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

New from ReadyTalk - Quick Share My Desktop

New from ReadyTalk - Quick Share My Desktop Hot off the press - we've just released an enhancement to our Quick Launcher product (available on Windows today and Mac next week). The...

Internet-wide Security Risk: How ReadyTalk is Addressing “Heartbleed”

It’s been all over the news: a major vulnerability in the encryption technology used across much of the Internet was recently discovered. The vulnerability causing these issues is...

Webinars: The Gateway Drug to a Video Marketing Strategy - Q&A Session Review

We recently hosted a webinar with the video marketing gurus over at Vidyard to dive into the idea of launching a video marketing strategy with the materials most of us already have...

Nobody is Watching Your Webinar and How to Fix It

Content is everywhere and in every form – videos, tweets, blogs, forums, whitepapers. I recently read an article that said by 2020 the amount of information on the Web is expected...

New from ReadyTalk - Modern meeting controls and VoIP enhancements

You may have noticed more frequent changes from ReadyTalk lately. In an effort to keep our controls fresh and functional for all of our different users we are continuously...

Comparing the Value of Webinar Leads vs. Email List Leads

Over time, marketers have innovated and refined many online avenues for lead generation, but the legacy email list continues to remain a top favorite. Viable alternatives, such as...

Feature Friday: How to Upload Your Video Clip

  Why Use this feature? I think it is safe to say that everyone hates when they see the word “download”. And the last thing someone wants when hosting a web conference is to lose...

The 8 Most Common Audio Conferencing Issues

Audio conferencing affects every area of business. From customer service to investor relations, poor audio quality is associated with a lack of professional competence. In order to...

Feature Friday: Promoting to Co-Presenter vs. Granting Control...What's the Difference?

Visit the ReadyTalk blog every Friday to learn more about a ReadyTalk feature.   We get a lot of questions on the difference between granting control and promoting someone...