By Gal Oron, CEO of Zoomin
We’re proud to announce that Zoomin was named a 2020 Gartner Cool Vendor in CRM Customer Service and Support. In the Cool Vendors report, Gartner noted that Zoomin’s unique approach has the potential to disrupt the product content ecosystem that has been in place for decades. Gartner’s recognition comes as a welcome validation of both Zoomin’s work and the business category — product content orchestration — that we’re defining.
Solving an untapped enterprise pain point
Zoomin’s mission is to help our enterprise customers deliver relevant product answers to their end users, wherever they are. All companies have product content – user guides, manuals, training materials, knowledge articles, and more – and it is a gold mine of actionable information. However, while product content is used by customers and prospects at every stage of the user journey, it is frequently underutilized.
Why is that? We’ve seen that this information, which usually sits in different silos across an organization, is hard to surface in a seamless, self-serviceable way. Valuable content is locked behind high-effort and fragmented experiences that leave customers frustrated and support agents without the answers they need.
Re-imagining the product information experience
Have you ever looked for an answer on a company’s website, only to be presented with a PDF or community page that you have to CTRL+F your way through to find the correct information, before exiting, wondering if that was even the right document for you to be searching? We’re trying to end that.
With decades of expertise in customer care, our co-founders and I made it our mission to re-imagine how users experience and gain value from product information. Today’s customers and prospects expect the Netflix and Amazon standard of personalized service and anticipating needs. By investing in strong personalization capabilities and delivering relevant, contextualized information to each user, we set out to make product content a driver of great customer experiences while also enabling support teams.
Creating cross-enterprise impact
As CEO, watching the market response to Zoomin since its inception has been nothing short of incredible. We were able to partner with some of the most innovative and forward-thinking enterprises such as Mastercard, McAfee, Automation Anywhere, Sony and Dell EMC to “imagineer” this brand-new approach into existence.
And the impact has been huge. Our customers are not only able to pioneer effortless user experiences, but they’ve also transformed their product content into an enterprise-wide asset that reduces support costs, boosts NPS and reduces churn.
It’s now clear to us that the product ecosystem was missing an important category. Just like every company has a content management system, online community, learning management system, CRM and more, each one will soon orchestrate their product content as a competitive requirement.
This recognition from Gartner is another proud step for our company, and further proves the value that our unique technology provides. We are more committed than ever to helping companies offer better self-service experiences to their employees, customers and prospects and we’re excited to watch as product content orchestration gains recognition and adoption across industries.
I thank Gartner and our visionary customers and world-class team for making this accolade possible.
If you are a Gartner client, you can access the full report here.