How Zoom Went All-In On Buyer Ed, Quick
About The Shopper
You already know Zoom: they seem to be a video communications platform with over 6800 staff. 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 shortly grew to become the go-to video platform to host birthday events, elementary faculty school rooms, physician’s appointments, and extra. This was nice for enterprise, however it meant an enormous inflow of recent customers—and an enormous and quick coaching want.
Zoom prospects wanted a easy and centralized place to study, and the training wanted to replace organically as new merchandise and options had been launched. There weren’t sufficient hours within the week for Zoom CSMs to show newer prospects the fundamentals of the product and allow veteran prospects 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 study wherever, anytime, and in a means that works finest for them.
They aimed to offer customized studying experiences that empowered prospects to dive into their product, strengthen buyer loyalty, and drive adoption and renewals.
To get there, Zoom aligned their studying technique with the enterprise objectives 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 attainable, provide foundational content material that met the very best precedence wants, and ship happiness with a best-in-class consumer expertise.
– Jen Dunham, International Supervisor of Buyer Enablement, Zoom
The Answer
The Zoom Studying Middle, Powered By Docebo
With Docebo, the Zoom group was in a position to ship and launch their studying heart in underneath 5 months. And it wasn’t a barebones minimal viable product (MVP); it was a sturdy platform above and past their authentic expectations.
After they had been constructing out the technique, they began with an evaluation to establish learner wants and assist them maintain the UX and content material sensible and centered. Then they obtained deep into the Docebo Be taught platform, exploring all of the choices for studying, personalization, and automation. They experimented and iterated, stacking totally different instruments towards 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 (via electronic mail signatures, digital backgrounds, and extra) and externally (via 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 total suite of merchandise. Now, it is easy for Zoom to handle the platform and replace it with new content material, from eLearning to stay coaching.
For customers searching for fast help on a particular product, the Zoom Studying Middle is quick and straightforward to make use of. But it surely’s additionally highly effective sufficient to serve in-depth coaching programs to customers engaged on expert-level {qualifications}.
Better of all, the sturdy 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 prospects to realize something conceivable on Zoom. And we’re simply getting began.
– Jen Dunham, International Supervisor of Buyer Enablement, Zoom
The Outcomes
Distinctive Coaching For Tons of Of Hundreds 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 prospects properly. And folks aren’t simply registering for fast ideas or troubleshooting—tons of of hundreds of customers have accomplished full programs. Zoom has manifested a extremely engaged viewers via their highly effective studying experiences.
The Studying Middle can be driving efficiencies all through the enterprise: CSMs report much less time spent supporting prospects 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 group can now level customers to a course the place prospects can earn a Safety Champion badge in underneath ten minutes (like hundreds of different customers to this point).
It is environment friendly, constant, and nice for the model.
We would not exist if not for our prospects. Placing ourselves in our prospects’ footwear will at all times steer us in the correct path, and leveraging Docebo helps us make them highly effective.
– Jen Dunham, International 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.