Zoom Engages Over 2 Million Customers With Docebo

How Zoom Went All-In On Buyer Ed, Quick

About The Consumer

You already know Zoom: they are a video communications platform with over 6800 staff. Zoom helps individuals and companies accomplish extra with safe and frictionless video communication. Go to Zoom.

The Problem

An Exponentially Rising Buyer Base Required A Scalable Studying Answer

When the pandemic struck and in-person interactions pivoted to video, Zoom shortly grew to become the go-to video platform to host birthday events, elementary college school rooms, physician’s appointments, and extra. This was nice for enterprise, however it meant an enormous inflow of latest customers—and an enormous and instant coaching want.

Zoom clients wanted a easy and centralized place to study, and the training wanted to replace organically as new merchandise and options had been launched. There weren’t sufficient hours within the week for Zoom CSMs to show newer clients the fundamentals of the product and allow veteran clients on greatest practices. Zoom’s aim was to centralize buyer studying and increase choices to incorporate on-demand and just-in-time studying—permitting customers to study wherever, anytime, and in a means that works greatest for them.

They aimed to supply personalised studying experiences that empowered clients to dive into their product, strengthen buyer loyalty, and drive adoption and renewals.

To get there, Zoom aligned their studying technique with the enterprise targets and knew they wanted a best-in-class studying suite to deploy this initiative. To make it occur, they selected Docebo.

We aimed to succeed in as many Zoom customers as doable, provide foundational content material that met the best precedence wants, and ship happiness with a best-in-class consumer expertise.
– Jen Dunham, International Supervisor of Buyer Enablement, Zoom

The Answer

The Zoom Studying Middle, Powered By Docebo

With Docebo, the Zoom staff was capable of ship and launch their studying heart in underneath 5 months. And it wasn’t a barebones minimal viable product (MVP); it was a sturdy platform above and past their unique expectations.

After they had been constructing out the technique, they began with an evaluation to determine learner wants and assist them preserve the UX and content material sensible and targeted. Then they bought deep into the Docebo Study platform, exploring all of the choices for studying, personalization, and automation. They experimented and iterated, stacking completely different instruments in opposition to one another to see what labored greatest for his or her customers and with their content material.

After testing, they launched with a bang, advertising the launch internally (via e-mail signatures, digital backgrounds, and extra) and externally (via blogs and social media posts).

At launch, their customized, on-brand studying platform—powered by Docebo—already hosted dozens of programs, movies, and studying plans for his or her complete suite of merchandise. Now, it is simple for Zoom to handle the platform and replace it with new content material, from eLearning to reside coaching.

For customers searching for fast help on a particular product, the Zoom Studying Middle is quick and simple to make use of. Nevertheless it’s additionally highly effective sufficient to serve in-depth coaching programs to customers engaged on expert-level {qualifications}.

Better of all, the strong performance does not create complexity and confusion for his or her admins or end-users: the Zoom Studying Middle is intuitive and simple for all audiences.

We constructed the Studying Middle to empower our clients to attain something conceivable on Zoom. And we’re simply getting began.
– Jen Dunham, International Supervisor of Buyer Enablement, Zoom

The Outcomes

Distinctive Coaching For Tons of Of 1000’s Of Engaged Learners

Inside one month of launch, Zoom’s Studying Middle had served over 100,000 learners.

The one factor extra spectacular than the launch are the outcomes that got here afterwards. Thus far, over 2,000,000 customers have registered, and over half of these customers are paid account holders, so Zoom is aware of that they’re serving their greatest clients properly. And folks aren’t simply registering for fast ideas or troubleshooting—a whole bunch of 1000’s of customers have accomplished full programs. Zoom has manifested a extremely engaged viewers via their highly effective studying experiences.

The Studying Middle can also be driving efficiencies all through the enterprise: CSMs report much less time spent supporting clients with the fundamentals and extra time offering personalized options; inside one month of launch, Zoom’s YouTube channel acquired 8.2M returning viewers as they substitute legacy coaching movies with new ones; and the Zoom Safety staff can now level customers to a course the place clients can earn a Safety Champion badge in underneath ten minutes (like 1000’s of different customers thus far).

It is environment friendly, constant, and nice for the model.

We would not exist if not for our clients. Placing ourselves in our clients’ sneakers will all the time steer us in the appropriate route, and leveraging Docebo helps us make them highly effective.
– Jen Dunham, International Supervisor of Buyer Enablement, Zoom

Docebo

Docebo is the world’s strongest studying platform, constructed for the enterprise of studying.

Initially printed at www.docebo.com.