The News: Zoom recently launched Zoom Surveys, which can be used as an engagement tool for both internal and external populations. This offering is a free add-on for Zoom One and Zoom Contact Center customers. More information can be found in this blog post on the Zoom website.
Zoom Introduces Zoom Surveys
Analyst Take: Zoom has been on a steady pace with adding capabilities to both its collaboration and contact center platforms. Most recently the company introduced Zoom Surveys, which can be used by customers of both platforms, more specifically customers of Zoom One and Zoom Contact Center. Making sure you are in touch with both your customers and employees is a critical piece to providing a great experience to both groups. Making it easy to do is even better.
Basic Features, But the Real Benefit Is in the Workflow Integration
While Zoom has already offered the functionality of asking for feedback during and after meetings, this Zoom Surveys capability extends this capability more widely and is a standalone option that can also be used outside of meetings.
This new solution has the capabilities you might expect from an initial survey tool including:
- Customization in look
- Question skip logic
- Default surveys, such as always sending one out to meeting and webinar attendees
- Enhanced and varied results views
- One digital library for all surveys and polls
Somewhat basic, but it will get the job done. What will be particularly helpful for end users is the ability to create, edit, and share these survey and polls all within the Zoom platform they are already working in.
Surveys can be shared during or after meetings or webinars. The survey can also be sent out from a link, allowing for simple data collection, and can be designed based on the user’s particular needs at the time or projects they are working on. It can also be unrelated to any meeting or webinar activity. Tools such as these can be a time saver, potentially removing the need for yet another meeting as opinions can be gathered via a survey or poll. Taking care of all of this from within one location and having the surveys and polls stored in one library will also remove the friction points of using another solution and digging around corporate files to see what other research has been collected.
With the solution being offered (for free) to Zoom Contact Center customers, this tool could be used on both the employee experience (EX) and customer experience (CX) sides with use cases such as evaluating agent’s own EX, helping to evaluate agent performance, or gauging customer satisfaction.
Zoom Surveys Supports the Ongoing Strategy of Adding Value to Paid Platform Licenses
Following the same approach taken with its AI Companion feature, Zoom Surveys is being offered as a value-added feature to all Zoom One customers. This offering expands the premium features associated with Zoom One plans that already include Whiteboard Basic, Team Chat, and Clips.
The move to include Surveys in Zoom One is noteworthy, as Zoom faces the challenges of maintaining growth in a post-pandemic environment. In an interview with Craig Durr of The Futurum Group, Kelly Steckelberg, CFO of Zoom, shared that adding tangible value through meaningful workflow add-ons was strategic in moving freemium users to paid plans. She also highlighted that Zoom Contact Center and Zoom Phones are two essential elements in maintaining a growth trajectory.
Zoom Surveys: Balancing User-Friendly Features with Data Insights
Overall, Zoom’s new Surveys feature should make talking to each other and gathering important information easier and more efficient. Bringing in ways for people to give feedback right where they already work could make users more involved and help them make choices faster and better.
Whether Zoom Surveys does well will depend on how easy it is to use without sacrificing the depth and usefulness of the information it gathers. We are optimistic about the offering and look forward to seeing the feature in customers’ hands.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
Other insights from The Futurum Group:
Zoom Revenue Up 3.2% to $1.4 Billion in Q3, Beating Analyst Estimates
Expanding Commitment to Zoom: Crestron’s Latest Zoom Solutions
Author Information
As Practice Lead - Workplace Collaboration, Craig focuses on developing research, publications and insights that clarify how the workforce, the workplace, and the workflows enable group collaboration and communication. He provides research and analysis related to market sizing and forecasts, product and service evaluations, market trends, and end-user and buyer expectations. In addition to following the technology, Craig also studies the human elements of work - organizing his findings into the workforce, the workplace, and the workflows – and charting how these variables influence technologies and business strategies.
Prior to joining Wainhouse, now a part of The Futurum Group, Craig brings twenty years of experience in leadership roles related to P&L management, product development, strategic planning, and business development of security, SaaS, and unified communication offerings. Craig's experience includes positions at Poly, Dell, Microsoft, and IBM.
Craig holds a Master of Business Administration from the Texas McCombs School of Business as well as a Bachelor of Science in Business Administration from Tulane University.
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
