Best Webinar Software in Terms of Customer Support

The whole process can be pretty stressful for those big events where you’re wearing multiple hats just to run the show. In 2017, CareerCast ranked event planning as the fifth most stressful job in the world, just behind police officers. And no matter how much effort you put into each event, it just never seems fully guaranteed that it will all go according to plan.

While no one ever hopes for something to go wrong at an event, it’s essential to be fully prepared, even if you are just hosting a short webinar. One of the best ways to do so is to use software that allows you to get the best support whenever you need it. If you plan to use webinar software to host larger virtual events, you must be assured that you can instantly call (or text) someone when you need help.

Let’s dive into what you need to look out for when choosing a webinar software that offers excellent support.

What Makes the Best Webinar Software in Terms of Support

In our analysis, we conducted an in-depth study of the support infrastructure of each provider. We evaluated the support from multiple perspectives and combined all scores in one score that forms the total support ranking. Below are the attributes that we use in scoring webinar software in terms of support:

24/7 Availability

Depending on the size of your events, 24/7 availability becomes more or less critical. The world of work is evolving towards one that runs around the clock. We recommend looking out for this feature if your business scales globally and or your webinar software provider is operating in a different time zone than yours.

Phone

Despite technology making several advances to develop more communication media, phone calls will never be outdated. Chatbots and emails are great, but phone support offers a form of real-time interaction that is difficult to substitute. Phone support is also excellent for those problems that would otherwise be lengthy text. Look out for phone support if you prefer instant feedback and personalized responses.

Email

Emails are still one of the most popular means of business communication. And it’s pretty obvious why – emails are convenient, allowing people to communicate asynchronously and with detail. With email/tickets, it won’t matter how complex your issue is. You can always lay it out in writing and add a few screenshots if you need to.

Chat

Chats have become one of the most popular support options for software solutions. ServiceBell estimates that live chat is the second most effective support option, with about 85% of issues solved, only 6% less than phone calls.

Another popular form of chat support is a chatbot, which is an AI or algorithm-driven tool that allows you to describe your problems. Chatbots solve common problems and can help you to resolve routine issues quickly. It’s important to know check that there are ways to access a human agent when needed to solve more individual issues as well.

Customer Reviews

Customer reviews are a reliable composite that considers multiple factors regarding the support of each software provider. It factors in how people feel about the support. In our analysis, we gave users a range to score the provider they are using without any further information to keep things as objective as possible.

Response time

There’s no use for great support if you are not receiving a response in time. Because we know how important it is to get support in time, this factor features prominently in our support scoring criteria. The definition of an excellent response time will vary from one person to another, so we set a general average benchmark to measure it.

Response time will also vary with each support option. Email support takes the most time, while phone and chat support, on the other hand, is almost instant.

Response Quality

The quality of support you receive is another critical component of an accurate support score. We evaluate the response quality by using the ratio of sufficient answers to answers submitted. The better a provider answers, the better the quality of their response is. In our assessment, we asked each webinar software provider a set of questions and calculated their response quality after.

10 Best Webinar Software in Terms of Customer Support

How to Choose a Webinar Software with Great Support

To get a webinar software tool that provides excellent support, finding a solution that balances quality and speed is crucial. Neither should be sacrificed for the other – they’re both essential. The best webinar software for you in this category is one that provides a combo that best meets your support needs and other priorities, such as features and pricing.

We’ve explored the primary criteria to assess when choosing a webinar software solution for your support needs. Now is your time to pick wisely. Keep the bigger picture in mind regarding features and functionalities you need for your business.

You can use our Finder Tool to receive a tailored recommendation for webinar software tools that match your needs in terms of multiple criteria. With our Comparison Tool, you can place multiple solutions head-to-head so that making that final choice between providers is easier.