At ReadyTalk, we take customer experience very seriously. We are extremely fortunate to have very loyal users who participate in user testing, send us feedback and try out pre-release versions of our software. In fact, much of the customer accolades we receive are about the simplicity of entering, conducting and/or participating in a meeting. So, when I recently read a competitor’s blog post about how more often than not users who tweet “bad WebEx” are probably referring to the quality of the presenter rather than the service, I had to cringe.
Our marketing group monitors tweets relating to conferencing and providers every day. We see a lot of users of competitive platforms tweeting about their inability to get into a meeting, getting kicked out during a meeting or challenges in simply figuring out what buttons to press. We take every tweet about our service very seriously. We send gifts to customers who tweet positively about their experience and quickly contact customers who don’t so we can improve.
By doing this we know, for a fact, that one of the top reasons our customers love our platform is that it is easy to use.
Our product team is extremely disciplined in their approach to ensuring a great customer experience:
- Customer interviews and observations – Our product marketing team spends hours interviewing customers and listening to what problems they are trying to solve. They also make it a point to observe users in their environment while they are trying to conduct an online meeting or a large web event. The team shares these observations in product planning meetings to ensure good usability of our products during development.
- Tracking specific feature requests – Every customer-facing employee at ReadyTalk logs feature requests into Salesforce.com after talking to customers. We monitor these feature requests regularly to determine feature prioritization and perform more in-depth interviews with customers requesting the features.
- User testing – During the development process, we recruit customers to review the user interface we’ve designed and take them through usability testing. After we receive their feedback, we’ll often go back and iterate on the interface and design.
- Beta testing – Prior to launch we recruit customers for alpha, beta and preview testing. These are pre-roll out phases, which allow us to work out any bugs, collect real-time user feedback, continue to iterate on development and test specific use cases.
- Three types of free training – ReadyTalk also offers live training sessions, pre-recorded sessions and a self-service resource center so users can learn at their own pace. They are able to learn the basics; dive into enhanced meetings and events to customize and set up our advanced features; or learn best practices on planning a meeting or event, creating a podcast and using polling and chat to engage their audience during a meeting. So even if don’t have the greatest presentation skills out there, we can help you with that too.
Our service allows you to focus on the content and delivery of your message, and not the technology behind it. Remember if you can’t use our product it’s our fault, not yours – no matter the level of your expertise.
So how are we doing?