TeleSemana webinars have been contributing to educate operators in Latin America for the past nine years. One key feature of our platform is the fact that we do not use third party services, such as Webbex or GoToWebinar. There is nothing wrong with those, quite the contrary, they were simply not suitable for TeleSemana’s audience which demanded, among other things, having access to our webinars using their existing and previously created own username and password avoiding having to fill their personal information every time they wanted to join a webinar.
Our platform is quite simple and is firewall proof, if the user is able to register to our site, or he or she is able to read our news, they will be able to see the webinar without a problem. And this is key for a webinar platform. That being said, we had not upgraded our platform since 2005 and after realizing our clients needs, we decided to upgrade it to be able to provide with follow up emails. Now when a user register to one of our webinars, it will get the usual email telling him or her they have registered successfully. It will also send an email 30 minutes prior to the webinar to remind them about its registration. After that the user would stop receiving emails from us.
And here is where the improvement comes. Our system now detects who has participated live and who has not so 2 hours after the live webinars, the first group get a “thank you email for participating” and those that did not attend get a reminder that the webinar is visible on-demand.
We have also improved our technical problems response. We have improved that component gathering more information from the user when they have a technical issue and also having automatic responses with the most common solutions to each of the problems the user faces. Although in 2013 only less than 3% of our live attended had a technical issue, which most of them were solved during the live session itself, we hope to reduce that number this year. Finally, our webinars can now be visible via tablets and mobile phones as we have upgraded our site to be responsive to the devices screen size and resolution.