The Strengths and Weaknesses of Zoom Support
December 11, 2024

The Strengths and Weaknesses of Zoom Support

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Business

Modules Used

  • Zoom Meetings & Chat
  • Zoom Rooms
  • Zoom Video Webinar
  • Zoom Whiteboard
  • Zoom Team Chat
  • Zoom Scheduler
  • Zoom Workspace Reservation

Overall Satisfaction with Zoom Workplace

We began using zoom in 2019 or so, to address growing need to be able to coordinate across our offices internationally on internal campaigns (We are a PR Agency). As Covid hit and afterward, people began to depend a lot more on the tool and it was integrated into client communications and meetings as well. Zoom helps us reach out to both our employees and our clients that are across the globe, and it kind of takes on the function of what phone calls have classically been in history, but we also have the ability to share a powerpoint presentation or a document with data and stats, the screenshare function allows us to present in ways we would not be able to in any other remote context. We have also started using it for AI transcription and note taking.

Pros

  • Call connectivity
  • Video compression and sound quality
  • recording meetings for training purposes

Cons

  • Support and feature changes on plan are difficult to make for me
  • I tried to consult with support but not on the tier where I can get help for my issue directly, and AI assistant sends me into a loop
  • consent dialog screens for screen recording can sometimes block video calls.
  • We are locked into a contract plan that does not allow me to make changes to products on back end
  • We incurred a lot of fees for having to renew a contract even though people I spoke to on support said our contact term was over
  • We cannot modify services that cost us thousands but that we have not seen value for
  • No one in support has effectively been able to respond to this, billing refused to help and only escalated ticket, but no response from our account executive
I think overall our company prefers to use zoom and likes it because it is easy to get a meeting started without too many extra buttons in the interface. I like it because it allows for SSO sign in and user control, and zoom rooms works really well with our meeting room cameras

Do you think Zoom Workplace delivers good value for the price?

Yes

Are you happy with Zoom Workplace's feature set?

Yes

Did Zoom Workplace live up to sales and marketing promises?

No

Did implementation of Zoom Workplace go as expected?

No

Would you buy Zoom Workplace again?

Yes

I think Zoom is really helpful for connecting a remote workforce and also for reaching across the globe and getting a lot of nuanced feedback from a person via telecommunication. I just feel like overall, the company has responded to the fight for it's market share by reduction of services that help people operate the platform effectively.

On the one hand, I've really enjoyed zoom rooms, and I wanted to use it more for my company. But with products like Zoom Phone, we ended up not using it as much as we expected for our org but I have no effective way to sunset the product in my workplace. I tried to modify the plan in the settings but we're in a contract, I emailed my account executive several times to discuss changes with no response, also left voicemails too but no reply back. Then I submitted a support ticket to reduce the service (we don't want to cancel, just reduce the lines) but the support ticket was promised that would result in changes, but it did not change! It's crazy because it's a service I really like but it seems like there is no billing support that can help me and everyone so far has promised they will act on what I'm saying but then no changes were made to my account. The AI assistant is informative and helps for many things, but when I ask about how to reduce this in-contract license count it doesn't know what to do and sends me into a loop. I just feel like our account has been seriously neglected and locked into a type where I cannot make changes on my own, but no one responds to changes. I submitted a request both 3 months in advance and then another support ticket day of

Zoom Workplace Feature Ratings

1.3
Hosted PBX
1
Multi-level Interactive Voice Response (IVR)
2
Directory of employee names
1
9.0
Answering rules
9
Call recording
9
Call park
8
Call screening
8
Message alerts
9
Business SMS/External Messaging
10
Voicemail Transcription
10
10.0
Mobile app for iOS
10
Mobile app for Android
10
6.0
High quality audio
6
High quality video
6
10.0
Calendar integration
10
Meeting initiation
10
Record meetings / events
10
10.0
Desktop sharing
10
8.0
Live chat
8
10.0
User authentication
10
Participant roles & permissions
10
10.0
Centralized communications management
10
Team messaging
10
Team document sharing
10
Call and meeting analytics
10

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