Case Study: Vimeo builds a self-sustaining, scalable support team with Zendesk

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

Vimeo, a video platform founded in 2004 that serves 90 million creators, needed its support organization to scale alongside rapid product growth—HD, On Demand, live streaming and the Livestream acquisition. Legacy, heavily customized tooling left the team stuck on an old CRM, siloed across instances, and without unified customer context or real‑time workflows needed for live video support.

Vimeo moved to Zendesk (Support, Chat, Talk, Sunshine), consolidated instances, and built custom tools like the Rap Box sidebar, IVR pin lookup and Sunshine custom objects while keeping a dedicated support engineer. The changes automated ticket creation, delivered one‑fewer‑click access to customer data, enabled real‑time phone/chat support for live streaming, and created a self‑sustaining team handling ~25,000 tickets/month with tighter cross‑team collaboration and greater influence on product decisions.

Vimeo

Suri Ratnatunga

Senior Director, Community + Support