Calling Zoom's customer support takes you to a recorded menu with three options: purchase Zoom products, tech support, or billing. I wanted to ask about their products and pricing, so I selected the first option. It took me through a couple more menus asking about the size of my organization, whether I'm a current paid user, and how many users I needed as meeting hosts. A recorded message told me that the best way to get a single license is to purchase online, and then I was put on hold.

It seems like a small detail, but annoying hold music is hard to listen to for 12 minutes. It was just a few seconds of a song repeated, with only one break from a recording that said to wait for the next available representative. Fortunately, when the rep answered, she was friendly and professional. She asked for my name and the email address on my Zoom account. I told her I didn't have one yet and was researching my options. She enthusiastically agreed to help me out.

The rep asked me for some basic information: what features my organization needed, if we had more or less than one hundred members, if any non-English speakers would join our calls, and if we wanted to record meetings. She recommended a plan and explained it. She gave me a monthly price and a yearly price per user. I clarified this later — did every member of our organization need to pay for it? It's actually the price per license, and only hosts need licenses. Additional licenses let hosts hold separate meetings simultaneously. Other members simply join their meetings.

I hoped that the rep would recommend products once I described our needs. However, she only briefly mentioned one that I specifically asked about. She did take the time to explain how much cloud storage we'd have for recordings, though, and I was able to ask about upgrading that. Maybe our options were limited as a small group. I wasn't sure from our call.

The rep was eager to sign me up, but I told her I needed to run it past the rest of my group. I asked if I should call back or if we should purchase it from the website. She said the best way was to have her do it then and there. I reiterated that I needed input from other people. She offered to email me instead and said I could reply to it whenever we were ready, and she'll set us up. I gave her my email address and got her email right after our call.

Zoom seems to offer robust technical support over the phone, as well. It requires that you enter a meeting ID, though, and I didn't see any way around that. From their website, it looks like some plans include tech support over the phone and online. If you can't find the information you need by calling, the Zoom website is the next best place to check.