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

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.

Updated ReadyTalk Web Meeting Plugin

Today's post is from Jess Nolan. Jess is a technical product manager at ReadyTalk. 

Over the last two decades, many companies have utilized the Netscape Plugin API (NPAPI) to develop plugins for browsers. ReadyTalk initially chose to utilize this technology for our web meeting plugin.  The NPAPI technology allowed us to quickly respond to our customer’s concerns with the Java browser plugin and remove this dependency making it faster and easier to get into a meeting as a chairperson or co-presenter.

This month, Mozilla will be releasing Firefox 26 which will require users to 'click to play' to activate any NPAPI browser plugins. In January 2014, Google Chrome will begin blocking NPAPI plugins as well with plans to completely drop support before the end of 2014. This blog post does an excellent job describing why these browsers will be moving away from this technology.

As we want to provide the best user experience possible, our engineering team has re-implemented our web meeting plugin using a different technology. Our team chose a technology that is common in the industry and is used by many other companies to launch their applications. For more information on the benefits of the web meeting plugin, how to download it, and some instructions on the new workflow for Chrome and Firefox users please see the blog post. 

The impacts of this technology change are minimal to our Chrome and Firefox users and anyone who has already installed our plugin will be automatically updated to the new version. There is a slight workflow change depicted in the screenshots below that Chrome and Firefox users will now see. 

The Chrome and Firefox browsers now require you to launch the application through the dialog box below. We highly recommend you click the 'remember my choice' check box so you never have to deal with this dialog again.  To launch your ReadyTalk meeting simply click the 'Launch Application' button in Chrome or the 'OK' button in Firefox and the rest is taken care of for you. 

chrome dialog     FF dialog

The benefits of using our plugin vs. launching your meetings via the Java browser plugin remain and we continue to receive great customer feedback on how our plugin has saved users significant time and hassle when starting meetings. 

As always if you have any questions let us know in the comments below. 

Feature Friday: Changing your Passcode

Visit the ReadyTalk blog every Friday to learn more about a ReadyTalk feature.  

Why use this feature?

Change is good, and every once in a while necessary.  

To that end, we recommend changing your Chairperson Passcode once in a while for security purposes.  This private code should be treated like an ATM pin number and only should be used by the conference chairperson.

How to use this feature:

  • Dial your ReadyTalk toll-free number and enter your chairperson access code and passcode. 
  • Select 2 for "Account Options." 
  • Select 1 for "Change Chairperson Passcode." 
  • Enter the new passcode, (must be at least 4 digits in length). 
  • Press #
  • Press * to return to the main menu.

Keep in mind:

Your new passcode cannot be intuitive, or easy to guess. To improve the security of your passcode, the system will not allow:

  • Sequential series of numbers for an entire passcode (examples: 12345, 4321, 23456)
  • Repeating digits for an entire passcode (examples: 1111 or 555555)
  • Digits matching the 7-digit access code (examples: If the access code is 2824390, the passcode cannot be 4390, 24390 or 824390, or 2824390)

Have any questions? Contact ReadyTalk Customer Care at any time.

Feature Friday: Turn off entry tones

Visit the ReadyTalk blog every Friday to learn more about a ReadyTalk feature.  

Why use this feature?

When you have an important meeting, you probably need as few interruptions as possible. A quick and easy method to do so is to turn off entry announcements. That way, when a participant joins or exits your call, you will not receive any notifications therefore helping minimize any unnecessary interruptions.

How to use this feature:
In the audio controls on a web meeting:

 

  • Start your web and audio meeting

Options button

  • On the top tool bar, select the Options button
  • Click the audio tab

conference options

  • Under the Entry Announcement Section select the Silent radio button option. Click Ok.
  • You will hear a prompt that says“ When participants join and leave your conference, you will hear silence” therefore you know this is enabled
  • To reverse the silent entry, go back into the Audio tab and change the setting as you see fit.

On the phone:

  • Start your audio conference
  • Hit *3 on your audio line
  • This will default to the announcer telling you the setting of the entry announcement
  • If you would like to change the entry announcement from the default setting, just follow the prompts.

Comments? Questions? Leave us a note below!

You might also be interested in checking out:

Feature Friday: Call Continuation

Feature Friday: Social Sharing on Registration Pages

Feature Friday: Desktop Sharing

Java-Free Meetings that Start Faster

UPDATE: ReadyTalk has recently re-released the web meeting plugin using a new technology due to some changes the Chrome and Firefox browsers have made. For more information on what happened please see the blog post. The user experience has also slightly changed – check out the post below for some screenshots and explanation of the updated workflow. 

Today we launched the ReadyTalk web meeting plugin, designed for starting meetings as a chairperson or being promoted to a co-presenter. The plugin removes the dependency on Java's browser plugin, so you will no longer be prompted to update or install Java.

Plus, meetings start 10 seconds faster when using the web meeting plugin (vs. using Java). With all that extra time on hand why not try some of these everyday life hacks!

The Details

The plugin is compatible with the major browsers (Chrome, Firefox, Internet Explorer and Safari) and Windows and Mac. The one-time download doesn't require administrator rights and 

mac

wintakes just 15 seconds to install.  There’s no need to wait until meeting time, you can install it ahead of time from our website.

Co-presenters will be prompted to install the plugin when then are promoted to co-presenter. To ensure that meetings continue smoothly (and without delay), we recommend co-presenters also install the plugin ahead of time when possible.

A few things to note:

download ReadyTalk browser plugin

 

 

Updated Workflow

Due to the updates the Chrome and Firefox browsers recently made there is a slightly new workflow to launch ReadyTalk from these browsers using the web meeting plugin. See below for screenshots and instructions. 

The Chrome and Firefox browsers now require you to launch the application through the dialog box below. We highly recommend you click the 'remember my choice' check box so you never have to deal with this dialog again.  To launch your ReadyTalk meeting simply click the 'Launch Application' button in Chrome or the 'OK' button in Firefox and the rest is taken care of for you. 

chrome dialog     FF dialog

Other Ways to Start ReadyTalk Meetings

We spend a lot of time figuring out ways to improve the meeting experience. Technology should be the easiest part. Our customers have shared that they want to start meetings from the platforms they are already using, so, in addition to the web meeting plugin, we’ve made it easy to schedule and start meetings from:

We’d love your feedback on the plugin and any anecdotes on how it may have improved your meeting experience.