Case Study: Vimeo achieves scalable, custom support and faster response times with Zendesk Messaging

Vimeo’s self-sustaining support team redefines what’s possible with a CRM platform

Vimeo, a long-standing video platform serving 90 million creators, needed a more elastic, customizable support system as the company and product set grew (including live streaming and the Livestream acquisition). Their legacy Desk.com setup and disparate phone systems couldn’t scale with rising ticket volume (≈30,000/month) or the need for real‑time, product-aware support.

Vimeo migrated to Zendesk Support and built custom apps on the Zendesk apps framework and Sunshine—most notably the Rap Box sidebar and the SSAT specialist-rating app—while adding Chat and Talk for live help and consolidating instances. The custom integrations (PIN lookup in IVR, third‑party event data) sped workflows, cut response time by ~30 minutes, enabled better routing and specialist insights, and helped maintain 95% customer satisfaction with a self‑sustaining, product‑informed support team.

Vimeo

Cameron Dunn

Head of Community Operations