Zoom has signed an agreement for the acquisition of Bonsai, an all-in-one client engagement and business management platform designed for solopreneurs and small businesses.
The deal underscores Zoom’s commitment to providing customer service features to businesses of all shapes and sizes, from enterprises to small-scale organizations.
In a nutshell, Bonsai’s solutions are built to support service professionals like designers, consultants, and architects by equipping them with an easy-to-use, unified workspace.
In doing so, it provides an accessible and affordable way for small businesses and soloprenuers to deliver a superior level of customer experience and improve customer loyalty.
In a blog discussing the acquisition, Vi Chau, General Manager of Online Business at Zoom, wrote that Bonsai “stands out in a market underserved by complex, enterprise-focused tools.
“Running a small business today means juggling client work, communication, and finances across multiple tools.
“At Zoom, we see an opportunity to simplify this effort by empowering solopreneurs to focus on growth, not administrative work.”
In practice, this means integrating Bonsai’s tools with Zoom Workplace, including products such as Meetings, Webinars, Team Chat, Zoom AI Companion, and Docs.
For example, integrating Bonsai with Zoom AI Companion could automate repetitive administrative work – from scheduling follow-ups to generating proposals – while maintaining a consistent tone of voice with clients.
Bonsai CEO Redon Gjika highlighted this potential in a post on LinkedIn, noting that Bonsai’s future will be “augmented by Zoom’s AI-first Workplace products.”
The move mirrors how other major vendors, including Microsoft and Salesforce, are weaving AI into both collaboration and customer engagement layers.
For small firms, this could mean delivering the kind of friction-free, personalized experiences once reserved for enterprise-grade platforms, without the complexity or cost that often comes with them.
Zoom’s CX Ambition
The acquisition reflects a growing industry trend: the convergence of collaboration, productivity, and customer experience tools.
By incorporating Bonsai’s client-management features, Zoom moves closer to offering a unified environment that helps small businesses handle both internal communication and external client interactions.
Indeed, Chau wrote that “Zoom and Bonsai will support small business owners and solopreneurs from the first client contact to final payment.”
That first-to-final phrasing speaks to an expanded customer experience scope.
Zoom is aiming to support relationship management, service delivery, and payment – effectively covering the full client lifecycle.
A Milestone for Bonsai
Founded in 2015, Bonsai has carved out a loyal following among independent professionals and service-based microbusinesses.
In discussing the agreement, Gjika described the deal as the culmination of a decade-long mission:
“This moment marks a major milestone in a journey that began 10 years ago with a clear mission: empowering solopreneurs and small businesses to run and grow their businesses with confidence.”
He added: “Joining Zoom allows us to expand what’s possible for our users, combining Bonsai’s deep focus on client and business management with Zoom’s resources, technology and AI leadership.”
Gjika confirmed that Bonsai will “continue to operate as a standalone platform under its own brand,” with its capabilities gradually integrated into Zoom’s AI-first ecosystem.
The CX View
For CX professionals, the significance of this deal lies less in the transaction itself and more in what it represents: the steady blurring of boundaries between collaboration and customer experience technology.
Zoom’s acquisition of Bonsai highlights how the next generation of CX enablement will be native to the tools businesses already use every day.
As the transaction is expected to close by the end of 2025, it will be interesting to see how Zoom can translate Bonsai’s small-business focus into measurable CX value.
If successful, the move could allow Zoom to dominate the small business and solopreneur market.
More News From Zoom
Last month, Zoom confirmed that Oracle will adopt its contact center solution to support global customer service operations.
The 15,000-seat CCaaS agreement marks Zoom’s largest contact center deployment to date, bringing Zoom CX to Oracle’s worldwide service teams.
First hinted at in February as a record-breaking deal with an unnamed Fortune 100 company, the partnership has now been officially identified as Oracle.
The announcement also extends the collaboration between the two firms, with Zoom CX now available on Oracle Cloud Infrastructure (OCI).
Elsewhere, back in August, Zoom revealed the enhancement of Zoom Phone by integrating its Virtual Agent, enabling businesses to route callers directly to the right department without manual transfers.
This new “24/7 AI receptionist” can interact with customers, understand their intent, process inputs, and intelligently direct them to the appropriate team, reducing the need for agent intervention and streamlining the customer journey.
