Case Study: Vimeo achieves rapid support scaling and safer content moderation with ModSquad

Vimeo cuts first response times from 1 week to 10 minutes with ModSquad

Vimeo, a leading video platform, faced unprecedented demand for its services when the COVID-19 pandemic forced the world to rely on video for connection and business. To manage the skyrocketing volume of support requests and ensure new content was appropriate, Vimeo turned to its vendor, ModSquad, for customer support and content moderation services.

ModSquad rapidly scaled its operations to handle nearly 90% of Vimeo's 30,000 monthly tickets. The solution implemented by ModSquad included developing new workflows and tools, which dramatically reduced average first response times from one week to just ten minutes. This partnership resulted in a customer satisfaction rate over 90% and helped support Vimeo's 4x revenue growth.

Vimeo