Good Morning,
Now that our live support room is open just about 24 hours a day 7 days a week, we have decided that while we move to San Antonio Texas, we will be turning off phone support. (Not getting rid of the phones all together)
You can see our current LIVE support schedule by visiting http://hotconference.com/support_room.php
YIKES why? Well let me answer as many questions as I can.
Q. Why?
A. By providing 24 hour support Via Hotconference.com VoIP room we can provide better support than the phone. The phone is a pure audio medium, the VoIP room is audio, video, text chat, recordable, interactive and much more. On the phone we can not give out passwords, usernames and other info. In the support room we can do it via private text chat.
Other reasons include, it costs less to you. When you call us by phone, it costs you money. In a VoIP support room it costs you nothing. Because of no long distance charges, we can easily support anyone in the world.
Under that same umbrella, we are an international company with people all over the world. Thus our tech support agents live all over the world too. ALL of them can easily provide the best support in the industry via our Live VoIP support room.
Also, we found that it was doubling up our support 🙁 individuals were calling in and using the VoIP room at the same time.
Q. What happens if someone can not get into our support room? If they are on a MAC or something?
A. Existing clients and prospects can still use the phone. The message on the phone will direct them to an appropriate website where we will communicate with them directly.
Q. What happens to other modes of support like the emergency pager or the helpdesk?
A. Nothing, we are still using them, I admit, people LOVE our response times with the pager.
Q. Where is this NEW live support room?
A. Just log into your members area of Kiosk.ws or Hotconference.com and click on the support button, you will see the new download there.
Really, if you think about it, if we are providing top notch support via new VoIP technology, there is absolutely no need to use a phone. Yes there are those that like to use old outdated technology, our team recognizes that. That is why we are keeping our phones for prospects and pre sales.
Remember, the better and easier the support, the better your sales will be!
–Joel Therien
President
GVOcom.com
In theory, this is a great idea. However, people that require support to get into a hotconference voip room are automatically excluded from obtaining the support that they need, because if they cannot get into their own room, they are not going to get into the support room.
In reality, it is very short-sighted when you think about it. You will not be able to help the very people that need you the most – the ones that cannot get into the support room.
Hi Joel,
Your enthusiasm and plans are exciting.
But new people trying to download a conference, who cannot download it and need help – getting help in a conference room is impossible for them.
That’s the problem I kept running into when I used your system to teach my life classes.
It’s endlessly frustrating to them, and an excessive waste of their time. AND they can’t call anyone because they’re not paid members.
And they don’t want to be paid members unless they feel they can get support – and endless loop.
That’s why I am not using HotConference for my live classes anymore. The lack of phone support for my students was too expensive for me.
We are still using HotConference rooms as live study halls for the students to meet and study together.
At least consider offering some sort of support that people can get by sending an e-mail to your support center, for those times when their problem is getting into a conference room in the first place.
The system has potential. But you’re devoting so much time and energy to the marketing/MLM side of the equation, you forget about those of us using it simply as a functional conference room – who need support for users, not sellers.
Thanks for ‘listening’.
Enjoy your move.
It’s exciting!
Best wishes
Eva
Your TaxMama
Hi Barry
Q. What happens if someone can not get into our support room? If they are on a MAC or something?
A. Existing clients and prospects can still use the phone. The message on the phone will direct them to an appropriate website where we will communicate with them directly.
Joel
I agree with the others – if you get rid of telephone support, you will be losing existing and potential customers. I tried that route before and I found it extremely frustrating to have to “write a ticket” and wait 24 hours for a response when all I wanted to do was to verify an item. The telephone call saved me hours and hours of frustration. If you are going to have the staff to man the support room via HotConference, then a telephone in the same room is no big deal.
Hello,
I can understand your decision but I am not very happy about the move (turning phone support of). Did you realice that some people call sometimes from an cellphone when on a trip? Did you realice if the people can not login because of problems with accound they will no longer be able to get help?
For me and I think many others, too, it is very conwenint to pickup the phone when there is a problem and talk to somebody?
In my opinion this is not the right way. I suggest to keep 1 or 2 people for answering calls by phone.
Also please note that your hotconverence is not accessible foor blind people and that this people then only will be able to use the support system. If accound is down it would be impossible to get support, too.
I do not want to sound negativ. Thats just how I see it. Just keep 1 person for phone support and everything will be fine. I hope that helps you.
Best regards, Patrick Schuppe, Germany
Hey ! I love Kiosk and HC ! I can’t say that enough lol ok? But I myself had an issue I needed to call in about this morning – a presales issue – and I tried to follow all the directions and ended up in an endless loop – so finally I just hit 0 again as the system said I should do and It said ” YOUR NOW BEING DISCONNECTED??” YIKES!!! So I called back and tried to go to the presalescalls.com website and I couldn’t get there either !!! I know with the growth and the move things are tough right now and honestly I will help out any way I can …. even volunteering in the support room if you need me too – but please give us a way to reach someone in an emergency without having to use a ticket! I was out of the office and tried to call via cell and had to go back to the office to submit a ticket!
Thanks!
Just a sidenote !! I was able to go to the presalescall site the 2nd time I tried and did send a message there but for people out on the road like I am a lot – what do we do if we need to call via cell?
Thanks !
Lisa
This is a very good move. I tested your new system and you covered all bases. I can leave my phone number at any time if a phone call is really required.
1. I can get live support at any time for free in the support room
2. Anyone can contact support with the help desk and even your new live help website
3. Potential clients can contact the company very easily with your pre sales website
4. Anyone who has or wants an account with kiosk or hotconference needs an Internet connection. So the phone is totaly useless since you have better online options.
As with any change, there will always be people who don’t like it just because it is a change. Not all changes are bad, some people are just plain scared of any change. Good or bad. 😉
You guys rock!
I am a POTENTIAL customer and I am frustrated! I saw on the front page of your sales page “24/7/365 support” along with a phone number. I got a recording telling me to use a webform, which I did. Several days later, no reply. So I called again, got the recording but this time used the press 0 for an operator. When I pressed 0 I was told I was being disconnected. So I called AGAIN so I could get the website address to use for help, which was different from wwkiosk. It’s been several more days and STILL NO REPLY!! If it was any other company, I would simply not say anything, I would just take my business elsewhere. This is totally different from the reputation you have and is the only reason I am writing this and hoping I finally get a reply. I know you are moving to Texas, but I don’t believe your support dept. is yet. If I was already a customer, perhaps I could use your other technology to contact customer support, but since I am not yet a customer, it is useless to me. I look forward to hearing from you soon and hopefully becoming a customer!
Lance