Centralized client data has improved subscription tracking and streamlined issue resolution
What is our primary use case?
Airtable is a cloud-based platform that we use for all users' data. I work for Vimeo, which is a video hosting platform, and we collect data from our users who use Vimeo for video hosting and live streaming. We collect their data and based on that, we reach out to the customers or we reach out to the owners of the companies that are our clients.
We get all the details about their subscription, what available features they have, and basically all details like how much they are investing in our company. Starting from that, till the issues we have, this data includes all that information in Airtable. For example, we have certain clients, certain projects, their sites, applications, the developer part, the production side, the creative side, and the vendors, along with how many reports we have received from the particular users and their subscriptions, who their account manager is, and the renewal manager. All these basic details are in Airtable. As a product, I would give Airtable an eight. It is very good, but we do not rate it a ten because, being a tool, there are always pros and cons. For that reason, I prefer to rate it an eight.
What is most valuable?
Airtable's best feature is that it is very easy to use and very convenient. If I get a certain profile or the account number, I can easily find out all the details of the particular client's profile. For example, if I receive an issue from a user stating they are facing a particular issue from a specific company, we can always take out their profile URL, search in the table, and get the details, such as who the account manager is, what subscription they are under, what features they have taken, and whether this particular feature is allowed in their subscription or not. Basically, we have overall details.
The issues, for example, if a particular client has reported some bugs which we have not fixed, so that report is also in Airtable. What we do is, as it is for SSO users, if I change anything, it will directly update. We have connected our Slack channel to Airtable; any updates or changes made to Airtable will always reflect in the Slack channel, showing that this particular agent has made changes in Airtable. What are the new updates, what are the previous updates, and overall details of new things we have added or issues we have worked on and removed are reflected in Slack. It is best that everyone will know that in Airtable, all these changes are reflected and updated.
What needs improvement?
As of now, I have not noticed anything that I really want to change, but I think we can make it more user-friendly. Sometimes when we go through the whole projects or the sites, it gets stuck or it loads slowly. Whenever I log in to my Airtable account, it is normal that I will be getting an option to load the site. I think we can make changes there. Apart from that, I do not have anything to suggest for this product because we already have a lot of things inside, starting from the customer details to customer state, reason, and the assigned manager. Overall, it is really a good product.
When I refer to being stuck, I mean that when I open the page, I do not get the customer experience database directly. I do not get directly to the dashboard. First, I will get an option, such as a square pop-up, where it will ask me to load a view, or there is another option. I must go to the next page, and then wait for the complete page to load. I cannot directly open the link; once I log into Airtable, it does not take me directly to the page. It takes some time to load and it asks some questions each time I log in, determining whether I want to go this way or that way.
For how long have I used the solution?
Overall, if I calculate my experience with Airtable, it is more than four years, and I work particularly for the video team and editor team, which is more product-focused.
What do I think about the stability of the solution?
I have never reached out to support because in case I need some data from my clients within those tables, I have always received a positive response from Airtable support. I have never encountered a situation where I faced issues that required reaching out to Airtable support.
What do I think about the scalability of the solution?
We have multiple departments, and based on my knowledge of how many clients we have on that particular table, I could say it is more than seventeen thousand clients in the whole database. We have those seventeen thousand plus clients' data in that particular table. The whole team handles a specific part.
How are customer service and support?
When it comes to technical support, we have recently introduced new chat options for our agents, especially for enterprise users who are paying high fees. We do not want those users to wait; we have complete email processes and phone calls. We also have chats just for enterprise. If a user is going live for streaming and faces issues, they can reach out to us directly for help. We are prepared to go inside their account and impersonate the user's account to identify the root cause of their issues.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I do not remember exactly using a different product before Airtable, but I could say that I have worked for four companies. I joined Vimeo and got to know about Airtable. Previously, I worked for Dailyhunt, which was a news application that was also really superb. I also worked for Accenture, which is a complete service-based company. I have a good overall experience with different tools, but regarding specific product experiences, I do not have particular things to say; however, I have learned a lot at Vimeo, starting from IKB to Salesforce and many more.
What about the implementation team?
I could not take the whole thing on myself; it is teamwork where I have a particular reason to say that I need to fill all these factors starting from the executive sponsor to the initial onboarding—those are my areas. I have not faced anything such as difficulties. Also, there is a best feature I could highlight: there are a few things which are not needed for the present or ongoing projects that we can hide. There is an option to hide those, and in case I need something, I can go to the hidden folder and retrieve those things. It is good; I do not have to complicate everything.
What was our ROI?
For example, if it is rated one to ten, ten would be the highest, then I would recommend it an eight. I think two percent of issues are unavoidable because, though it is a tool, every tool or whatever is there has bugs and disadvantages—pros and cons. Overall, it is a good thing, and really helpful for the corporate world, product teams, support teams, and the overall operation team. It really helps, starting from onboarding to user details. We also have this option where, if the user or clients suggest adding particular features under some subscriptions—because we have clients ranging from starter to enterprise—we take those feedbacks very seriously and work on them for product improvement.
What's my experience with pricing, setup cost, and licensing?
I am not sure about the pricing because I believe budget discussions are handled by a different marketing team. We have a separate team that manages all those matters; we just handle the clients' data.
Which other solutions did I evaluate?
Basically, in our Vimeo company, we use Airtable. We also use Splunk, where we pinpoint the core issues. For example, since it is a video hosting service, users upload videos and embed them on websites. Users often come back to us saying they are facing 404 errors or 503 errors—gateway errors. We dig into those issues and obtain the video ID from the profile, checking the user's video metadata to identify the cause of the issues. Splunk is a tool we find very useful for figuring out errors and understanding what specific errors users face.
What other advice do I have?
I do not have anything that comes into my mind regarding advice or recommendations for other organizations considering Airtable at this moment. I would really recommend Airtable because if I work in a large organization with a high number of clients, and if I want my work to be easier, Airtable is definitely not time-consuming. The moment I want something, I can get it. That is how I would recommend Airtable; it would be really helpful for other organizations.
I rated this product an eight out of ten.
Develop custom applications and systems with Airtable's digital features.
What do you like best about the product?
Airtable is a high quality program for creating and customizing work systems and applications, improving the management of your virtual processes and operations.
I can also say that Airtable facilitates the automation of virtual processes, reducing the workload in all your technical operations and improving your professional results.
What do you dislike about the product?
My experience using Airtable's digital features and resources has been favorable and positive, I have no negative comments about its technical performance.
What problems is the product solving and how is that benefiting you?
As a user of Airtable's digital features and tools, I have been able to create applications and work systems that have allowed me to improve the overall quality of my digital operations, reducing my workload and automating various technical processes.
Unleashes Potential with Automation and AI
What do you like best about the product?
I love that Airtable enforces data cleanliness, which then unlocks automations and allows clean data input into AI for processing. I find that their system design allows room for growth beyond standard features, such as automation scripting for not-yet-native integrations and Custom Interfaces for outside-the-box visualizations. The recent release of Custom Interfaces really unlocks the system's potential, letting users visualize their data and focus on what's important. AI is applicable at multiple levels, including agents, automations, and the base level via Omni, making it usable everywhere. The initial setup of Airtable was easy peasy.
What do you dislike about the product?
As clients progress towards a larger system, the base does become slow.
What problems is the product solving and how is that benefiting you?
Airtable enforces data cleanliness and usability, unlocking automations and AI capabilities. It boosts data reliability, adaptability, and provides custom interfaces for visualization, enabling efficient AI processing and empowering employees to manage data-driven analysis confidently.
Intuitive and All-in-One Solution
What do you like best about the product?
It's really intuitive and I love how it has different features too like a directory for suppliers and password sharing template. Basically a one-stop-shop for everything!
What do you dislike about the product?
The only thing I can think of is that on the subscriptions tab it's like an excel form (so slightly fiddly to quickly input passwords - you have to click to pop out and also it formats a bit weirdly / you can't press enter as easily)
What problems is the product solving and how is that benefiting you?
Really a one-stop-shop for everything - to be honest I don't think we've explored even 10% of the capabilities
Airtable: an ideal system for boosting your work processes and creating customized applications.
What do you like best about the product?
Airtable is a centralized system that offers virtual functions and tools that are extremely useful for business to boost their work processes and operations, facilitating the creation and customization of all types of digital work applications.
I can also say that Airtable is the perfect system for modernizing your digital work structure, improving your business's results and commercial objectives.
What do you dislike about the product?
I have nothing bad to say about the technical advantages and benefits that Airtable offers, I think it is an advanced and reliable system.
What problems is the product solving and how is that benefiting you?
The execution of all my digital work activities and processes is much easier with the use of Airtable's work functions and resources, facilitating the customization and creation of work applications to improve the effectiveness of all my organization's work processes.
Effortless App Creation with Airtable
What do you like best about the product?
I built a small but effective app for my college project with Airtable. It's really easy to use, and I was able to build an app exactly how I wanted with the embedded AI feature. The initial setup was quite easy, to be honest. I think it's perfect.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Airtable to build small but effective apps for college projects. It's really easy to use, and I appreciate the embedded AI which helped me create the app exactly how I wanted.
Versatile Tool with Easy Automations
What do you like best about the product?
I like Airtable for its ease of use and convenient low-code solutions. The automations are especially valuable because they're easy to set up, with options for scheduled runs or triggers, which otherwise would be quite a pain to orchestrate. The initial setup of Airtable was also very easy, making it a great tool for tracking every single aspect of online business processes.
What do you dislike about the product?
I don't like the automation limits and sync limits in Airtable. There are weird per-base limitations that can easily be overcome by syncing.
What problems is the product solving and how is that benefiting you?
I use Airtable for data tracking, automations, and interfacing across our business. It's easy to use with convenient low-code solutions. Automations are simple to set up, saving us from complex orchestration.
Effortless Tracking and Easy Automation with Airtable
What do you like best about the product?
I like that Airtable's automations are very easy and it's easy to use. The initial setup was very easy as well, which made getting started a breeze.
What do you dislike about the product?
AI could be much better and bugs sometimes.
What problems is the product solving and how is that benefiting you?
I use Airtable to keep track of our entire business model, inquiries, and bookings. It's easy to use, with seamless automations that simplify my process.
Effortless Candidate Management and Seamless Workflow Automation
What do you like best about the product?
easily it lets us centralize candidate information and job data in one place. The views, filters, and automations make it simple to track stages, share data with the team, and update workflows without needing a developer and implementation was easy.
What do you dislike about the product?
Airtable can’t fully replace an ATS. automated candidate communication, email integration, and reporting not able to be done so we have to go through an ATS
What problems is the product solving and how is that benefiting you?
job data in one place.
Flexible Views That Empower Team Collaboration
What do you like best about the product?
I love that it bridges the gap between the flexibility of spreadsheets and the structure of databases. The ability to create different views (grid, kanban, calendar, gallery) of the same data is particularly powerful for teams who work in different ways.
What do you dislike about the product?
The mobile app is just terrible. It`s super limited compared to the web version - it's more about viewing and light editing than full functionality.
What problems is the product solving and how is that benefiting you?
This tool assists me in planning, collecting data, and managing as well as linking different types of data from all the various programs I have previously overseen.
