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Case Study: When the World Rushed to Video, Vimeo Turned to ModSquad

ModSquad

How we helped one of the world’s leading video platforms rapidly scale to respond to increased demand and improve KPIs at the same time.

In early 2020, the COVID-19 pandemic gripped the world. Quarantines kept us home and how most people lived their day to day lives changed. The world turned to video.

Many chose Vimeo, the world’s leading all-in-one video software solution. Over the past two years, video has helped us stay in touch with loved ones, work remotely, and even attend religious gatherings. Vimeo saw unprecedented demand for its video tools as more and more businesses adopted this medium to stay connected.

At the time, ModSquad was already working closely with Vimeo, handling Tier 2 (technical support) and starting coverage for Tier 1. “Organizations like churches, community groups, and even yoga studios turned to Vimeo to keep their events and businesses going virtually,” recalls Minh Long, Vice President, Customer Support of Vimeo. As usage skyrocketed, ModSquad scaled to meet the influx of support requests, drastically reduce response times, and ensure the flood of new content was safe and appropriate.

In this new case study, find out how ModSquad:

  • Scaled quickly to meet the increased demand
  • Dramatically reduced first response times from 1 week to 10 minutes
  • Increased CSAT scores to over 90%
  • Maintained a 90%+ customer satisfaction rate while handling 30,000 monthly tickets
  • Supported 4x revenue growth

“What Vimeo found with ModSquad was a group of talented professionals with a significant level of customer service expertise,” says Long. “Even more importantly, their level of empathy matches their support and technical skills.”

He continues: “ModSquad’s partnership has been essential to Vimeo’s continued growth and success, particularly when our users needed us the most. We couldn’t have done it without ModSquad.”

For a closer look at ModSquad’s content moderation and customer support services for Vimeo, don’t miss this new case study.