Happy customers always lead to growth
Delivering happiness has been a core tenet from the start here at Zoom. It isn’t just something we say, but something we live and breath every day. The value of delivering happiness follows through to our marketplace in more ways than one, but I’d like to share the major ones with you.
Value-Based Use Cases
When we are building out our marketplace and talking with potential partners and developers on the platform, we strive to bring value to every app. This is probably one of the most important things you can do for a marketplace. As we grow, we look to the users on our platform and see how they use the product. We use data and anecdotal data to find use cases that move the needle for each of our users, which improve their workflows and solves problems for our users.
We believe in quality over quantity of apps, and thus, we do not populate our Marketplace with apps that are of no use. We hold each app to a very high standard and make sure that they provide real value. This keeps our customers engaged and happy with our marketplace in a significant way.
Fast and Easy Support
Things break. There isn’t anything you can do to stop that; however, you can control how you handle them when they do break. We pride ourselves in having a team that quickly and efficiently solves problems when they arise. It is this type of support that builds trust and allows you to build communities around your app ecosystem that won’t go anywhere.
At Zoom, we use the root cause principal even when interacting with customers. When someone reports an issue to us, we take three simple steps:
- Find the root cause
- Resolve the root cause
- Mitigate for the future
This simple process allows us to support our customers and developers through almost any problem. Whether that be a technical issue, platform implementation questions, or have a question about the way our ecosystem works.
Listen to your Users
The ability to listen to the users on your platform will make or break your ability to deliver happiness to them. Every support case, every tweet about your platform, every email from your sales team, etc., is a letter from a user on your platform telling you how they use it, why they use it, and what they don’t like about it.
We have an uncanny ability here at Zoom to put our ear to the ground and understand what our collective customer base is telling us. Whether that is developers that need more tools or customers who need a new type of integration, we are always trying to be one step ahead of their needs.
As our platform grows, we are always reminded that delivering happiness to our developers and customers is only getting more critical. We strive to be one step ahead, go the extra mile, and make sure every experience with our marketplace is a good one, and we think you should too.
In the end, if you listen, provide first-class support, and provide value, users will flock to your platform and will continue to use it for as long as it continues to provide value.