Zoom : A great product that supports you by a company that forgot to invest in customer support
August 11, 2020

Zoom : A great product that supports you by a company that forgot to invest in customer support

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • Zoom Meetings & Chat
  • Zoom Video Webinar

Overall Satisfaction with Zoom

At the Technical University Berlin, multiuser video conferences using Zoom are mostly used to support new online formats for teaching but also to improve communication among scientists. Zoom is integrated into the existing Moodle-based IT infrastructure at the TU Berlin.
  • Powerful combination of video conferencing and desktop sharing.
  • Ease of use.
  • Stable application, that works on many platforms.
  • Billing
  • Customer support
  • Response time to issues
  • Possibility for enhanced online teaching.
  • Easy and good communication with colleagues.
Zoom is well suited for meetings of small and larger groups of people to discuss in a lecture room/seminar/webinar style. Here it is certainly one of the best solutions on the market. The implementation of breakout rooms is very rudimentary and does not allow users to pick whom they want to discuss with. The chat functionality also has a somewhat rudimentary appeal, and for most use cases, other solutions are more appropriate here. The video recording of meetings is a nice feature but might be problematic due to privacy protection. Webinars add some further functionality, for which, at least in educational settings, the standard Zoom video conferencing solution seems less restrictive and is a better choice. This might, however, depend on the preferences of the user. However, from my own experience and reading about other platforms, one gets the impression that Zoom does not invest sufficiently in their billing and support departments, resulting in long waiting times and often embarrassingly inadequate solutions for paying customers. Despite the very good product, the lack of support is a no-go in a professional setting.

Zoom Feature Ratings

Not Rated
High quality audio
High quality video
Calendar integration
Meeting initiation
Record meetings / events
Desktop sharing
Live chat
User authentication
Participant roles & permissions

Zoom Support

I had my personal experience with the Zoom billing and support team. From reading in forums, my experience is like that of many others (unresolved issues with billing and accounts). While the contact at Zoom was nice and forthcoming, the initial response took an unbelievable amount of time (7 weeks). Also, the offered solution was embarrassingly inadequate in a professional setting (closing an account to resolve a login problem). I believe the company systematically neglects user support or does not invest a proportional amount of revenue in these departments. From the way how my several tickets have been "resolved" by the support, this is easily the worst experience with a tech company ever.
Slow Resolution
Poor followup
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response

Using Zoom

Among all the tools on the market, Zoom is one of the easiest to use.
Like to use
Relatively simple
Easy to use
Technical support not required
Quick to learn
Feel confident using
  • Screen sharing
  • Invites
  • Scheduling
  • Chat feels rudimentary.
  • Configuration on website slightly un-transparent.
  • Breakout rooms are manually assigned by the host.