Dear Zola: It’s Time to Rethink the “Hello”
If you’re a wedding vendor right now, you’ve likely felt it: the shift. A wave of change is hitting our industry — one marked by lost trust, rising expectations, and a collective plea for authenticity in the platforms we depend on to reach engaged couples.
At the center of this conversation is Zola, a platform that many of us want to root for — because it’s newer, cleaner, and feels like it should be different from the old-guard pay-to-play machines we’ve grown weary of.
But there’s a problem. A big one.
And it starts with a “hello.”
❌ The Automation That Feels Like a Wall
Right now, when a couple inquires through Zola, vendors receive an automated, impersonal “hello” from the platform — not the couple. No names. No context. No details. Just… an automated wall between us and the humans we’re trying to serve.
It’s the antithesis of what this industry stands for.
And while we understand the intent — speed, convenience, maybe even helping introverted couples break the ice — the result is a fragmented, robotic first impression in an industry that trades on personal connection.
In a world where wedding professionals pour heart, soul, and years into the client experience, an anonymous “hello” feels cold. Distant. Transactional. And it makes it harder for couples to trust us — and for us to trust the platform.
🎙️ A Glimmer of Hope from the Top
Recently, Kate Furst, SVP of Operations at Zola, joined The Vendor Table podcast and acknowledged that Zola hears us. She shared that the automated hello feature was meant to streamline the experience and help vendors reply faster — but she also recognized the unintended consequence: disconnection.
The Episode: An Open Conversation with Zola
What Kate didn’t shy away from was that this moment represents a massive opportunity.
An opportunity to:
Win back trust from a jaded vendor community
Take real market share from legacy platforms like The Knot and WeddingWire
Become the gold standard for how modern couples and vendors build relationships online
But that will only happen if Zola listens — and pivots.
🛑 Gatekeeping Hurts Everyone
Let’s call this what it is: gatekeeping communication. And it’s not working.
Couples want personal recommendations. Vendors want real conversations. Zola has the power to enable that connection — not delay it with robotic walls.
When we can’t message couples back by name, or when the first touchpoint feels like a chatbot, it sets the tone for a colder experience — one that doesn’t reflect the intimacy of the service we provide.
Zola’s whole brand is built on being couple-first. But in moments like this, they have a chance to be vendor-first, too — because our success is deeply tied to theirs.
💡 A Better Way Forward
Imagine if Zola simply restored what they already had in “Find Couples”: the ability for couples to send a message, and for vendors to respond with intention. No barriers. No bots. Just people helping people.
Zola can lead the way. But only if they double down on:
Human connection
Transparency
Empowering vendors to represent themselves authentically
That’s how you win a new generation of couples who value realness over automation.
🤝 This Isn’t a Complaint. It’s a Call.
We aren’t just asking for better UX.
We’re asking for a better foundation of trust.
Because we believe in Zola.
Because we see how different it could be.
Because this platform could rise above the rest and become the true home for modern weddings.
The question is: Will Zola listen?
Kate — we know your heart’s in the right place.
We’re rooting for you. Let’s build the future of weddings… together.
Want to co-sign this movement or share your story?
💬 Drop a comment or DM us. This is our moment to be heard.
#ZolaVendors #WeddingIndustryTruth #TheVendorTable #VendorFirst #ModernWeddings #ZolaFeedback #BringBackHuman