Item: Zoom
Rating: 4
Author: Marianne Rodrigues

Use Cases and Deployment Scope

I provide a live streaming service to my clients and they sometimes request a Zoom conference so that we can do a two-way. I have requests for weddings so that remote clients can speak to the bridal couple.

Pros and Cons

video conferencing
breakout rooms

customers often talk over each other, and the other person cannot be heard.

Return on Investment

monthly costs are a bit high for those who don't use it often

Support Rating

see previous comment

Key Insights

Do you think Zoom delivers good value for the price?

Are you happy with Zoom's feature set?

Yes

Did Zoom live up to sales and marketing promises?

Yes

Did implementation of Zoom go as expected?

Yes

Would you buy Zoom again?

Yes

Usability

It's pretty intuitive from an administrative viewpoint.

Contract Terms and Pricing Model

Allow customers to pay per use. e.g. $3 per zoom session

Likelihood to Recommend

When I signed up with Zoom for the annual plan, I did not expect to be locked in for the full year. Most companies allow customers to cancel subscriptions with a penalty fee. Clients like myself who are just starting small businesses often run into difficulties with revenue and need to cut back on expenses. I told the agent that I would be happy to pay on a month-by-month basis but they offered me no option to cancel and told me I would have to wait for the year to end. That certainly doesn't encourage me to continue to use Zoom in the future. Terrible policies and service.

Zoom should allow customers to opt out of the annual subscription and downgrade to pay-per-use

Software Version

Modules Used

Overall Satisfaction with Zoom