How Zoom Went All-In On Buyer Ed, Quick
About The Consumer
You already know Zoom: they seem to be a video communications platform with over 6800 workers. Zoom helps folks and companies accomplish extra with safe and frictionless video communication. Go to Zoom.
The Problem
An Exponentially Rising Buyer Base Required A Scalable Studying Answer
When the pandemic struck and in-person interactions pivoted to video, Zoom rapidly turned the go-to video platform to host birthday events, elementary faculty lecture rooms, physician’s appointments, and extra. This was nice for enterprise, however it meant an enormous inflow of latest customers—and an enormous and instant coaching want.
Zoom clients wanted a easy and centralized place to be taught, and the educational wanted to replace organically as new merchandise and options have been launched. There weren’t sufficient hours within the week for Zoom CSMs to show newer clients the fundamentals of the product and allow veteran clients on finest practices. Zoom’s purpose was to centralize buyer studying and broaden choices to incorporate on-demand and just-in-time studying—permitting customers to be taught wherever, anytime, and in a approach that works finest for them.
They aimed to supply customized studying experiences that empowered clients to dive into their product, strengthen buyer loyalty, and drive adoption and renewals.
To get there, Zoom aligned their studying technique with the enterprise targets and knew they wanted a best-in-class studying suite to deploy this initiative. To make it occur, they selected Docebo.
We aimed to achieve as many Zoom customers as potential, provide foundational content material that met the best precedence wants, and ship happiness with a best-in-class person expertise.
– Jen Dunham, World Supervisor of Buyer Enablement, Zoom
The Answer
The Zoom Studying Middle, Powered By Docebo
With Docebo, the Zoom staff was capable of ship and launch their studying middle in beneath 5 months. And it wasn’t a barebones minimal viable product (MVP); it was a sturdy platform above and past their unique expectations.
After they have been constructing out the technique, they began with an evaluation to determine learner wants and assist them maintain the UX and content material sensible and targeted. Then they bought deep into the Docebo Study platform, exploring all of the choices for studying, personalization, and automation. They experimented and iterated, stacking totally different instruments in opposition to one another to see what labored finest for his or her customers and with their content material.
After testing, they launched with a bang, advertising the launch internally (by means of electronic mail signatures, digital backgrounds, and extra) and externally (by means of blogs and social media posts).
At launch, their customized, on-brand studying platform—powered by Docebo—already hosted dozens of programs, movies, and studying plans for his or her complete suite of merchandise. Now, it is simple for Zoom to handle the platform and replace it with new content material, from eLearning to dwell coaching.
For customers searching for fast help on a selected product, the Zoom Studying Middle is quick and straightforward to make use of. However it’s additionally highly effective sufficient to serve in-depth coaching programs to customers engaged on expert-level {qualifications}.
Better of all, the strong performance does not create complexity and confusion for his or her admins or end-users: the Zoom Studying Middle is intuitive and straightforward for all audiences.
We constructed the Studying Middle to empower our clients to attain something conceivable on Zoom. And we’re simply getting began.
– Jen Dunham, World Supervisor of Buyer Enablement, Zoom
The Outcomes
Distinctive Coaching For A whole lot Of 1000’s Of Engaged Learners
Inside one month of launch, Zoom’s Studying Middle had served over 100,000 learners.
The one factor extra spectacular than the launch are the outcomes that got here afterwards. Up to now, over 2,000,000 customers have registered, and over half of these customers are paid account holders, so Zoom is aware of that they’re serving their finest clients properly. And other people aren’t simply registering for fast suggestions or troubleshooting—tons of of hundreds of customers have accomplished full programs. Zoom has manifested a extremely engaged viewers by means of their highly effective studying experiences.
The Studying Middle can be driving efficiencies all through the enterprise: CSMs report much less time spent supporting clients with the fundamentals and extra time offering personalized options; inside one month of launch, Zoom’s YouTube channel obtained 8.2M returning viewers as they exchange legacy coaching movies with new ones; and the Zoom Safety staff can now level customers to a course the place clients can earn a Safety Champion badge in beneath ten minutes (like hundreds of different customers up to now).
It is environment friendly, constant, and nice for the model.
We would not exist if not for our clients. Placing ourselves in our clients’ sneakers will at all times steer us in the best path, and leveraging Docebo helps us make them highly effective.
– Jen Dunham, World Supervisor of Buyer Enablement, Zoom
Docebo
Docebo is the world’s strongest studying platform, constructed for the enterprise of studying.
Initially printed at www.docebo.com.
