The Zoom boom: What the video-conferencing brand has learned – and what it’s doing next

Zoom, the video conferencing platform, has witnessed a surge in usage during the COVID-19 crisis, and learned several valuable lessons as a brand in this time.

Why it matters

Fast-growing tech brands can face a challenge in meeting demand while also providing a consistent experience for users. That can be even more challenging when people use a service for both personal and professional reasons.

Takeaways

  • Even acts of goodwill, such as making a tech service open access, can have a blowback if the implications are not completely thought out.
  • For many tech services, “prosumers” – who use a platform as consumers and professionals – have high expectations that need to be met with every experience.
  • Moments of disruption, such as the COVID-19 crisis, offer many opportunities...

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