In a previous post, I documented the problem I’ve run into using free conference bridge line services. As a virtual event host, you’re losing sales because some of your prospects and customers can’t call into them.
I now rely heavily on paid conference bridge line services to deliver my virtual event content. However, just because you’re paying for the service every month doesn’t mean you won’t run into problems. And when you do, you need someone to hold your hand along the way.
That’s why you must choose a paid conference bridge line service that has customer support. And if email is the only way to contact them, then you’re up a brown creek without a paddle.
Because when you have 200 people calling into a bridge line service and you, as the virtual event host, are having trouble connecting, you need to be able to get the support team on the phone fast to help you resolve the problem.
The 4th Day Hex
I recently had a problem with a paid conference bridge line service that I was using for my 2010 Social Media Telesummit. I don’t know what sort of hex I have on me, but on the 4th day of the virtual event, the bridge line I was using stopped working. My account was deactivated and I couldn’t figure out why.
Now, I say that this is a hex because at the 2009 Social Media Telesummit, the paid bridge line service I was using switched the 10 digit phone number on the 4th day of my virtual event with absolutely no warning. It’s just so bizarre that I’m using another service, yet on the 4th day, I have problems.
The #1 Thing that Matters
In any case, the problem I had in 2009 took 3 days to resolve. Why? Because the only way I could connect with the support team was through a web based contact form.
Fast forward to 2010 and the problem took an hour to solve. Why? Because I could call the support team, alert them to the problem and get them to resolve it while my assistant and I communicated with our attendees to use the back up bridge number.
So, before you plunk down any money for a bridge line service, ensure that they have a support team that is available through a variety of different methods – phone, online chat, email or online ticket system. Any paid conference bridge line service worth their salt will provide these various methods of support to its clientele.
The features don’t really matter since most paid conference bridge line services offer the same thing. However, the #1 thing that you should focus on is their customer support. This should be the deciding factor before you plunk down any cash to use a paid conference bridge line service.
And just in case you were wondering, I use Instant Teleseminar. I chose them not only for the features, but because they provide ample ways to contact them. That was the deciding factor.
Thanks for the information. I'm currently looking for free line services as need to be able to meet and record in situations not earning money. Later will switch to larger/paid, but not there yet. Just wondering. Do you profit in any way from mention of Instant Teleseminar & giving them your “SEAL” of approval? Again, thanks for an informative website experience. ~Sharon
I give Instant Teleseminar my seal (not in quotes) of approval because
I've used their service for 2 years.
And yes that's my affiliate link that I refer people through.
Why do you ask?
Thanks,
Leesa Barnes, Virtual Event Expert
http://virtualeventmanager.com
Produce Profitable & Pain-free Virtual Events
Sent from my iPod
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You've come a long way since I first met you 3 years ago!
This internet adventure is a slow learning process for me!
I am not quite ready for a virtual event yet. Things are gradually coming together, so perhaps one day!
Aline, it was so good to meet you this past December when you were in Toronto. I trust that your trip back to France was uneventful. I'm excited for you and can't wait to see where the Internet takes you next for your business.
I'm in the process of researching hosts so your post is quite timely! I also appreciate the other comments and feedback. I'll be keeping an eye on the commentary here–thank you!
Thanks, Leesa!
I'm sending energetic support to clear your 4th day hex!
Re: Maestro Conference – it's a really good system, but the one big feature that does not work well is the recording.
1) Recording starts at the beginning of the call – you have no control of the recording start point. So I have to edit out the minutes of silence, people beeping in, etc…
2) Playback of the recording is not hosted on their site, like it is on so many sites, even free ones. So I have to take many extra steps to get the recording to my participants.
Other than that, It works really well.
Any suggestions for other services that do offer better recording/playback, but are as good as Maestro in other features and customer service?
Thanks!!
Elma, some great points you made about some of the drawbacks of using Maestro. I think the 2 items you raised can be easily addressed by the Maestro team, so I suggest you submit it to them so they're aware of what's not working for you.
I also like Instant Teleseminar and their service over the years has gotten way better, including their customer service. Yet, the only way to get in contact with their support team is via an online form. Not fun if you've got a big problem on your hands.
If you want to try Instant Teleseminar, you can go through my link at http://leesarecommends.com/it. Doing so lets you avoid the squeeze page that asks for your email address and you get 21-days at $1.
Great post Leesa. I can recommend another – BeaconLive – they have many options and their customer service is right there when you need them. They can also provide moderators.
Leesa – thanks for this!
I was just about to query my peeps and ask – what service do you recommend…and why? and up pops your answer. I am getting things ready to do my first virtual event so this is really timely.
I wonder about the number 4 with you…has it been a gremlin other times? ( maybe some of the numerologist buffs in the crowd may know) 🙂
Sounds like if it is a gremlin – it is shrinking – of course having the right players in the mix really helps, too!
Dawn Menard
http://www.jumpbreakthrough.com