How Loom delivers a great customer support experience in Zendesk with Census

Stats

Company type:  B2B, B2C, Product-led Growth
Team:  Customer Success, Data
Use cases:  Granular Segmentation, Support ticket prioritization
Featured integrations:  Custom Destination, dbt, Hubspot, Intercom, Salesforce, Segment, Snowflake, Vitally, Zendesk

Summary

For every data team, having quick and easy access to information is paramount. Yet sometimes, building the infrastructure so that data teams can get a clear look at customer data is easier said than done. That’s where Loom was until earlier this year.

Loom is a video messaging software that allows users a “more effective way of communicating” with co-workers, employees, even students and teachers. Since 2015, they’ve been providing a platform to make simple, clean videos in the hopes of removing long back-and-forths over email, and even in-person meetings.

When Loom’s data engineering manager, Buddy Marshburn signed on, Loom had just begun building out their data infrastructure and were still needing to find a lot of the right tools to help move information out of the data warehouses.

That’s when Buddy found Census, and that’s when everything changed.