Back when Raindance was its own company, I wrote up some kudos for the tech support department there. Now it has been acquired by InterCall (part of West Corporation) and I wondered about how it would affect the support I had enjoyed in the past. I'm happy to report that accolades are still in order.
On Saturday they pulled the system offline for some upgrades to the software. Today (Sunday) I got online bright and early to add a few user names to an event for a client. Something wasn't working right. It wouldn't accept the passwords for the new users. I called tech support at 10am Eastern, which is 7am where they are. The phone was answered after a single ring by Mike, who was finishing up his all-night shift. No automated recordings, no "press a number for help." I described the problem I was having and Mike tried it out on his side to verify that it wasn't my fault. He started to write up a problem ticket and I asked him if he could escalate it since the client event was the next day and we had to get these accounts entered and invitations sent out. He said that he would send it over to the engineering team right away. 45 minutes later, I got a call back from Mike asking me to try it again. They had fixed the problem.
That's some kind of service for a Sunday morning. I wish all the web conferencing vendors were so responsive. Nice work InterCall / Raindance team / tech support / engineering. And thank you, Mike!
Technorati Tags: InterCall, Raindance, tech support, web conference, web conferencing, webcasting, webinar, West Corporation
