This page provides an overview of customer onboarding and implementation for Webcast Elite.
Account Activation
Once your contract has been activated, your self-service ON24 Webcast Elite account will be created automatically, and an email will be sent providing access to the Webcast Elite platform, login information, and resources for training sessions, including the ON24 Knowledge Center.
Onboarding Specialist
The ON24 Onboarding Specialist is dedicated to guiding you through your onboarding journey. This process is anticipated to span approximately 60 days. During this period, the Onboarding Specialist will facilitate your kickoff call, aiming to comprehensively review and record your goals and expectations for the ON24 platform. Their commitment extends to ensuring you have access to training resources and are optimally set up for success.
Training
Understanding how to use the Webcast Elite platform and other ON24 products is the first step in delivering engaging digital experiences, and ON24 provides multiple training options for clients to learn best practices.
ON24 offers a Training Portal with self-paced courses so those with logins can learn how to use the platform and deliver webinars. Start with the Welcome to ON24 onboarding course to help you learn the basics of Webcast Elite and ON24. You’ll also find courses and videos on other ON24 products that you can take when you're ready!
If you would like additional assistance, purchase a Premium Training service package to empower your team to deliver effective, engaging webinars. This package includes online self-paced training, and a private follow-up session with a trainer (up to 2 hours) to answer questions.
Platform Support
Support for Webcast Elite can be accessed via the Support link within the ON24 Webcast Elite platform. For additional information on platform support, please consult the resources below.
Find more information on Support here.
Chat
Chat is a great resource when you need a quick answer for your general 'how-to' questions.
- Available from Sunday at 1 pm to Friday at 6 pm US PT (except local holidays)
- If troubleshooting or technical support is needed, these issues can be handled more quickly by submitting a case to our support team.
Technical Support
Submitting a ticket is your go-to method for technical support.
- Available from Sunday at 1 pm to Friday at 6 pm US PT (except local holidays)
- You'll receive a response within four business hours
ON24 Live Customer Support
If you have a live event emergency and need to get in touch with us right now, you can call. Live Event Emergency support is Available 24/7/365. General Support is available for the Americas line 6am - 6pm PT, Monday through Friday.
Note: Phone support is only for licensed ON24 users. Please DO NOT distribute this number to your audience members.
- Americas +1 (205).289.5166
- EMEA +44 (0)20.3868.6250
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Australia +61 (0)2.6411.9217
Our support line has three options:
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Option 1 - Platform Support Emergency Line
- We're available 24/7 to help!
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This emergency line is for urgent issues with the ON24 platform that are currently impacting or could soon impact a live event.
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Option 2 - General Support
- Americas and United Kingdom only - available 6am - 6pm PT, Monday through Friday.
- This option is for general questions and is not able to address complex investigation or detailed training. For more complex or highly specific requests a support ticket is advised.
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Option 3 - Leave a message to submit a request
- For issues that are not a live event emergency, this option allows you to leave a voicemail, which automatically submits a ticket on your behalf.
- When leaving a voicemail, please be sure to include your name, contact number, and Event ID. Our support staff will return your call as quickly as possible.
- Option 4 - Repeat the options
Services
Whether you need extra support on the day of a live webinar, help to prepare presenters, or assistance managing other aspects of an upcoming event, the ON24 Customer Success Services team partners with clients to support them. Service requests can be made in Webcast Elite from the Overview page of a webcast or via email. Keep in mind, the sooner a service request is submitted, the better — it can be difficult to accommodate last-minute requests.
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