Customer Success

I have been working in Customer Success for a long time, and it has always been my passion to help people. On the other hand, music is another passion of mine, in fact, it is my first love. I never thought there would be a time that I’d experience both which had a great impact on my career here at Zoom and my love for music.I recently met with this client who offers therapy services specially for children cancer patients – That, itself, is simply enough to melt my heart. Before the pandemic, they reach out to patients in hospitals, clinics and homes in person to sing songs to the children and/or to play musical instruments. This is just part of the healing process, as you know, music can help destress and calm the patients. Apart from playing music, they give medicinal consultations and simple conversations to help ease the patients’ anxiety. Imagine how their services could have been affected when the pandemic hit. Imagine how the children could have missed these curative help that th

Hi Everyone,Zoom is a powerful tool, but security should always be a top priority, especially for organizations using System Management Software. Here are some key security considerations to keep in mind:User Access Control: Ensure that only authorized users have access to your Zoom meetings and account through your System Management Software. Use strong, unique passwords and enable multi-factor authentication (MFA) to add an extra layer of security.Meeting ID and Passwords: Avoid using personal meeting IDs for sensitive meetings. Generate random meeting IDs for each session and use strong, unique passwords. Don't share meeting details publicly, and manage this process through your System Management Software.Waiting Rooms: Enable the waiting room feature to control who enters your meetings, all within your System Management Software (lenovo.com/gb/en/servers-storage/software/management/). This gives you the ability to admit participants individually, reducing the risk of unwanted atten

Ever tried pulling off a webinar before? Felt like you were trying to connect with a bunch of distant relatives at a chaotic family reunion? Yep, you've stepped into my realm, friend! 🎉 So, picture this: I'm part of the Zoom squad, and one of the gigs I've got is hosting webinars. But hold up, it's not your typical snooze-fest. Nope, my mission is to make these webinars as lively as a carnival, where I can practically feel the vibes of the audience digging into my content. It's like trying to keep a bunch of energetic puppies focused – a delightful challenge, if you ask me! Now, here's the golden nugget: BREAKOUT ROOMS have made their grand entrance into the world of webinars! 🎉 Imagine it like this: you're at a super cool party, and you can just zip around the room to different conversation corners. Well, that's exactly what these breakout rooms do for our webinars! They let us dive headfirst into interactive sessions, where everyone – from the big shots

Have you visited the Zoom Learning Center (ZLC) lately? If you’re supported by our Customer Success Advisor team, you may notice a few differences! We have refreshed the English-language homepage for these customers to make onboarding and ongoing learning as easy as possible, including:New specialized tracks for administrators and end usersBanner and static announcements to let you know what’s happeningQuick access to the latest resources for ongoing learning opportunitiesAnd more!Why not refresh the basics by following the Zoom Admin Onboarding learning plan from your Start Your Onboarding page to achieve your onboarding certificate? Be sure to pass this information on to your end users as well, so they can experience the Zoom User Onboarding learning plan created specifically for them!

Caring for You is an award-winning nursing agency who had a rapid period of growth during the pandemic and needed a solution that would scale with them. They were also looking for a solution to accommodate the nurses in rural areas who need a reliable phone and conferencing solution. After success with Zoom Phone, they quickly turned to Zoom Contact Center to up-level how their customers’ experience with their agents. The transparent reporting and ability to monitor and measure interactions translated into greater efficiency and an overall better experience for both agents and customers. As an organization built around helping others, Caring For You uses the convenience of Zoom’s all-in-one communications and collaboration platform to help create a more relaxed atmosphere for agents to serve their clients. 💙👩‍⚕️ Read more of Caring for You's customer story here: https://explore.zoom.us/en/customer_stories/caring-for-you/

I am trying to share a children's book via Youtube with a homebound student.  The student can see the book but cannot hear the audio.  I can hear audio and see the book on my end.  What do I need to do so my student can hear the book?  I have this issue with 3 other students so it's not their computer.  Thank you!

The Virtual Background feature allows you to display an image or video as your background during a Zoom meeting, which can provide you with more privacy or a consistent and professional look for a presentation. Depending on the device you are joining the meeting with, you can use the Virtual Background feature with or without the use of a green screen behind you, with the system requirements being higher for virtual background without a green screen.How to turn on your video and add a virtual backgroundDESKTOPIf the host has requested video be on by default, you will be prompted with a video preview. This allows you to see your current video and decide to join the meeting with or without video. Click Join with Video.While you’re in a meeting, click Start Video / Stop Video in the bottom-left corner of the meeting controls toolbar as needed to control your video.(Optional) Next to Start Video / Stop Video, click the up arrow icon &#

I'm guilty.  Guilty of making a bad assumption.  Based on the large number of posts in the Zoom Community about "I paid for a Pro account but I'm still not Licensed and my meetings get cut off at 40 minutes," I had made the assumption that Zoom does not automatically assign a newly-purchased Pro license to the owner and sole user on an account. Yesterday, while recording some screen captures for an upcoming video I'm creating, I discovered -- much to my surprise -- that the account I purchased while recording did in fact get assigned to the owner and only user on the account. And yet, the "New license not assigned" posts continue to come in! The question I'm now researching is, "Under what conditions does Zoom do the automatic license assignment, and when does it not do the license assignment?"  I've done a quick review of the latest posts, and one or more of these situations seem to be present in many of them:The user previously had a Pro accoun

¿Sabías que Zoom tiene su propio Centro de Aprendizaje y que es GRATUITO? ¡Pues, cómo lo oyes! En nuestro Centro de Aprendizaje (ZLC, por sus siglas en inglés) podrás encontrar cursos actualizados de todos los productos de Zoom, no tienes más que suscribirte a los cursos que te interesan y completarlos a tu ritmo. Al final del curso obtendrás un certificado digital confirmando que has superado el curso con éxito. Si tienes un equipo a tu cargo o te encargas de las capacitaciones de los miembros de tu empresa, esta es una manera sencilla de tener a toda la plantilla que usa los productos de Zoom bien entrenada.  He trabajado en el pasado con un par de organizaciones de carácter internacional, con oficinas tanto en América del norte como del sur, mediante nuestro Centro de Aprendizaje han conseguido superar barreras lingüísticas y logísticas que hubiesen supuesto un gran reto para los equipos de RR.HH de ambos continentes. ¡Y todo esto ofrecido por Zoom de manera gratuita!Os an

Hello everyone, In our tenant, we would like to have Team Chat disabled for everyone, but we would also like to be able to slowly deploy it should we decide to do so.  Our Zoom reps mentioned creating a group with a name something like "Team Chat Disabled," then disable team chat in that group's settings.  Then it was mentioned to enable team chat at the account level and leave it unlocked there.  From there, people we don't want team chat enabled would be added to the "Team Chat Disabled" group. Surely, others here have wanted the same thing to where you perhaps want certain groups to have team chat, but not others.  For those with experience with this, how did you handle it? Thanks!

Hi,I am new to Zoom and have a question I am hoping someone can help me answer!? 🙂 I am working for a school that uses Zoom for some of its digital classes. In this case we would like to have pre-assigned set groups for every week, but in the beginning of the class we also want the option to have randomly selected groups in the breakout rooms. Is there a way where you can use both these functions? If yes - how?Also, is it possible to share and save documents  in the "set group" breakout rooms?  Thank you so much in advance,Carolina

Zoom IQ enables you to enhance productivity, shorten deal cycles, and improve revenue predictability with actionable insights directly from your Zoom Meetings and Zoom Phone customer interactions.   Here are some of the reasons people love Zoom IQ:   Sales and Revenue Leaders Provide actionable feedbackReduce anecdotal feedback and quickly identify areas for improvement using post-meeting analysis that includes transcription highlights as well as sentiment and engagement scores. Understand sales deals betterView sales deals by stage, size, teams, opportunity name, and use analytics for the number of interactions, competition, and customer sentiments to identify sales improvements. Forecast more accuratelyDigestible, aggregated insights integrated into your CRM give context on your sales funnel, highlight deals that need attention, and identify pipeline trends. Stay on top of the critical moments in your businessTrack words and expressions across customer conversations and get

One of our Senior CSMs here at Zoom, Nikki Phillips led a wonderful Professional Development/Continuing Education course for one of her top K12 customers today! She partnered with our talented Zoom Rooms specialist @lanceford-zoom as well. Lance Ford demonstrated our awesome Zoom Whiteboard collaboration tool as well!! Reach out to your CSM or CS Advisory team if you would like to have a presentation done for your team!    

With so many different channels for communication, different business needs, and physical distance as a barrier, how can you best support a hybrid workforce?   During our Hear from a Peer webinar, we sat down with Lawrence Morrisson, head of IT at The Motley Fool, an organization dedicated to helping the world become smarter, happier, and richer through sound investment advice. He shared how their teams have managed to develop a robust and thriving hybrid work culture. Here are some key insights from our conversation.   How have your collaboration and communication needs evolved over the last decade?   In the beginning, it was like the Wild West. We were mostly an in-office culture back then, with open floor plan — no offices, not even for the CEO — with many conference rooms for meetings.   People would use whatever technology was most familiar to them, or whatever the team on the other side of the call was used to. Because of that we had all different connection o

Are there are any healthcare clients (large hospital systems) that would like to share knowledge back and forth on how they are utilizing Zoom?

Hi,I'm using Zoom when teaching and depend on breakout rooms for group work. The feature is excellent for my purposes but I lack the opportunity to monitor all groups at once, like a tradisjonell classroom situation.My idea is that when breakout rooms have been activated, they should pop-up as live footage together on my screen and sound from a specific room would only be activated when hoovering over the live image with the cursor.This would enable me to navigate smoothly between group discussions and enter swiftly when I see students need guidance.This would make Zoom almost unbeatable!BR Peter

I'm an instructor at an online coding school. We use zoom as our classroom and use the breakout rooms when it's time for practices. It would be so wonderful if I could create templates or save breakout room setups in some way so I don't have to enter the same settings every single time. I think this would be a great feature for your next update! Thanks for your time.

I created a Zoom account as an Educator because I will be teaching students ages 12-18 accounting, budgeting, business accounting, etc. I am still being shown that my Zoom Meetings can only be 40min long, even as an educator. Do educators not receive longer Zoom Meetings?

Hello, I am representing a Developer from the profession. We have Zoom Oauth App and using that app we have one product that connects with Zoom to create meetings. We are facing an issue when we connect Two accounts with the same account and the same Zoom Oauth App.It allows to use recently connected Zoom account only. If we disconnect which we are facing an issue, It will work while another start sending an error, error we are getting is:401 Unauthorized` response:{"code":124,"message":"Invalid access token."}Let me know if we are missing anything here. Thanks

You can require all meetings to be secured with one of the following security options: a passcode, Waiting Room, or Only authenticated users can join meetings. These options provide additional protection and privacy for your meetings and help prevent uninvited guests from joining.If no security option is enabled, Zoom will automatically secure all meetings with Waiting Room.How to enforce meeting security settings:--> Sign in to the Zoom Web Portal.--> In the navigation menu, click Account Management then Account Settings.--> Click the Meetings tab.--> In the Security section, click the toggles to enable or disable security settings for users on the account, including the Waiting Room and its customization, meeting passcodes and their complexity, and authentication profiles to control who can join meetings hosted by your account.(Optional) To prevent all users in your account from changing a setting, click the lock icon next to a toggle, and then click Lock to confirm the s

Welcome to the Customer Success Zoom Community Forum! Here, you'll find a vibrant and supportive community of Zoom enthusiasts, just like you. Whether you're a seasoned Zoom expert or new to the platform, this forum is the perfect place to share ideas, ask questions, and learn from one another. Our Zoom professionals are here to assist you with any queries related to Zoom! So, dive in, join the conversations, and make the most out of your Zoom experience. We're thrilled to have you here! 

Current Health from Best Buy Health transformed its healthcare delivery by providing care-at-home offerings to patients, enabling them to access medical care on their terms. With their Hospital at Home solution, patients have the option to receive treatment from the comfort of their homes through video visits with trusted healthcare providers. Tom Roberts, the director of product management, highlights the importance of high-quality video communication for healthcare, which led them to integrate Zoom Meeting SDK into their solutions. The adoption not only improved the patient experience but also made it easier for providers to collaborate, offer interpreter services for non-English-speaking patients, and provide closed captioning for the hearing-impaired. The enhanced reliability and accessibility of Zoom have been well-received by both patients and providers, leading to improved patient outcomes and positive feedback from nurses and healthcare professionals. Their full adoption h

  Opal HealthCare manages 80 residential aged Care Communities located in metro and regional areas across Australia. They have a key purpose: to bring joy to the people they care for.   These communities are a world away from the traditional idea of aged care, and Zoom is playing an instrumental role in how those living in aged care are thriving.   Roseanne Cartwright, Opal HealthCare’s Director of Communications and Community Engagement, says the COVID-19 pandemic has provided their team with a unique opportunity to find solutions that give residents special experiences even when they can’t interact with people in person.   “For our residents and families, the most difficult part of COVID is not being able to see one another in-person for, at times, many months,” Cartwright said. “So, for our residents, there was a gap in the connections they’d normally have.”     An answer in Zoom   The Opal HealthCare team decided the best way forward in helping r

Hi all,We have all gotten quite skilled with fully remote meetings using Zoom. Now we are starting to explore hybrid meetings - some people in person and some people on Zoom. Our meetings are a bit more complex - language interpreters, American Sign Language interpreters, Captioner, a power point presentation in person, presentation to in person attendees,  etc. Do you have any tips and helpful information for us?Our account is for Zoom meetings only, not webinars.Thanks TS

I want to set up a screen with two camera input:     One camera is pointed at me.  One camera is pointed down at a pad of paper.  I want to be able to switch cameras with a keystroke.  Each camera needs separate rotate and mirror options.   So far this doesn't seem possible within zoom.   A second way to do it would be to have a camera aimed at either whiteboard or notepad and bring that up on a second monitor at my end, then I can share that screen.  This doesn't work two way, as most kids don't have a dual monitor set up.   I can see it likely meaning that a student needs to acquire a bit of hardware.  Most laptops now have cameras built in.  Many kids have cell phones, and/or their parents have an old phone.  This gives a second camera.  There are inexpensive adapters to put a cell phone on a tripod.   USB cameras aren't very expensive, but tend to be less capable than a phone.    Need to ensur