Case Study: Zoom boosts community engagement and support performance with Khoros

How efforts made to recognize and reward members continue to drive significant business outcomes

Zoom, the AI-powered collaboration platform founded in 2011, wanted to strengthen its customer-first support strategy by scaling a thriving community experience for its users. To do this, Zoom worked with Khoros, using Khoros Communities as the core platform for its customer community.

With Khoros Communities, Zoom built a highly scalable, customizable community that now supports 250,000+ members, 100,000+ posts, and 20 million page views. The results were strong: 28.6% year-over-year member growth, a 54% increase in Google Search clicks to community content, a 48.6% reduction in first-reply time, and CSAT improvement from 84.5% to 93.6%.

Zoom

Alexis Brown

Senior Manager, Global Community