Director of Marketing
November 28, 2017
Director of Marketing
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with ON24
We used ON24 to broadcast webinars monthly to our audience typically patients and healthcare professionals i.e. nurses, practitioners, physicians etc.
- Lead generation
- Platform is unique and user friendly.
- Ability to track activity during the webinar.
- On-demand feature is really well done.
- We literally experienced technical difficulties on every webinar.
- The customer support was absolutely awful. They showed zero empathy for the fact that our webinars were not running smoothly. Our presenters refused to work with us again because we could never get the technical issues resolved.
- The sales rep promised that it would integrate with Salesforce and other CRM but it never did. We were paying for a premium product but not getting the bells and whistles that were promised in their proposal.
The ON24 sales rep overpromised and said that it would integrate with our Salesforce CRM and they could never get it to work. The customer support team basically gave up trying to help us integrate and would not give us our money back or cancel our contract. I believe it is unethical what they were trying to pull.
- ON24 negatively impacted us because we would have hundreds of our customers that could not get on or hear the webinar.
- Our presenters would be so frustrated with ON24 that they refused to work with us again until we moved to a different platform.
- ON24 negatively impacted us because we paid a fortune for a premium service that never performed correctly. It was way to expensive for what we were getting.
Significantly worse
We selected ON24 for its functionality and integration with Salesforce but they did not even attempt to try to help us.
We selected ON24 for its functionality and integration with Salesforce but they did not even attempt to try to help us.
ON24 Feature Ratings
Using ON24
5 - Marketing function
2 - Technical skills
IT skills
IT skills
- lead generation
- brand awareness
- Customer engagement
- OnDemand; capturing leads after the event
- Would not likely use
- ON24 did not work well with us
Evaluating ON24 and Competitors
Yes - ON24 replace GoToMeeting because they promised us Salesforce integration but it never did work.
We switched back to GoToMeeting.
We switched back to GoToMeeting.
- Product Features
- Product Usability
- Analyst Reports
The sales rep overpromised on the features but we could never get it to work. The experience with ON24 was absolutely dreadful.
We would do a monthly agreement to see how it would work with our organization before committing to a whole year.
ON24 Implementation
- Implemented in-house
Change management was a major issue with the implementation - There was zero follow through. ON24 could not implement from the very start and it did not get any better. They gave up on us and did not break our contract.
- Did not integrate with Salesforce
- Customer support would not help us integrate
ON24 Support
| Pros | Cons |
|---|---|
Quick Initial Response | Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care |
Yes - We needed premium support because we could never get it to work and our audience would be there waiting.
Yes - NO! They ignored our issues and did nothing to help us resolve them.
No I cannot. The support team was abysmal. They blamed us for any technical issues and did nothing to help us resolve them.
Using ON24
| Pros | Cons |
|---|---|
None | Do not like to use Requires technical support Not well integrated Inconsistent Feel nervous using |
- OnDemand feature was decent
- Custom registration was good
- Custom branding was a good feature
- Tons of technical issues
- Audio issues
- Customer support was awful
Yes - Mobile interface, I didn't have a problem with. We just could not get the webinar to start or perform correctly.