3 Video Conferencing Nightmares for an IT Department…(And How to Fix Them) - Gruveo

3 Video Conferencing Nightmares for an IT Department…(And How to Fix Them)

VC Nightmares

You get a new app or system for the company, you go through the installation and user training. It’s ready to be used by everyone.

And you know – you just KNOW with absolute certainty, that this new tech is going to unleash a flood of daily support ticket requests. They will range from the most basic questions about how to turn it on to more complex ones.

That is exactly the case with video conferencing.

Today, video conferencing is a fact of business life. It is a must-have strategic tool that is quickly finding its way into every conference room and office.

Of course that means more support requests. Many more.

But it doesn’t have to be that way.

We have prepared a free “10 Point Video Conferencing User Guide Checklist” that you can download and distribute to all users, no matter what solution you use. It will definitely help minimize the flow of tickets you have to deal with.

Type your email below to get instant access:

[optin_box style=”10″ alignment=”center” disable_name=”Y” email_field=”email” email_default=”Enter your email address” integration_type=”activecampaign” double_optin=”Y” signup_form_id=”17″ thank_you_page=”https://about.gruveo.com/business/gruveo-demo-it/” list=”1″ name_field=”first_name” name_default=”Enter your first name” name_required=”Y” opm_packages=””][optin_box_field name=”headline”]Here’s The Headline For The Box[/optin_box_field][optin_box_field name=”paragraph”]PHA+TG9yZW0gaXBzdW0gZG9sb3Igc2l0IGFtZXQsIGNvbnNlY3RldHVyIGFkaXBpc2NpbmcgZWxpdC4gRG9uZWMgdmVsIG51bmMgbm9uIGxhY3VzIHZlbmVuYXRpcyBjb21tb2RvLjwvcD4K[/optin_box_field][optin_box_field name=”top_color”]undefined[/optin_box_field][optin_box_button type=”0″ button_below=”Y”]Get Instant Access[/optin_box_button] [/optin_box]

The following is a list of some of the most common problems we hear about and what you can do about them in your organization.

  1. “Murphy’s Glitch” – You’ve heard of Murphy’s law? If something CAN go wrong it probably WILL go wrong? Well, Murphy’s Glitch states that if something can glitch during your video conferencing session, it likely will glitch.

The list of potential glitches is long. It includes connectivity issues, setup problems, and audio and visual breakdowns.

Solution: Recommend that users spend 5-10 minutes before their scheduled video conference to fire up the system, check its performance and ensure they know their way around.

Additionally, they should schedule an extra 5 minutes into the beginning of their live session to work out any problems they may experience once the session begins. That way, if glitches do arise and time is spent fixing them, the time won’t feel wasted.

  1. What came first? The Non-intuitive User Interface or the Clueless Users?

Too many video conferencing solutions are counterintuitive and deliver aggravatingly complicated user experiences.

It is not uncommon for many video conferencing users to not even know how to start a video session. And when they do, they often become overwhelmed by all of the (unnecessary secondary) features.

Additionally, the average user is typically uninformed about important “under-the-hood” technology issues, including bandwidth and CPU, which directly impact session quality.

Solution: Train people on the core elements of the system.

But one-time is not enough.

The training needs to be ongoing. Not everyone uses video conferencing all of the time. So if there is a lag between the time someone is trained and the time they actually use the system, he or she will likely forget how to use it and may then avoid using it altogether (leading to another common problem – adoptability).

It is helpful to have ongoing training in the form of webinars, videos, and an easy-to-follow 1-page cheat sheet, which should all be saved in one shared location.

  1. Lagging or Dropped Audio – one of the biggest annoyances during a videoconferencing session is glitchy, delayed or dropped audio.

It is a session breaker.

Unbeknownst to many, a prime culprit of this is their computer’s system resources such as CPU, RAM and bandwidth. Your average employee has no idea what that even is.

But if the system resources begin to get consumed – say by a bloated antivirus suite – a smooth video session can suddenly break down and turn into a ni…g..h……t..ma…..re.

Solution: Choose an antivirus suite for your company that’s easier on the machine’s resources. If you can’t, at least let your users know that the antivirus software can impede the connection. Additionally, tell them to close all unnecessary applications and browser tabs to free up as much CPU and RAM as possible.

Those are just 3 common problems that can end up building up in your support ticket queue.

As you can see, primary antidote to these problems is education. Provide your users with lots of video tutorials, recorded webinars, FAQs, and cheat sheets all stored in a single location such as your company’s Google Drive.

We have prepared a free “10 Point Video Conferencing User Guide Checklist” that you can download and distribute to all users, no matter what solution you use. It will definitely help minimize the flow of tickets you have to deal with.

Type your email below to get instant access:

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