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The Challenge

Basecamp's fully remote Customer Success team faced a growing volume of customer questions while staying efficient. They already combined Basecamp for team coordination and Help Scout for customer conversations — Zight (annotated screenshots, screen recordings, GIFs) became the next layer of that communication stack.

"Best. App. Ever. You've made supporting customers and training newer members of the team remotely so easy and simple. Thank you!"

Janice Burch — Customer Support, Basecamp

The Zight Solution

Before Zight, a teammate's question meant oversimplified notes or overwhelming ones, often with back-and-forth calls to clear up confusion. Now the support team pairs written notes with short, rewatchable videos — especially useful for onboarding new hires who need to absorb a lot at once.

"When a process involves multiple steps or concepts new to the other party, it's usually better understood and less intimidating when illustrated with a video or GIF. Zight allows us to add those elements to what we share in a fuss-free way."

Janice Burch — Customer Support, Basecamp

The Results

Visual communication increased clarity and cut wasted time both internally and with customers, and sped up onboarding so newly trained teammates could help handle the growing volume of requests sooner.