The Problem
In Q2 of 2023, Zoom was ready to tell the world about their newest Customer Experience product. My goal as project lead and designer was to position Zoom CX as a robust, all-in-one solution for any customer service team.
The challenge was to do so while educating the target audience of the multiple facets of this powerful tool from a customer service agent’s perspective.
The Solution
Building out a few concepts to test performance.
Zoom CX, a Digital Campaign
OVERVIEW
ROLE
PROJECT LEAD + DESIGNER
CLIENT
ZOOM
SCOPE OF WORK
CREATIVE STRATEGY COPYWRITING,
PROJECT MANAGEMENT
DESIGN
CONCEPT 1: The Platform
Concept 1 attempted to tell the CX story in one frame to tell a story of escalation.
CONCEPT 2 &3: Zoom Virtual Agent + Zoom Contact Center
These concepts allowed for each feature of Zoom CX to shine, designed as stand alone static ads or as an animated digital ad. Concept 2 relies on UI from the product to illustrate the different functions while Concept 3 utilizes typography instead for a minimal and modern look.
CONCEPT 4: Zoom Contact Center
This direction focused solely on contact center, specifically the meetings feature which allows agents to help their customers face to face.
CONCEPT 5: Zoom Virtual Agent
Lastly, concept 5 put the spotlight on Zoom Virtual Agent, an A.I. powered, on-demand, intelligent chatbot that helps take the load off of contact centers and allow agents to focus on more complicated tasks.
Each concept was rolled out to a suite of ad units and published on Forbes for A/B testing.
Campaign Performance
We found that Concept 4 performed the best with almost 3MM Impressions and 72% Viewability. The campaign brought in over 100% of total leads ordered
