VoIP for support?
"Does anyone use VoIP for sales/support? And if so, how is the quality?
Who is your service provider? Do you use it internationally? What
problems have you encountered? Is it tied into your CRM?"
—Rich from Richmond
We have used Powwownow for international conference calls and
international support calls and online meetings. Here’s a link: http://www.powwownow.com/.
Each participant get a number to call in their own country, then
everyone enters a pin. At that level it’s free. There is another
enterprise level, but we’ve never needed to use it.
—Pam Erler email@example.com
Director, Technical Services
New Boundary Technologies
We are trying to use VoIP for WebEx conferencing. We would like to be able
to offer intro / demos / mini-training sessions to our clients on WebEx,
and record them for review by guests who could not attend.
The technology, by the way, is getting in the way. We started by trying
analog headsets—quality is lousy. Switched to USB-ported digital
(LogiTech) headsets—but no audio could be heard or recorded. After much
surfing in the WebEx support system and speaking to two support
representatives, we found out WebEx only supports digital audio input from
the serial port on the sound card. So, now we are wandering around for a
USB-->serial adapter of some kind.
I am only using WebEx because we currently use them for 1-on-1 client
support. Audio for these contacts is just over landline. If anyone has a
better suggestion for a VoIP / teleconferencing solution, I would be glad
to hear it.
—Laurin A. Marden firstname.lastname@example.org
[Other comments and suggestions about this topic? Send an email to
Jane Farber at email@example.com,
and we'll post your feedback.]