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Customer SupportOverall, customer support, help and documentation are all of very high quality at WebTrain. Customer support can be reached in a number of ways and is always very responsive to requests. WebTrain staffs both a North American as well as a European online office providing an ample spectrum of hours in which one can easily contact a real human being. Customer support staff is very courteous, patient and helpful in trying to provide as much assistance and information as required by any existing or new potential customer. I have dealt with both the North American support office as well as with the European one and was truly impressed with the promptness and attention that I was reserved with from the very first instance of my entry into the support room. Customer support staff is always available without forcing you to attend predetermined demonstration sessions. Happily for us customers their service is not overburdened by calls and you can receive quite a lot of attention and hand-holding as it is rare to find among other online Web conferencing companies. The fact that you can both hear and "see" your customer support person makes the experience more intimate and effective than having only to text- or voice-exchange.
The North American office tried to impress me with a true novel and very personalized approach to follow-up. Shane Finlay customized a standard marketing presentation by including several screenshot from my Web site, which I found certainly an innovative and intelligent idea. On the other hand the PowerPoint presentation he sent me showed all of WebTrain still unrefined and old-fashioned marketing approach. The presentation was not professionally designed and the content read like any another Web conferencing promotion too focussed on selling and making cash than on listening, understanding, communicating and improving the product to no end.
The Guide is a very basic reference for beginners and does not offer in depth explanations. The Guide is well organized and it includes many color illustrations with graphic mark-ups and overlays. Its major drawbacks are: 1) Incompleteness. Not all topics are covered (e.g.: Firewall/proxy seetings are not covered) 2) Skympiness in certain sections where little practical help and explanation is provided to solve a problem (e.g.: audio buffering) and only a description of the function is given together with a quality color screenshot. 3) Relatively slow response speed as the Help Guide it is all Web-based. A version that could be automatically downloaded and upgraded in the background could be a great step forward in facilitating user access in situations where responsiveness is usually a high priority. Nonetheless the above the Help is more than usable and certainly above average relatively to the SOHO market. (It probably rates quite low when compared to major enterprise competitors' documentation, but that is another story.)
WebTrain overall documentation is all accessible from the home page of the official site at http://www.webtrain.com. In general Webtrain has developed lots of communication material for marketing purposes but does not have enough detailed documentation of its system features and appropriate use.
Posted on September 19, 2003 at 10:04 AM Updated on November 17, 2003 at 03:05 PM
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PowerPoint Presentation Facilities Annotation Features - WhiteBoard Interface Customization - Branding
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