Interview with Zoom: Masters of Video Communications

Posted by | 26 November, 2018 | Amsterdam, Startup

One of our exhibitors for Amsterdam Tech Job Fair, Zoom, knows just how to grow a global company. They developed an amazing idea and executed an expansion strategy that the company to the current spot of a global industry leader. This week, Zoom will one of the employers looking for new people at our job fair in Amsterdam. Learn more about the company - check out the exclusive interview with Eric Yuan, founder and CEO of Zoom Video Communications!

Who are the creators of your brand? What do they do in life, what are they passionate about?

While I founded Zoom and our marketing team solidified our brand, each employee is a creator and steward of the brand every day. Our brand is about delivering happiness to our users, and that is done every day, every time a user interacts with our product or our team.

What's the story behind the creation of your company? What inspired you to start your business?

Back in my college years, I had to take 10-hour long train rides to see my now-wife, and ever since then I was imagining how great would it be to have similar face-to-face experience without the need to travel. Following my passion, I joined Webex (later acquired by Cisco), but I left since it was overwhelming to see so many unhappy customers and me not being able to solve for their communications needs..

This inspired me to build my own video communications platform from ground up and make it friction-less. This is how Zoom was born.

What's your current view on the market you work in? What makes you feel like your brand stands out?

While we’re in a crowded market, Zoom stands out on the video communications market in many ways, including a superior product quality and exceptional ease of use, and the comprehensive, unified quality of our platform. The brand maps to this. We say our users “Meet Happy.” However, the main difference is that Zoom is a world-class communications platform and offers many other products in addition to video and audio conferencing. Zoom comprises Zoom Rooms for conference room solution, App Marketplace, Zoom Voice, Zoom Webinars, and Zoom Chat. We have competitors for each of our products, yet Zoom is the only platform that offers a significant amount of diverse products and integrations.

What's the thing that you appreciate/value/cherish more about what you do as a brand?

Delivering happiness to our customers is our main mission. Zoom wouldn’t be what it is today without our customers. Everyone in our customer-facing teams is dedicated to deliver the most superior experience to our customers, regardless whether they have 1 or 100,000 licenses. Cherishing our current customers is what I value about Zoom.

Do you have a special story of something unique you did for a client? Something unusual you did as a team, something memorable you'd like to share?

A few years ago, I would review the list of customers that cancelled their subscriptions and send each of them a personal email telling them I was sad to see them go and that I would like to know if there was anything I could do to help. One of the customers emailed back saying that Zoom isn’t genuine for sending automated emails impersonating the CEO. Then I emailed him back, saying that it really was me behind the email. He still didn’t believe me, even though I told him I’d be happy to jump on a Zoom call so he could see my face. I still review our churn, support tickets, and info@zoom.us inquiries personally as I think it is important for leadership to stay close to their customers.

What's your company culture like? What is that you want to represent?

Our company culture is all about delivering happiness. To one another and to our customers. For example, we have a 65-person volunteer Happy Crew that manage who organize events, where our employees get to bond, bring in their families, and connect with each other.

What is your team like? How do you work?

Very flat management structure, but very diversified. I spent most of time on caring about our employees and our customers like improving our business process to make employees happy, talk with customers to listen to their feedback etc. I only travel twice a year at most and use Zoom most of the time.

What kind of people are you looking for? Who's the best match for your team?

Delivering happiness is our main mission, and this wouldn’t be possible without our team. We are looking for caring professionals who have high integrity and a self-learning mentality.

What benefits and perks do you offer your employees? What's the biggest plus of working for you?

The best benefit of working for Zoom is the team of hand-picked amazing coworkers you get to work with. Our culture is truly caring and transparent. When it comes to perks, we offer delicious daily lunches, flexible schedules, generous benefits, book reimbursement, massage chairs, and much more.

What are your goals and plans for the future? What's your biggest ambition?

Our main goal is to keep our platform cutting-edge and keep our customers happy: we never want to become an out-of-date solution that isn’t relevant to customer’s needs anymore. We work with our customers every day to make sure that we are keeping pace with the realities of the ways our users work.
How are you feeling about working for Zoom now? Remember, you can book your free event ticket now and meet their team in person at Amsterdam Tech Job Fair! You can also visit their company website, Facebook, Twitter and LinkedIn!

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