ReadyTalk

Meet with Confidence

What to Look for in a Web Conferencing Platform: Customer Service (Part 2)

Posted by Michelle Nikolayevsky on
Share this Post:

There are several factors to consider when choosing an audio and web conferencing provider. This series of posts explores three items that are important for a potential buyer:   User Experience , customer experience and cost. 

We've explored the importance of user experience and cost when selecting an audio and web conferencing provider. But what role should customer service play in your decision? Everyone appreciates excellent customer service, however, it is sometimes easier to think of a negative experience rather than a positive one. 

Web conferencing is no different. With a variety of different uses, from a three employee collaboration session to a large, business critical webinar, customer support available is incredibly important. Ask yourself the following questions when vetting a potential solution:
 

Customer Support

  • Are they available 24/7?
  • Do I get to speak with an actual human? If yes, how long does it take?
  • How quick will they respond to my issue?

After becoming a customer:

  • Is there an online resource center where I can look up any questions I have?
  • Do I have a dedicated account manager?
    • Is this someone that I feel comfortable calling?
    • Will this person go above and beyond to help me out?
    • Can they provide helpful suggestions on getting the most from my subscription?
  • Are there trainings that I can attend to learn more about the product?
  • Are the trainings free?


If you will be hosting large web events, consider asking:

  • What if something goes wrong?
  • How quickly can I reach someone?
  • Who will fix it?
  • Can they troubleshoot?
  • Will they be able to support my co-presenters? Will they be able to support my participants?

 

This may seem time like a ton of additional research, but you want to find a vendor who will be able to answer the above questions with ease. If they have the experience to go above and beyond for the customer, you can rest assured. You'll be grateful you considered everything if you were to encounter a question or issue. Before making any decisions, look onto a company's website  or ask colleagues for recommendations within the industry. You'll be happy you did.

When considering customer service, what are other things you find important? Please share them below.


Comments for What to Look for in a Web Conferencing Platform: Customer Service (Part 2)

blog comments powered by Disqus

Recent Posts

Giving to the Greater Community

One thing that I appreciate about ReadyTalk is our sincere wish to make a positive difference in our community.  This certainly applies to relationships with other businesses and...

A Customers Perspective: Using ReadyTalk for Tech Training

A Customers Perspective: Using ReadyTalk for Tech Training Today's post is provided by Kelsey Harms, a computer specialist with the Illinois Education Association. IEA is a...

Growth Through Marketing and Innovation: How Peter Drucker Shaped ReadyTalk

Growth Through Marketing and Innovation: How Peter Drucker Shaped ReadyTalk Those who know me well know that I read a lot of business books. Besides Jim Collins, the books and...

New from ReadyTalk: Pause Desktop/Application Sharing

Keep Presentations Professional with Pause Have you ever wanted to pause screen sharing in a meeting to do things on your system without showing potentially confidential...

New Functionality for ReadyTalk for Salesforce Users

The ReadyTalk team continues to add new features to our Salesforce application to create additional efficiencies for our customers when using the two applications in their...

ReadyTalk in the Community: Mountain Range High School MESA / FTC Robotics Team

In 2013, ReadyTalk’s Charitable Contributions Committee started a great relationships with the Mountain Range High School MESA / FTC Robotics Team. ReadyTalk employee Samantha...

What Your Co-Presenters Need to Know to Ensure a Great Webinar

As an Event Manager at ReadyTalk, I have the privilege of assisting our customers every day in putting out the content that is important to them.  Not to sound corny, but one thing...

Delivering the Right Content At the Right Time

At ReadyTalk, marketers usually come to us seeking help with their webinar programs.  From an educational perspective this seems simple enough - deliver webinar content  and all is...

How One Company Increased Webinar Leads by 15%

How One Company Increased Webinar Leads by 15%  Since moving to ReadyTalk, the average attendance rate for Profiles International’s webinar attendance rate has improved to 59...