Zoom Workplace
Comprehensive review intelligence
App Information
Country
🇺🇸 United States
PlatformApp Store
CategoryBusiness
Version6.5.1
Updated6/24/2025, 4:46:27 PM
Rating
4.65
User Satisfaction
Overall SatisfactionMixed, leaning negative. While a large number of 5-star ratings exist overall, recent reviews frequently highlight critical functional issues and UI frustrations, leading to a significant volume of 1-star ratings. Many positive reviews are generic or express basic satisfaction with the ability to connect, rather than specific features.
Low satisfaction
Satisfied Features
Connectivity/Remote Access
Users highly value Zoom's ability to facilitate remote meetings, classes, and appointments, saving time and overcoming geographical barriers. As one review states: 'I love zoom… I can do so many things without leaving the house now.. I live in Miami and distances are great and traffic is awful so I start my day with my yoga classes from home. No excuses to not exercise! Then any meetings I have if we can’t bridge the distance, we just jump on zoom… such a fantastic invention!!!! Thank you!!!' - isa caro kris. Another user notes: 'I like it because when have to stay home I still can play bingo with my senior center.' - wildflower1943.
Reliability (when working)
Some users find the app stable and functional for their needs, indicating a general satisfaction with basic performance when issues aren't present. For example: 'Workspace is solid. tried and true, doesn’t glitch, and doesn’t time out.' - TeeterTrot.
Clear Voice/Audio
A few users specifically mention good audio quality. As one review highlights: 'Many features and clear voice' - Santa749.
Ease of Use (for basic functions)
Users appreciate the straightforward nature of joining meetings or using the app for basic communication. 'So easy so convenient, and I love the fact that I’m not exposing myself, nor am I exposing others to any potential illness’s.' - missteena.
Dissatisfied Features
Zoom Phone (audio output)
A critical issue where users cannot hear the other party during Zoom phone calls on mobile devices, rendering the feature unusable. As Jeff.Pan explains: 'I cannot hear anything when making Zoom phone calls to landlines or mobiles while the call receiver on the other end can hear me. ... There must be something wrong with the Zoom App on iPhone coz I can hear everything either using the Zoom Phone Web App or the desktop App on my computer. PLEASE FIX THIS!!'
App Updates & Login/Account Access
Users report being unable to update the app, log in, or sign up, effectively locking them out of using the service entirely. Rccrtr states: 'Trying to log in to watch a webinar, says I need to update, but app will not update.' Adan2016 expresses frustration: 'LOOK HERE I WAS SIGNING IN BUT YOU GUYS WONT LET ME WHEN MY SISTER HAS BUT NOT ME SO ALLOW ME RIGHT NOW!😡🤬'. Meryl00 adds: 'I signed up for a free workshop and got locked out of my account because the link didn’t work. You’d think I was trying to hack Fort Knox.'
Hyperlink Integration (Safari)
The app fails to properly integrate with Safari, requiring users to manually copy and paste links to join meetings, creating significant workflow friction. Ahouvah details: 'Safari is not integrating well with the zoo hyper link. When I try to open hyper link it does not open in safari. I have to copy and paste the hyper link to safari so that it can open. This is a new problem that I am experiencing with all my zoom sessions. Please try to fix this problem.'
User Interface/Feature Accessibility (Post-Update)
Recent UI changes have 'buried' or made previously simple features, like starting a personal meeting room or managing chat, more difficult to access, frustrating long-time users. Californiapalmtrees complains: 'Why did you bury the "start personal meeting room" feature? It used to be one tap. Now it’s frustrating and buried.' Pocahontas255 finds the new chat features frustrating: 'The new chat features that make it so you have to click the button up top that pulls down and shows you options to start a chat, main chat and then private chats has to be the worst update ever.'
Calendar Integration (Recurring Meetings)
Recurring meetings do not display with times on the in-app calendar, forcing users to rely on external calendars and disrupting workflow. Jmorx3 notes: 'Why in the world do you recurring meetings not show up on your daily calendar with the time?? Makes absolutely no sense and makes it unusable.'
Risk Alerts
Severe User Churn due to Basic Functionality Failure
CriticalMultiple instances of inability to use the app • Very high negative sentiment
Loss of both free and paid users, significant drop in app store ratings, negative word-of-mouth spreading rapidly. This is the most immediate and damaging risk.
Reviews:
"Won't update"
"Can’t hear anything when making Zoom phone calls to landlines or mobiles"
"Does not work on new iPad"
"Error 1132"
"Sin acceso"
"Do not download this app❌🚫‼️⚠️❌‼️⚠️"
"Soooo dumb"
Erosion of User Trust and Brand Reputation
HighFrequent complaints about frustrating UI changes and persistent bugs across updates • High negative sentiment
Users will perceive Zoom as unreliable, difficult to use, or unresponsive to feedback. This makes them more likely to switch to competitors and less likely to recommend the app, even if core meeting functionality is stable.
Reviews:
"Making things harder, thanks."
"Chat"
"Recurring Meetings"
"Need to integrate the Zoom app to link better with Safari"
Competitive Disadvantage
HighUsers mentioning needing to use other platforms (e.g., Outlook) to compensate for Zoom's shortcomings.
As competitors improve, these persistent issues make Zoom less attractive, especially for business users seeking a seamless 'Workplace' solution. Users will actively seek out alternatives if basic functionality is compromised.
Reviews:
"Recurring Meetings - Have to go to outlook and launch zoom because it’s so chaotic"
"Can’t hear anything when making Zoom phone calls to landlines or mobiles - I can hear everything either using the Zoom Phone Web App or the desktop App on my computer."
Negative Financial Impact from Billing Issues
High1 explicit mention • 100% negative sentiment
Potential for chargebacks, increased customer service load to resolve disputes, and reputational damage that deters new subscriptions.
Reviews:
"Excessive cost - They charged me $200 a month as well as the $19.00 subscription fee. I could not get it resolved."
Top Pain Points
Inability to Access/Log In/Update App
Critical5+ explicit mentions • 100% negative sentiment
Users are completely prevented from using the app, leading to immediate uninstallation, missed meetings, and extremely negative reviews. This is a fundamental flaw that negates all other features.
Reviews (7):
"Won't update - Trying to log in to watch a webinar, says I need to update, but app will not update"
"Soooo dumb - LOOK HERE I WAS SIGNING IN BUT YOU GUYS WONT LET ME WHEN MY SISTER HAS BUT NOT ME SO ALLOW ME RIGHT NOW!😡🤬"
"dumbest thing ever - I signed up for a free workshop and got locked out of my account because the link didn’t work. You’d think I was trying to hack Fort Knox"
"Do not download this app❌🚫‼️⚠️❌‼️⚠️ - I’m trying to sign up, but this app won’t let me sign up"
"Sin acceso - Buenas noches ! He usado zoom para reuniones virtuales por medio de mi iPhone 8, es el caso que actualmente NO puede acceder a la aplicación. Por qué ? Gracias por su respuesta !"
"Error 1132 - Doesn’t work"
"Does not work on new iPad - This app will not let me log in or join a meeting. My iPad is new and fully updated. I'm getting over 500 mps on my wifi and Zoom works well on other devices. This app keeps saying to check the internet connection. Very frustrating!"
Zoom Phone Audio Output Failure
Critical1 explicit mention • 100% negative sentiment
Renders a paid 'Workplace' feature unusable, frustrating professional users who rely on it for communication. Undermines the value proposition of integrated communication.
Reviews (1):
"Can’t hear anything when making Zoom phone calls to landlines or mobiles - I cannot hear anything when making Zoom phone calls to landlines or mobiles while the call receiver on the other end can hear me. ... PLEASE FIX THIS!!"
Poor Browser/Hyperlink Integration (Safari)
High1 explicit mention • 100% negative sentiment
Creates significant friction and inefficiency for users trying to join meetings from web links, a very common entry point. Leads to frustration and perceived lack of polish.
Reviews (1):
"Need to integrate the Zoom app to link better with Safari - Safari is not integrating well with the zoo hyper link. When I try to open hyper link it does not open in safari. I have to copy and paste the hyper link to safari so that it can open."
Degraded User Interface/Feature Accessibility
High2 explicit mentions • 100% negative sentiment
Frustrates experienced users by making familiar tasks more cumbersome. Leads to a perception of the app becoming less intuitive and efficient, undermining user loyalty.
Reviews (2):
"Making things harder, thanks. - Why did you bury the "start personal meeting room" feature? It used to be one tap. Now it’s frustrating and buried."
"Chat - I usually love the updates. The new chat features that make it so you have to click the button up top that pulls down and shows you options to start a chat, main chat and then private chats has to be the worst update ever."
Recurring Meetings Not Displayed on Calendar
Medium1 explicit mention • 100% negative sentiment
Disrupts workflow for professional users who rely on in-app calendar management, forcing them to use external tools and diminishing the 'Workplace' integration.
Reviews (1):
"Recurring Meetings - Why in the world do you recurring meetings not show up on your daily calendar with the time?? Makes absolutely no sense and makes it unusable."
Difficulty Finding Support on iPad
Low1 explicit mention • 100% negative sentiment
Increases user frustration when encountering issues, as they cannot easily find help. Can lead to higher abandonment rates for unresolved problems.
Reviews (1):
"Zoom - Why do they make is so hard to find their support team on a iPad. But I lol,e zoom but not easy on a iPad"
Glitching/Instability during Long Use
Medium1 explicit mention • 100% negative sentiment
Disrupts meeting flow and can lead to missed information or the need to restart the app, impacting productivity.
Reviews (1):
"Glitching out! - When you are on it too long it begins to glitching out"
Excessive Cost/Billing Issues
High1 explicit mention • 100% negative sentiment
Directly leads to financial distress and strong negative sentiment, potentially causing users to cancel subscriptions and spread negative word-of-mouth. Suggests a lack of clarity in billing or resolution processes.
Reviews (1):
"Excessive cost - They charged me $200 a month as well as the $19.00 subscription fee. I could not get it resolved."
Growth Opportunities
Enhance Core Feature Reliability
High ImpactImplicitly high, as foundational issues are causing user exodus. Focus on fixing existing problems rather than new features.
Retention of existing paid users, improved satisfaction leading to word-of-mouth growth.
Interest: 100% (for affected users)
User Feedback (5):
"Can’t hear anything when making Zoom phone calls to landlines or mobiles"
"Won't update"
"Does not work on new iPad"
"Need to integrate the Zoom app to link better with Safari"
"Recurring Meetings"
Improve User Experience (UX) and Feature Accessibility
Medium ImpactImplicitly high, users want a return to previous ease of use or more intuitive designs.
Increased daily active users, reduced frustration, positive app store reviews.
Interest: High
User Feedback (3):
"Making things harder, thanks."
"Chat"
"Zoom - Why do they make is so hard to find their support team on a iPad."
Streamline Onboarding and Account Management
High ImpactImplicitly high, basic account creation/access is failing.
Reduced user acquisition friction, higher conversion rates for new sign-ups.
Interest: 100% (for new/returning users)
User Feedback (4):
"Soooo dumb"
"dumbest thing ever"
"Do not download this app❌🚫‼️⚠️❌‼️⚠️"
"Sin acceso"
Address Billing Clarity and Support
High ImpactImplicitly critical, users need clear billing and effective dispute resolution.
Preventing chargebacks, retaining subscribers, maintaining brand trust.
Interest: 100% (for affected users)
User Feedback (1):
"Excessive cost - They charged me $200 a month as well as the $19.00 subscription fee. I could not get it resolved."
Recommended Actions
Strategic roadmap to address key issues and capitalize on opportunities
Immediate
Critical fixes needed now
Critical bug fix: Investigate and resolve Zoom Phone audio output issues on iOS immediately.
Critical bug fix: Address all reported issues preventing app updates, logins, and new sign-ups. Ensure a smooth and reliable first-time user experience and access for existing users.
Critical bug fix: Fix Safari hyperlink integration to allow direct opening of Zoom meetings from web links.
Rollback/Re-evaluate: Assess recent UI changes that have buried core features (e.g., 'start personal meeting room', chat access) and consider reverting or redesigning for improved accessibility, prioritizing user muscle memory.
Short-term
Quick wins & improvements
Enhance Calendar Integration: Ensure recurring meetings display correctly with times within the in-app calendar.
Improve Support Accessibility: Make customer support contact options more prominent and easier to find within the iPad and other mobile app interfaces.
Performance Monitoring: Investigate and address reported instances of glitching/instability during extended use.
Billing Clarity & Support: Review billing processes for transparency and ensure customer support is equipped to resolve billing disputes quickly and satisfactorily.
Long-term
Strategic initiatives
User Feedback Loop: Establish a more robust system for collecting, analyzing, and acting on user feedback, particularly concerning UI/UX changes, to prevent future regressions.
Cross-Platform Consistency: Ensure a consistent and intuitive user experience across all devices (iPhone, iPad, desktop) to avoid device-specific frustrations.
Proactive QA: Implement more rigorous quality assurance testing, especially for critical features and major updates, to catch accessibility and functionality issues before release.
Competitive Feature Analysis: Continuously monitor competitor offerings and address areas where Zoom is falling behind in core functionality or user experience.