Webinar Report Continued

The next portion was a live presentation of their agent/user interface. The White Pajama's representative walked us through a customer support call and we were able to view each screen from the agent's prospective. Once the call came through, we were able to view the customer's information, which included the name of the person, type of business, type of product, and a past history of other problems. During any point in the call, the agent can escalate the call to a supervisor or other skilled agent. For web-based customer support, you can design this to match your own website. This section has a FAQ and account login. White Pajama's hosting will automatically generate account information if the customer logs into account information. Web-hosting supports co-browsing sessions to get additional information from skilled agents or supervisors. The Reporting Module provides historical and real-time graphs, tabulations, and agent workload reports. The Administration Module is where scheduling is done, as well as, the set-up of the communications channels. This module routes calls according to the agent's skill levels. It indicates what messages are played when. It also provides service level agreements (SLA).

There was a five-minute question and answer period at the end of the seminar. Only three participants asked questions. The three questions were:

1) Can White Pajama's handle multi-chats? Only 1 interaction at a time.

2) Is there a voice over IP option? Not for the customer.

3) Does White Pajama provide software or servers? White Pajama is a hosted solution.

There are limitless uses for webinars. We want to mention just a few possibilities. The first is that it provides a medium to promote your product. Second, it could facilitate the training of employees. It was impressive to be able to walk multiple people through a call from a customer and actually see the screens that the agent would see. You could train on how to handle different types of call within 15 minutes as well as training them on how the screens will look. A third use for the webinar could be in the recruitment process. You could send recruits to a webinar to give them an idea of what they would actually do in their jobs. This could eliminate turnover, because the applicant could decide before going through actual training whether the job would work for them. Fourth, it could replace real seminars and face-to-face meetings. Attendees could meet at a webinar, listen, ask questions, and make suggestions all without leaving their offices and without having to sit in uncomfortable folding chairs.

Overall, we were impressed by the webinars. However, there were two drawbacks? First, if you have only one line for internet access and phone service, you had to use your cell phone to get the audio conference. Second, it only provided basic information.