Category Archives: Customer service

G2 Crowd: ReadyTalk ‘Leader’ in Colorado Tech Scene

One of ReadyTalk’s core values is constant improvement. This applies to the back end development of our products, the user experience, and even the way our employees bring their ‘A’ game to work. Earlier this month, we were thrilled to learn that G2 Crowd awarded ReadyTalk as a leader in the Colorado technology industry. Customer reviews have secured ReadyTalk’s spot on the map — and in a world where recommendations drive purchasing decisions, the results of this report were the ultimate high five.

“ReadyTalk has been identified as one of the best software and services companies in Colorado, based on its high levels of customer satisfaction and likeliness to recommend ratings,” said G2 Crowd Community Manager Levi Olmstead.

 

According to G2 Crowd data, ReadyTalk has received a 4.3 out of 5 stars based on its 145 verified real-user reviews in the web conferencing software category. Users point to ReadyTalk’s audio calls (92%) and video conferencing (84%) as its two top-rated features. It was also named a High Performer in the Winter 2018 Web Conferencing Grid Report from G2 Crowd.

Read ReadyTalk reviews on G2 Crowd

“The state of Colorado tech report recognized ReadyTalk and 24 other Colorado-based SaaS and service companies as the leaders of the state’s tech scene. Overall the report covered over 60 companies in the state,” added Olmstead.

“We’re excited to learn that so many of our customers have given ReadyTalk a great review. Our success as a tech company depends on the user experience and our interactions with all our customers. We will always do our best to meet and exceed their expectations.”

– Kevin Barnes, Director of Customer Care at ReadyTalk

Read the entire report to see the trends and how ReadyTalk is contributing to the overall state of the B2B Colorado tech scene.

 

 

CloudTalk: Partnerships NOT Vendorships

Sean Flynn’s autumn beard is growing as fast as his wife’s disdain for it. He’s jumped on the Movember men’s health initiative and, frankly, doesn’t give a whisker. The three-year-long ReadyTalker begins and ends each day with a focus on customer connections — before, during, and after every sale. As an Account Director, Sean loves to give his clients the tools they need to succeed on every call and presentation.

Q: What’s the most rewarding part of your job?

Making a customer laugh on the other end of the line. Seriously, it’s about establishing trust and a relationship with prospects and long-timers. Beyond just getting them to buy ReadyTalk — I like being one of the company faces that represents who we are. It’s rewarding when our customers have the feeling that they can call me for anything and never hesitating. I would way rather build partnerships than vendorships. There’s so much more to it than the sale.   

Q: Do you get to work with any local Colorado companies?

Yes! That’s one of the cool parts about having a recognizable brand in the Denver community. Over the years we’ve put a lot of effort into public outreach and volunteering. That has definitely given us a strong footprint in Colorado. That said, as an account director I get to meet face to face with some of our local customers to talk webinars and web conferencing. This is especially helpful when we’re onboarding new customers. Sometimes I’ll meet up for drinks with the companies we work with just to get a pulse on their level of understanding. It’s always great to find out the creative ways that people are using our products and how we might be able to improve their results.  

Q: Can you think of a time you ‘saved the day’ for a customer?

Once in awhile we’ll have to arrange a fast turnaround on a high stakes event. I consider 24 hours to be fairly quick. A few weeks ago I had a call with a customer that needed an operator-assisted, all-hands webinar for their entire company. This call came in at 3:00 p.m., and the event had to take place at 9:00 a.m. the next morning. They basically said, “we need x, y, and z tomorrow, can you make this happen?” Well, (haha) I don’t think we had another choice. That afternoon I worked directly with our customer care and events department to get the ball rolling quickly — sent out invitations, coordinated the event moderation, and built all registration pages. In spite of the tight deadline, the webinar went off flawlessly. Like I said, we didn’t really have any other choice but to deliver on their request. However, it was so gratifying getting their praise and thanks after the fact — they realized we moved a mountain in a pretty short amount of time. That was a great day at work. HUGE kudos to customer care on their efforts. Teamwork is everything.

Q: When you’re not at work, what’s your jam?

Spend a lot of time with my wife and kids. We go camping as a family. I bike a lot. Love to go skiing in the winter.

CloudTalk: Tech Culture and Product Evolution

 

Heard from down the hall and around the corner is the undisputed best laugh at ReadyTalk. Samantha Morgan is our Senior Product Manager with four years contributing to the ReadyTalk roadmap. Sam’s zest for tech and cultural charisma is what helps make ReadyTalk great. Ask anyone and they’ll tell you — Sam is the personification of our ReadyTalk brand. Read about her day-to-day balancing act of backend geekery and front-end friendliness.

 

Q: What motivates you the most?

A: I love that each day there are new and different challenges that we need to resolve. Most of these solutions directly benefit our customers. I can tell you about the hardest project that I worked on and how it ended up having the biggest benefit. Upgrading our participant interface from Flash to an HTML5 client was no easy task. So think about it this way — it was a change that impacted our customers’ customers, partners, and teammates. In our industry there’s constant demand for change and improvement because technology is always evolving. HTML5 added new layers of backend security protection and front-end quality for users.         

Q: What made the HTML5 change so difficult for you and our engineering team?

A: In short, it’s new technology. It’s an introduction of new services that supports our critical lines of business. We work with buyers that use ReadyTalk for a variety of reasons — work collaboration, huge webinar presentations, different audio types, etc. When there’s a large volume of people hosting and joining events on a new client it’s critical that we minimize disruption of their services. This means mitigating browser limitations for all customers and their most important people.

 

Q: Why are you so invested in ReadyTalk’s culture?

A: Because I believe that we work in a place where people are empowered to make decisions and influence the progression of our company. It comes down to loving where you work. I appreciate that we are highly accountable for our own actions. We care about our mission, purpose, and each other. And most of all we care about how our work serves our customers. “Our most important people” is an expression I like using as it relates to business and service. So when we find new people to come and work for ReadyTalk we try very hard to match those goals and expectations.    

 

Q: Describe ReadyTalk in one word?

A: Dynamic

CloudTalk: Navigating Customer Success

No two accounts are exactly alike — that’s why our customer success team thrives on supporting a variety of cases. Margaret Thomas is ReadyTalk’s Senior Customer Success Manager, and she has a knack for accommodating every buyer type on the cloud. Check out her thoughts on quality service and delivering creative solutions across all of our product lines.  

 

Q: How many years have you worked at ReadyTalk?

A: I’ve been here for seven years but originally started as a strategic account manager. But this isn’t my first rodeo in the web conferencing industry — I also worked for a larger corporation for 10 years prior to ReadyTalk.

 

Q: What do you like most about your job?

A: Every day is different. Every budget is different. Every person is different. I enjoy hearing about a customer’s needs, and then brainstorming with my team to develop the best ways to accomplish their goals. In other words, I offer consultation, training, and onboarding for our accounts so that they’re ready to host a meeting or event. There’s a bit of flexibility in my role because each company has a unique use for our platform. It happens a lot that a customer will say, “Hey Margaret, I want to do x,y,z,” and it’s up to me to figure out the best plan for them.

 

Q: What types of customer interactions motivate you?

A: Whenever I legitimately help a customer and make an impact on their experience. Sometimes a ‘thank you’ email from an account is one of the best feelings. An honest, genuine, appreciation of our work together really goes a long way. Obviously, that’s what I’m here for — but the acknowledgement means that we made a positive difference in their day. It means I didn’t let them down or leave them hanging, and that’s what they want. More importantly, for their sake, they were able to execute effectively based on our guidance.

 

Q: OK, where do you really love to spend your time?

A: The summer is consumed by baseball. Otherwise, I’m with my fam up in the mountains! My husband and our two sons love to get out of dodge on the weekends. We all love the outdoors and it’s why we’re here in Colorado! In the winter, they’re skiing while I read or hit the spa. No complaints! Haha.

Want to take your cloud services to the next level? Give our customer success team a call today!

CloudTalk: Hotel Boiler Room and Customer Comedy

Meet Chelsea Langen, a ReadyTalk Account Executive with stories even Wes Anderson couldn’t write. For over a year Chelsea has created relationships with a variety of customers — some with traditional conferencing needs and some that were a real bugger. When she’s not camping or playing with her Golden Doodle, you’ll find her problem solving and coming up with the best ways to help her customers. Here’s Chelsea’s first-hand recap of her most memorable experiences on the sales team.

 

Q: What’s the most creative use for a web meeting that you’ve encountered?

A: Not long ago we had a bug exterminator that wanted to use our video sharing platform with his clients. For real. Basically, he wanted to be able to diagnose bug problems in a customer’s house over video. To each their own, go for it.

 

Q: Why do you love working at ReadyTalk?

A: I really think my coworkers are an awesome group of individuals. It’s a talented team of friendly and outgoing people. In a given week, you often spend just as much time at work as you do at home so it’s great to be around fun people.

 

Q: What was your best day at ReadyTalk?

A: I’ll tell you about the best (read: most random) deal I ever closed. On New Year’s Eve last winter I was driving back to Colorado from Michigan and stayed for a night in a cheap hotel room. Middle of nowhere in Nebraska and snowing. I had a deadline and needed to close the account before the end of the year. So, in spite of my surroundings — dark room, shag carpeting — I was able to find my customer the webinar package that they wanted. ON NEW YEAR’S EVE. Apparently I like cutting it close. Haha.   

 

Q: What are the most common products that you sell to any given customer?

A: Across the board. I’ve worked with new and existing accounts on all of our lines of business. I guess the majority would be webinars and our collaborative services. I’m also super excited to be working with clients on our unified communications product.

 

Q: What do you like most about your job?

A: Being able to create unique solutions for customers, especially those who have struggled with competitor products in the past. I really do love that. If they’ve used someone else’s webinar or web conferencing platform but had a bad experience, I truly enjoy providing excellent customer support. Thankfully, our customers are easy to work with!

Here’s what one of our customers has to say about working with the ReadyTalk team!