What Is Net Neutrality and How It Can Affect Your Business

As a conferencing service provider, we have experienced several customers that have larger conference calls with as many as five hundred to one thousand parties on the call. Even though we have warned them about this issue of too many parties trying to talk at the same time on large calls, they insist upon having an open call. Much to their chagrin after a few minutes of mass confusion and inaudible babble, they ring our operator to help them place their call into listen only. The lesson here is learn to use the mute function and tell your conferees that you are placing them into listen only and you will let them know when they are able to speak again.

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3. Choosing a Service With No Live Support

In today's environment of on-line Internet services, customer service has fallen to a new low. High tech Internet companies are trying to make their services "Do it Yourself" (DIY) and limit their expenses on providing customer service personnel. This philosophy can add greatly to their bottom line profitability, but it stinks for the customers when they don't have a live person to assist them with a problem or issue with the service.

There are many Internet audio and web conferencing services that are web page driven and have no live customer service. All you get is a Q&A section on the website and if your question or issue is not in there, then you are stuck. Their service is basically useless if you can't figure out how to use it.

Consequently, you should select a conferencing service that has full customer support with an 800 number and a customer service department. This service will assist you real time when you have an issue, not call you back the next day. In fact, a good customer service department has operators that can even operate the controls on a web conference for you, allowing the customer to focus on the content of the presentation and not have to worry about pushing the right buttons.

4. Choosing a Service with 30 Day Expiring Pass Codes

This is a new one. I was called out on a customer contact at a law firm and the Managing Director said that he was very upset with his conferencing company. I asked why and he said that one of his attorneys was hosting an occasional call that was quite large, fifty parties. He didn't hold these calls very often, about every six to eight weeks. When it came time for everyone to dial into the 800 number, no one could get into the call. The call never happened. The moderator of the call was totally upset because he had wasted all of the conferees time and he looked bad in the process.