
— Alexis Brown, Senior Manager, Global Community and Social Media at Zoom
About Zoom
In 2011, Zoom began as a small company with a simple mission: to make video communications frictionless. Since then, Zoom has innovated rapidly and expanded to be a complete AI-powered collaboration platform.
Zoom's mission and vision are to be the AI-first work platform for human connection. its core value is care: Zoom cares for its customers, its company, its communities, its teammates, and itself.
Rationale for change / Business use case
What began in 2021 as a response to growing customer demand for 24/7 online support during the height of the COVID-19 pandemic has evolved over the past year into a key destination for Zoom users, offering valuable updates on product launches, feature solutions, upcoming webinars, and service statuses.
Most recently, Zoom has incorporated many new features and innovations to grow the community, empower users to resolve issues, broaden users’ knowledge of Zoom’s capabilities, and continue its commitment to delivering helpful support and valuable information to its users.
CUSTOMER SUCCESS
“Zoom is a HUGE product, and no person can know it all. Being part of the Zoom community means you can quickly find experts in specific areas to provide expert advice. Also, incredible Zoom employees take an active part in the Zoom community, which creates a wonderful opportunity for Zoom community champions to engage directly with Zoom staff.”
Zoom community customer champion
COMMUNITY JOURNEY
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Inception
Inception
In 2020, when the COVID-19 pandemic hit, Zoom’s product usage increased from 10 million to 300 million daily meeting participants in 243 countries. During this time, Zoom's user base grew astronomically, and its product offerings expanded to accommodate its rapidly evolving user base.
As Zoom’s usage increased exponentially, customer support became one of the primary areas of focus to ensure Zoom users were receiving helpful and timely support. During the global pandemic, they listened to its customers, who desired a 24/7 accessible online forum to ask questions, seek helpful solutions, and collaborate with fellow Zoom users worldwide.
In response to this growing customer need, the Zoom community team created a global community in less than five months, a safe, welcoming, and informative online environment where users could exchange knowledge, troubleshoot, and share success stories while using Zoom. Shortly after launch, the value of the community became abundantly clear, with the team witnessing impressive metrics such as 130K registered users and 45K posts to over 2K accepted solutions. If that wasn’t enough reason for celebration, Zoom was honored that its community received the 2022 Khoros Kudos Award in the Keep Calm and Carry On category.
Technology: Zoom launched its community on Khoros Communities in 2021. They incorporated Ideas, Events, and Q&A features to encourage customer engagement and drive a best-in-class customer experience. The team also brought on Khoros Care and Khoros Marketing to manage its social customer service, and access improved reporting and prioritization capabilities.
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Growth
Growth
In less than two years since its inception, the Zoom community has grown to provide a wealth of knowledge to all global Zoom users. During this time period, the community expanded to include over 250,000 members, more than 100,000 posts, 20 million page views, and 10 million visits.
“In essence, Khoros Communities proved to be the best-in-class solution that Zoom needed to efficiently scale our community at a rapid pace. Furthermore, Khoros Care has allowed our community team to effectively moderate the thousands of discussions happening in the community every month and ensure customers are satisfied with the help they receive in the Zoom Community.”
- Briuana Green, Senior Community Manager at Zoom
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Maturity
Maturity
With a solid foundation established, in 2024, Zoom rolled out a few key initiatives to continue growing and improving its community. This included SEO optimization to boost visibility, prioritizing the voice of the customer content, monitoring frequently asked questions in its knowledge base, introducing more collaborative spaces like its customer success forum and on-demand learning areas, and much more. These projects helped Zoom strengthen the customer experience in the community, enabling the company to provide better support and connect with its users. Its hard work and dedication to customer support earned the brand the 2024 Khoros Kudos Award for Best Customer Support Community.
Lessons learned
Leverage integrations for growth
Leverage integrations for growth
By utilizing key integrations, Zoom has been able to meet its goals and deliver ongoing value to its users:
- Khoros Care.Zoom benefited from utilizing Khoros Care, which helps them manage and prioritize the high volume of community posts, ensuring that critical issues are addressed promptly to boost user satisfaction.
- Qualtrics.By integrating Qualtrics for customer surveys directly within its community, Zoom has streamlined the gathering of valuable user feedback.
- Tableau.The availability of the Tableau API has been essential in Zoom’s arsenal for analyzing user behavior and engagement, providing deeper insights into community interaction.
Listen to your customers
Listen to your customers
From the beginning, Zoom prioritized listening to and incorporating customer feedback to guide key decisions, thus strengthening its customer experience. This has proven to be a successful strategy for Zoom, giving them insight into areas that are important to customers, such as:
- Building the community itself -a 24/7 accessible online forum where users could ask questions, seek helpful solutions, and collaborate with fellow Zoom users worldwide.
- Addressing and fixing issues and bugs, which were first identified through reports from community members.
- Identifying gaps in self-service resources has been possible by the team monitoring frequently asked questions. By doing so, they can identify areas for improvement in the knowledge base, ensuring users find the information they need more quickly and escalating issues when necessary.
Form strong relationships
Form strong relationships
To achieve their goals and deliver ongoing value to their users, the Zoom community team puts great emphasis on strengthening their relationships with both internal and external teams. In particular, they worked closely with the Khoros professional services team to implement a JWT login flow. Not only does this enable better customer identification and more personalized services, but this enhancement also supports the setup of special-access forums, providing a tailored experience based on account types.
“Zoom was drawn to Khoros by its outstanding features and scalability, which perfectly catered to larger user bases such as Zoom’s. The Zoom community team utilizes Khoros Communities and Khoros Care, and they have been particularly instrumental in the success of the community. - Briuana Green, Senior Community Manager at Zoom
Results
By focusing on providing solutions for its customers and overall customer satisfaction, Zoom achieved significant business outcomes that reflect its commitment to delivering helpful support and valuable information to its users. Here are some highlights:
Increased organic traffic
Improved problem resolution
Higher customer satisfaction
Cost savings
Why Khoros Community software
The Khoros Communities platform has been pivotal in successfully launching and developing the Zoom community, offering extensive features, customization options, and integrated tools that support the team’s goals. The company highly values Khoros Communities for:
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Platform scalability and stability
In just a few years, the Zoom community has grown substantially. In 2024, SEO enhancements have led to a 53.6% increase in organic traffic to the community, membership growth by 29%, and unique visitors have increased by 25%.
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Community engagement and content types
With Khoros Communities, Zoom is empowered to cultivate two-way dialogue with members. They can use various built-in styles to fuel interaction, including blogs, discussion forums, Q&A, ideas, private messages, and more.
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Community analytics
Organizations like Zoom can harness data and surface insights to keep customer communities healthy and engaged.
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Unmatched expertise
Khoros provides the most modern community architecture with the longest history of enterprise-level scale, security, configurability, and uptime.
Boost customer satisfaction with community
Zoom saw customer satisfaction increase significantly by being able to offer support and resources customers need. Learn how to improve customer experience and satisfaction with a Khoros Community.