Case Study: Vimeo achieves self-sustaining, real-time support with Zendesk Talk

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

Vimeo, the video platform serving 90 million creators, needed a more flexible CRM and real-time support solution as it scaled features like live streaming and absorbed Livestream. Legacy, homegrown customizations left the team on an outdated tool and phone support through Mitel provided no customer context, so Vimeo turned to the Zendesk ecosystem — including Zendesk Support, Zendesk Chat and Zendesk Talk — to unify channels and enable customizable agent workflows.

Using Zendesk Talk, Vimeo consolidated Livestream into a single Zendesk instance, moved live-help to Zendesk Chat, and integrated Talk’s IVR so caller pins surface customer data and automatically create tickets; custom tools like the Rap Box sidebar and Zendesk Sunshine custom objects (for SSAT) further reduced clicks and improved agent efficiency. The changes support roughly 25,000 tickets per month, give agents immediate access to membership and subscription details, deliver measurable specialist-satisfaction tracking, and helped build a self-sustaining support team that directly influences product development.

Vimeo

Cameron Dunn

Head of Community Operations