Thursday, June 13th, 2013 .

My first job was working as a sales manager at computer giant CDW, a large computer company in Chicago, where I chatted on the phone all day with I.T. directors and helpdesk managers.

Most of my clients were I.T. guys who worked at the helpdesk and were responsible for keeping the company’s technology infrastructure up and running.

When tech support issues are straightforward, I.T. professionals resolve them with a quick phone call, instant message, or email to the customer.

When tech support issues cannot be resolved immediately, the standard protocol is to log the issue as a ticket in a helpdesk ticket tracking system like Mojo Helpdesk. From there, the ticket is assigned to an expert, or team of experts, who can most efficiently resolve the issue.

Sometimes you’ll have up to 3-4  employees getting involved to solve a support ticket. This is where the combination of a ticket tracking system like Mojo and a conference calling system like UberConference can start to aid internal efficiency.

Instead of flooding a support ticket with ton of comments and creating a confusing ticket thread that’s hard to follow, the support staff can hold a conference call to resolve the customer issue, using the helpdesk ticket as a reference during the discussion.

Very frequently, support staff can accomplish more in a 5-minute conference call than they can by exchanging 20+ emails.

Even if the conference call doesn’t fully resolve the issue, support staff can record the call, and make note of outstanding follow ups.

Those follow-ups can be added as tickets in Mojo and then assigned to the appropriate topic experts, and tracked to completion (i.e. the answer is sent to the customer). Once the ticket is solved, Mojo saves it automatically for future reference in case another customer has a similar issue.

Tuesday, January 22nd, 2013 .

imageDo you have international conference calls? Now people from all over the world can dial into your conferences with their phones.

Today, we’re happy to announce conference call international access numbers in over 40 countries across Europe, Asia and South America. Participants in ÜberConference calls can use these in-country local numbers to avoid expensive international calling rates when calling a US conference number. Additional country codes will be added in February.

We recently launched a feature that lets participants join an ÜberConference from their computer from anywhere in the world. Now people can also easily dial in from their phone with our international access numbers. After dialing the access number, they just punch in the conference call number, then PIN, and get connected.

This new international access number feature is available and included automatically at no extra charge for all ÜberConference Pro and Business accounts.  ÜberConference Free accounts can upgrade to Pro for just $10 a month to get a local number ($20 for toll free) and several other premium features such as larger conference sizes, recurring conferences, outbound dialing and more.

Check out the full list of countries with international access numbers, and our FAQs if you have questions on how they work.

Wednesday, June 18th, 2014 .

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UberConference is a proud sponsor of this year’s Admin Training Week. Join Vincent Paquet, VP Product, on Thursday, June 19 @ 11AM ET to discuss “Leveraging Google+ and Hangouts”. Vincent will cover how you can best make use of Google Apps with UberConference. Topics will include all our integrations with Google Apps including:

Google Hangouts: connect by phone with an UberConference phone number
Google Apps Marketplace: Receive meeting reminders from your desktop
Google Drive: share and edit files in UberConference
Google Chrome: start instant calls from anywhere in your browser

Last year’s Admin Training Week brought in an audience of 3,000 admins, and that number is expected to double for the Summer ’14 event. Visit the Google Gooru Admin Training Week website for more information on the agenda, presenters and more.