TechValidate Research on Zoom

30 Charts


Zoom Customer Research

What do you value the most with Zoom when compared against GoToMeeting?

Ease of use
94%
Reliability
69%
Video quality
51%
Innovation
29%

Zoom Customer Research

Which of the following business challenges did you experience with GoToMeeting?

Video & audio were unreliable
51%
Admin experience was difficult
43%
Couldn’t hold large meetings
34%
End users were unhappy
34%
Solution was difficult to navigate
31%
Difficult to meet with external parties
14%

Zoom Customer Research

What benefits have you experienced since switching to Zoom?

More productive meetings
85%
Less of an administrative burden
55%
A stronger internal & external relationships
48%
An improved company culture
21%
An improved decision making
12%
A decrease in internal IT support tickets
9%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)
3%
A decrease in employee turnover
0%

Zoom Phone Customer Research

What benefits have you experienced since switching from Cisco Calling to Zoom Phone?

Easy support for remote employees
78%
Less of an administrative burden
72%
Streamlined communications on Zoom's full platform
72%
A decrease in internal IT support tickets
39%
Happier and safer employees
39%
Increased employee productivity
22%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)
11%
Other
6%

Zoom Phone Customer Research

What benefits have you experienced since switching from Microsoft to Zoom Phone?

Less of an administrative burden
53%
Streamlined communications on Zoom's full platform
45%
Easy support for remote employees
41%
A decrease in internal IT support tickets
20%
Happier and safer employees
20%
Increased employee productivity
18%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)
4%

Zoom Phone Customer Research

What benefits have you experienced since switching from RingCentral to Zoom Phone?

Easy support for remote employees
43%
Streamlined communications on Zoom's full platform
43%
Less of an administrative burden
37%
Happier and safer employees
17%
Increased employee productivity
17%
A decrease in internal IT support tickets
11%

Zoom Phone Customer Research

What benefits have you experienced since switching to Zoom Phone?

Easy support for remote employees
49%
Streamlined communications on Zoom's full platform
48%
Less of an administrative burden
46%
Happier and safer employees
24%
Increased employee productivity
21%
A decrease in internal IT support tickets
17%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)
2%
Other
21%

Zoom Phone Customer Research

What features of Zoom Phone do you value the most when compared against Cisco Calling?

All-in-one (video, phone, chat) platform
91%
Simplified user experience
78%
Seamless integration with Zoom Meetings
70%
Audio quality
61%
Seamless administrative experience
52%
The ability to consolidate multiple carriers under Zoom
39%
Wide variety of deskphones and softphones supported
22%
Standards-based open platform
13%
Other
4%

Zoom Phone Customer Research

What features of Zoom Phone do you value the most when compared against Microsoft Teams Phone System?

All-in-one (video, phone, chat) platform
82%
Simplified user experience
71%
Seamless integration with Zoom Meetings
66%
Seamless administrative experience
42%
Audio quality
36%
The ability to consolidate multiple carriers under Zoom
24%
Wide variety of deskphones and softphones supported
21%
Standards-based open platform
13%
Other
7%

Zoom Phone Customer Research

What features of Zoom Phone do you value the most when compared against RingCentral?

All-in-one (video, phone, chat) platform
71%
Simplified user experience
71%
Seamless integration with Zoom Meetings
55%
Seamless administrative experience
40%
Audio quality
34%
Wide variety of deskphones and softphones supported
20%
The ability to consolidate multiple carriers under Zoom
16%
Standards-based open platform
7%
Other
12%

Zoom Phone Customer Research

What features of Zoom Phone do you value the most when compared against competitive solutions?

All-in-one (video, phone, chat) platform
72%
Simplified user experience
66%
Seamless integration with Zoom Meetings
53%
Seamless administrative experience
39%
Audio quality
32%
The ability to consolidate multiple carriers under Zoom
17%
Wide variety of deskphones and softphones supported
17%
Standards-based open platform
9%
Other
11%

Zoom Phone Customer Research

Which of the following business challenges did you experience with your previous PBX solution?

Admin experience was difficult
38%
Lack of a full feature mobile app
38%
Too expensive
37%
Not part of a unified communications solution
33%
Difficult to support remote workers
32%
Solution was difficult to navigate
24%
Call quality was unreliable
21%
End users were unhappy
17%
My organization did not have a previous phone system
15%
Lack of reliability
13%
Difficult to manage multiple branch offices
8%
Other
11%

Zoom Phone Customer Research

Which of the following business challenges did you experience with Cisco Calling?

Too expensive
58%
Not part of a unified communications solution
53%
Admin experience was difficult
47%
Solution was difficult to navigate
47%
Lack of a full feature mobile app
42%
Difficult to support remote workers
32%
End users were unhappy
32%
Lack of reliability
26%
Call quality was unreliable
21%
Difficult to manage multiple branch offices
21%
My organization did not have a previous phone system
0%
Other
21%

Zoom Phone Customer Research

Which of the following business challenges did you experience with Microsoft Teams Phone System?

Admin experience was difficult
55%
Difficult to support remote workers
45%
Not part of a unified communications solution
45%
Solution was difficult to navigate
40%
Lack of a full feature mobile app
35%
Too expensive
35%
End users were unhappy
30%
Lack of reliability
25%
Call quality was unreliable
20%
Difficult to manage multiple branch offices
20%
My organization did not have a previous phone system
5%
Other
10%

Zoom Phone Customer Research

Which of the following business challenges did you experience with RingCentral?

Too expensive
52%
Not part of a unified communications solution
38%
Admin experience was difficult
34%
Call quality was unreliable
30%
Solution was difficult to navigate
30%
Lack of a full feature mobile app
26%
Difficult to support remote workers
16%
End users were unhappy
16%
Lack of reliability
12%
Difficult to manage multiple branch offices
4%
My organization did not have a previous phone system
4%
Other
10%

Zoom Phone Customer Research

Which of the following did you consider before choosing Zoom Phone?

RingCentral
38%
Microsoft Teams
29%
My organization did not consider any other phone systems
27%
8x8
16%
Vonage
11%
Cisco Calling
9%
Avaya
8%
Jive
8%
Mitel
6%
Dial Pad
6%
Google Voice
5%
Nextiva
4%
Other
17%

Zoom Customer Research

What increase in video usage have you seen since switching from Skype for Business to Zoom?

41-60%: 26%
61-80%: 24%
0-20%: 21%
81-100%: 21%
21-40%: 9%

Zoom Customer Research

What increase in video usage have you seen since switching from Cisco Webex to Zoom?

0-20%: 27%
61-80%: 24%
41-60%: 18%
21-40%: 15%
81-100%: 15%

Zoom Customer Research

What benefits have you experienced since switching from Skype for Business to Zoom?

More productive meetings
70%
A stronger internal & external relationships
58%
Less of an administrative burden
55%
An improved company culture
39%
A decrease in internal IT support tickets
27%
An improved decision making
18%
A decrease in employee turnover
6%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)
6%

Zoom Customer Research

What benefits have you experienced since switching from Cisco Webex to Zoom?

More productive meetings
76%
Less of an administrative burden
64%
A decrease in internal IT support tickets
39%
An improved company culture
33%
A stronger internal & external relationships
30%
An improved decision making
9%
A decrease in employee turnover
6%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)
6%

Zoom Customer Research

What do you value the most with Zoom when compared against Skype for Business/Microsoft Teams?

Ease of use
85%
Reliability
76%
Video quality
50%
Innovation
35%

Zoom Customer Research

What do you value the most with Zoom when compared against Cisco Webex?

Ease of use
97%
Reliability
61%
Video quality
52%
Innovation
42%

Zoom Customer Research

What increase in video usage have you seen since using Zoom?

0-20%: 18%
21-40%: 14%
41-60%: 25%
61-80%: 23%
81-100%: 20%

Zoom Customer Research

What benefits have you experienced since switching to Zoom?

More productive meetings
72%
Less of an administrative burden
58%
A stronger internal & external relationships
47%
An improved company culture
33%
A decrease in internal IT support tickets
21%
An improved decision making
13%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)
6%
A decrease in employee turnover
3%

Zoom Customer Research

What do you value the most with Zoom when compared against competitive solutions?

Ease of use
89%
Reliability
72%
Video quality
50%
Innovation
33%

Zoom Customer Research

Is Zoom integrated with any other tools within your organization (Outlook, Gmail, etc)?

Outlook
66%
Gmail
28%
Slack
15%
Google G-Suite
12%
Microsoft Teams
12%
Other
12%

Zoom Customer Research

Which of the following business challenges did you experience with your previous web conferencing solution?

Video & audio were unreliable
57%
Admin experience was difficult
39%
End users were unhappy
35%
Solution was difficult to navigate
29%
Couldn’t hold large meetings
28%
Difficult to meet with external parties
28%
My organization did not have a previous video communication solution
9%
Cost
2%
Other
5%

Zoom Customer Research

Who was your primary video conferencing solution prior to Zoom?

Skype for Business
23%
GoToMeeting
19%
Other
16%
Cisco Webex
19%
Google Hangouts
10%
No previous video communication solution
7%
BlueJeans
2%

Zoom Customer Research

Which of the following business challenges did you experience with Skype for Business/Microsoft Teams?

Video & audio were unreliable
72%
Difficult to meet with external parties
47%
Solution was difficult to navigate
36%
Admin experience was difficult
31%
End users were unhappy
28%
Couldn’t hold large meetings
22%
Other
13%

Zoom Customer Research

Educational Institutions’ Previous Conferencing Providers

Who was your primary video conferencing solution prior to Zoom?

GoToMeeting
25%
Skype for Business
15%
Blackboard Collaborate
15%
Google Hangouts
10%
My organization did not have a previous video communication solution
10%
Adobe Connect
10%
Cisco Webex
5%
Other
15%



More Research on Zoom