Simu-live works sometimes, and glad it auto-plays videos that are uploaded, but live webinars have issues with playing multiple videos. Ondemand is probably its best use, but the marketo integration is also tough and staff is not trained on it.

ON24 Feature Ratings

ON24 and Communications During a Pandemic

Ease-of-Use

Clunky platform, tough integration with Marketo, poor support

Webinar Use Case

Lead generation
Product Marketing

Using ON24

Users and Roles

12 - Marketing, and marketers on behalf of sales

Support Headcount Required

6 - project management

Business Processes Supported

Webinars
Virtual tradeshows and seminars
on-demand events

Innovative Uses

Panel discussions
n/a because on24 failed us

Future Planned Uses

We wont unless they radically change their interface and update the back end

Likelihood to Renew

We have recently switch webinar partners.

Evaluating ON24 and Competitors

Products Replaced

Not Sure

Key Differentiators

Integration with Other Systems

Marketo integration and live+on demand webinars + pre recorded webinar function with live Q&A after.

Evaluation Lessons Learned

I would have run a week of webinars and contacted support multiple times with made up issues.

ON24 Implementation

Implementation Rating

n/a this was before my arrival

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

ON24 Training

Training Types Used

Online Training

In-Person Training

Online Training

Configuring ON24

Product Configurability

Interface is too clunky for the functionality. Streamline it and simplify it while leaving the baseline functionality. There are too many places to set up in different parts of the site to get your webinar configured from the beginning, and when a presenter first logs on, everything looks very foreign to them. Its offputting. Moving around the site should be more of a streamlined flow. That being said, within those pockets, the options available are nice.

Configuration Lessons

Set up base event set up form for registration and sign up, customize the dashboard with branding and hand-outs, supplemental materials, etc, and then upload pre-recordings/slides/etc in the video dashboard in advance of the webinar day. Have webinar set up before promotion. Do a walkthrough with presenters prior to the day of event.

UI Customization

Yes - we have customized the interface extensively - Branding and for specific needs of any given event. We usually have links and resources as "take-home" collateral, and sometimes we have polls or surveys. We usually had a welcome message, and we had a specific size we liked the video display to be. We had an arrangement of icons we chose as the best user experience

ON24 Support

Support Rating

2 stars but that is entirely for the 24/7 emergency line (8 star rating for them respectively), and id give a negative rating to regular support if it was available

ON24 Customer Support Pros and Cons

Pros	Cons
Kept well informed	Slow Resolution Poor followup Less knowledgeable Problems left unsolved Escalation required Need to explain problems multiple times Support doesn't seem to care

Premium Support

We did have a premium package that included extra support and we barely used it, and when we did, they were more in our way than otherwise honestly. Interestingly, they ran into the same tech glitches we had prior to that where they definitively put it back on user error (as they do almost 100% of cases). Support is there to copy paste answers and send documentation they pull from the same files we have access to online. Useless. That being said, the on24 24/7 emergency line DURING webinars was very responsive and helpful, loved that team of engineers.

Bug Resolution

Yes - NO ABSOLUTELY NOT. Three issues of this nature were the catalyst that angered management enough to switch webinar partners. Very clear glitches happened, shown in recordings and honestly in their data on the back-end even, and even though the team couldnt produce anything to say it was human error on our part, they stuck to that story and refused to investigate or discuss further.

Exceptional Examples of ON24 Support

As a webinar was starting, I was told last minute our speaker needed an international number and it wasnt listed on their set on international lines. I called support and they quickly found a solution and we got our speaker online just in time.

Using ON24

Usability

It does what it is supposed to do 85% of the time. But for the price, why use a clunky system when there are better options.

Usability Pros and Cons

Pros	Cons
Technical support not required Feel confident using	Do not like to use Unnecessarily complex Not well integrated Cumbersome

Easy Tasks

muti-reg form wasnt bad.

Difficult Tasks

Internal dashboard to setup
Attendee dashboard
Terrible data downloads
Audio glitches and tech glitches during webinars
Contacting support/utilizing support was usually a waste of time

ON24 Reliability

Performance

Probably the worst part of it. Not being able to rely on this as a product that wouldnt embarrass us or at least perform as it is made to perform is the reason we left on24.