Case Study: Zoom achieves scalable customer support and community growth with Khoros

Delivering support and forming meaningful connections with an ever-growing user base

Zoom, the video-calling and collaboration platform, faced explosive user growth during the COVID-19 pandemic and needed to scale customer support quickly so a diverse, global user base could get timely help. To provide searchable self-service, peer support, and moderated discussions, Zoom built the Zoom Community and deployed it using Khoros’ community platform.

Khoros enabled a user-friendly, integrated forum with gamification, analytics, and moderation tools that let Zoom scale one-to-many support, recognize community champions, and surface product insights. Since launch, the community has grown to hundreds of thousands of members (reported figures include 250,000+ members and a 306,771 snapshot), millions of visitors, 100k+ posts and 150 champions, with year‑over‑year increases such as Members +37% and Pageviews +48%, while freeing Zoom agents to focus on complex issues.

Zoom

Briuana Green

Community Moderator