We have at least 1,500 Knowledge Base articles that are viewed and updated on a regular basis. “All of our Zoomies know AskZoomPX is the place to go to ask questions about payroll, people experience, and more. But at the same time, if they feel they need to speak to someone directly, that is an easy option too,” explains Christine Bahra, Head of Global PX Services at Zoom. “Our goal is to have everything in one place, so all employees know where to start and have confidence that they will find the answers they seek.
With an average of 2,000 tickets running each month, AskZoomPX is clearly valued, not least by the company’s steady flow of new recruits eager to hit the ground running and hungry for self-service information to find their way around their new workplace. With the help of ServiceNow, Zoom has transformed the employee experience by bringing all employee services and support together in one location, accessible through a unified service portal, with consumer-grade self-service experiences enabled by relevant and comprehensive Knowledge Base articles.ĪskZoomPX (People Experience), the central destination for HR services, has proved transformational for Zoom’s 8,000+ global employees, becoming a one-stop-shop for all HR services and searchable Knowledge Base articles. More recently, ServiceNow Customer Support Management (CSM) has been introduced to support Zoom’s customer support operations for government customers. The ServiceNow platform enabled Zoom to deliver better service and frictionless video communications for its customers and unlock productivity and efficiency benefits for the business. In 2019, to provide a superior working experience for Zoomies, Zoom introduced ServiceNow IT Service Management (ITSM) and HR Service Delivery (HRSD). ‘Zoomies’-as its people are affectionately known-were relying on calls and emails to request support to resolve IT issues or carry out basic HR tasks, such as booking time off or submitting inquiries about salaries or career development opportunities. As a company dedicated to connecting its customers, Zoom realized it needed to better connect its more than 8,000 employees, living up to its culture of ‘delivering happiness’. Zoom has seen historical growth and, as with many fast-growing businesses, over the years Zoom acquired a range of disparate and disconnected tools and technologies that employees were using in their day-to-day work. Businesses around the world use the Zoom platform to enable new ways of working, learning, providing healthcare, delivering services, hosting events, and empowering a hybrid workforce in ways that have never been done before. Zoom is a global engine of innovation and connection used by millions of people in nearly 200 countries and territories.
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