Even though Zoom was a success before the pandemic, its success grew because it is so convenient. You don't have to pay to use it. And even with the limitations, you can still hold as many meetings as you want for free. So long as Zoom is free and easy to use, people have no reason to look elsewhere for video conferencing apps. On the backend, Zoom does convert free users to paid plans, which increases the company's revenue. Also, large business clients do demand more services, which are costly.