Is not keeping up with changes in viewing technology, making learner experience sometimes difficult and increasing our need to provide external technical support due to Brainshark constrictions.
Here's a letter I wrote summarizing these frustrations:
Thank you for the thoughtful response.
I would like to know if Brainshark’s HTML5 player will eliminate the need for us to provide
Technical support to our users currently struggling with your error messages and system constraints?
(see attachment example of a support sheet I created to address just one of your error messages)
A simple yes or no would be sufficient here.
If there are other roadblocks our users will face next year it would
be helpful for Brainshark to provide us with one-page bulleted workaround memos like the one attached in advance.
This would save us time from having to guess what the problems are and then create support worksheets.
Please find a way to make our assets viewable on any device, with any browser, at any time without constraints.
That’s not too much to ask in my view, even if Chrome, Mozilla and others make changes that are out of your reach to
I’m in the learning business for our members, not technical support. In other words, I’m an educator
not a technologist. It is exceedingly unproductive and frustrating to have to troubleshoot whether our user is in tablet mode or not, is using a Brainshark compatible browser, has enabled flash, etc., etc.
Also, error messages such as “the administrator has not enabled mobile viewing..” are inaccurate and puts the burden
on us to explain why Brainshark has not provided a way to view a presentation that exceeds 2 hours on a mobile device.
What would be more helpful to us is for Brainshark to provide one-page bulleted support sheets like the one I had to create. This
would be much more helpful than prose or videos. If I had these from you proactively in advance, I could instruct our staff how to answer
angry phone calls from our member users. Or, alternatively allow our frustrated users to directly contact your technical support without having to seek an authorization from me first.
I hope you will hear the voice of your customer, act on some of our suggestions, and make it possible
for us to continue with you and not have to find another platform when our subscription expires.
Bottom line, I don’t want to be involved with Brainshark any longer as your adjunct Technical support specialist, I simply want
to use the service to efficiently deliver our education to our member users.
Thank you for your thoughtful consideration. A phone conversation is always welcome.