We use Zoom for one-on-one calls, conferences, and remote support. We used to offer training via Zoom. But in the last two years, the global team switched to Microsoft Teams, so we moved to Teams. Since then, it's been about 50-50 Zoom and Teams, but prior to February, we had three or four meetings via Zoom daily. Before Teams, we were using Lync, which is the predecessor of Teams.
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It helps me provide support to users because they can share their screen and talk at the same time
Pros and Cons
- "As a technical support guy, I think it's crucial to be able to connect with people remotely. Zoom is simple to use because they can share the screen and talk. The user can walk me through the issue they are facing."
- "Yesterday, we had a call, but Zoom closed after 20 or 25 minutes, and we didn't get any alerts. That could be because there was a time limit set. There should be an option, like a button, that allows us to increase or reduce the meeting time."
What is our primary use case?
How has it helped my organization?
Zoom is interactive. We can connect with more users. Sometimes we host meetings with hundreds of people, and I can see who is talking.
What is most valuable?
As a technical support guy, I think it's crucial to be able to connect with people remotely. Zoom is simple to use because they can share the screen and talk. The user can walk me through the issue they are facing. You don't need to be in the office or on the network. If a user can connect to the internet, then they can share their screen. Aside from support, it's also a great way to provide training to our users.
What needs improvement?
Yesterday, we had a call, but Zoom closed after 20 or 25 minutes, and we didn't get any alerts. That could be because there was a time limit set. There should be an option, like a button, that allows us to increase or reduce the meeting time. We had to cancel and change the time of the meeting.
For how long have I used the solution?
I've been using Zoom for around four or five years
What do I think about the stability of the solution?
Zoom is perfectly fine.
What do I think about the scalability of the solution?
Zoom isn't scaled, but I don't think there are any issues with the scalability.
How are customer service and support?
Two or three years ago the global team was not able to use a feature on the old version. Suddenly, Zoom wasn't working. They contacted Zoom support and got everyone to update their software. But I haven't had any personal experience with support. Once we had a problem with the background images changing, but that was a minor issue, and the Zoom team walked us through how to fix it.
How was the initial setup?
Setting up Zoom is pretty standard. It's a "next, next, finish" installer. You don't have to do anything too complicated, and it only takes three or four minutes. There is also a web-based app that is easy to use. Aside from the regular updates, it doesn't need much maintenance, either.
What's my experience with pricing, setup cost, and licensing?
We're using the software that the global team uses. They don't tell us how much they're paying-
Which other solutions did I evaluate?
I think Zoom is better than Teams, but they're very different. Zoom is lighter. I tried a remote session with Teams, but it wasn't up to snuff. I cannot share things properly, so I think Zoom is better.
What other advice do I have?
I rate Zoom eight out of 10. If you're planning to use Zoom, you should pay attention to the version your users are working on. Sometimes a lower version is better, so it will work with all users. The lowest version should be compatible with most machines. When you're working with people that have older computers, they might not be able to connect. You need a version that is compatible with everyone's device.
Which deployment model are you using for this solution?
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Nov 29, 2021Flag as inappropriate