Visme is a visual communication platform founded in 2013 that helps individuals and teams create engaging presentations, documents, infographics, videos, and other visual content without needing advanced design skills. Today, Visme is used by more than 34 million users across 130+ countries, including marketers, educators, startups, and global enterprises.
Our mission is to empower anyone to communicate ideas visually and effectively. As a remote-first and globally distributed team, we focus on innovation, ownership, and building tools that make professional content creation accessible to everyone.
Thousands of Visme users access the platform daily to create visual, graphic-design quality content. Visme’s user base consists primarily of non-designers; therefore, our support team sits as a key gatekeeper in helping non-designers create amazing visual content. Our users generally need assistance in the following areas:
- Technical questions relating to their ‘design goals’ or ‘creative goals’ & what steps will guide them to this goal (most of these questions can be answered through Visme’s Support Center of articles and video tutorials – sometimes users need help locating these articles and benefit from added discussion).
- Account management needs – including adding more users to their plan, in which case, the Support team captures these users as leads for our Sales team to engage with them as a sales opportunity.
- Account/Billing inquiries – Rudimentary understanding of billing cycles, identifying language to understand what the user needs + where/when to escalate effectively to meet those needs, & understanding identifying account information for investigative purposes.
- General inquiries about the platform and it’s capabilities, as well as partnership opportunities or other communications that support will triage to other decision makers and stakeholders at Visme for needed review.
- Identifying user experiences – understanding how to classify the experience (such as: local issues, platform bugs, user knowledge gap and opportunity for further learning, etc) in order to act on the corresponding assistance or escalation.
