How a top medical device company improved webinar outcomes with Livestorm

The Customer Success Management (CSM) team at Livestorm plays a vital role in ensuring the success of customers’ usage of the platform by addressing their needs and helping them achieve their desired outcomes.

Their primary functions include onboarding customers, providing comprehensive training, and maintaining continuous communication that helps build a strong relationship with our customers.

The team's focus extends beyond training and support, aiming to be a proactive partner.

Company’s Goals

Their main goal with this top medical device company from the healthcare industry is to build relationships with each customer, working closely to ensure that the product meets their expectations and delivers positive business results.

We interviewed Julia Cibot, our Strategic Customer Success Manager to find out how she worked with one of our top Enterprise clients here at Livestorm.

The project launched with the clear objective of hosting a series of educational webinars targeting healthcare professionals across multiple regions.

The challenge arose when the goal was set to reach nearly 1,000 participants, with restreaming required for four different countries, including various countries in the Asian-Pacific region, and guest speakers from over four countries.

Our Customer Success Manager (CSM) needed to showcase their exceptional capabilities from the outset and adapt to the unique demands of this ambitious initiative.

The goal was to:

• Facilitate a seamless knowledge exchange
• Engage a geographically and linguistically diverse audience
• Ensure webinars were accessible, engaging, and technically flawless to deliver value to both the client and the participants

Challenges Encountered

• Integration of Real-Time Language Interpretation

One of the primary challenges encountered was integrating real-time language interpretation for audiences in four countries. After some back and forth we decided to focus on just Vietnamese and Korean languages.

• Technical Setup for Seamless Webinar Streaming

Another significant challenge was the technical setup required to stream the webinars seamlessly across different platforms while ensuring high-quality audio and video.

The team needed to ensure that the platforms were not only capable of supporting live streaming but were also equipped to handle the specific demands of interpreted audio streams.

The process we built together to smoothen the events

Before kicking off the events

Before the webinar, several key tasks were undertaken to ensure smooth execution. These included setting up the event in the workspace and implementing custom codes on the registration page.

Interprefy, our trusted technological partner for combining AI and human live translation and interpretation for webinars, was enabled, and coordination with their teams was facilitated.

Additionally, our Restreaming feature which enables streaming events simultaneously to up to 5 different platforms in full HD quality, was activated on the platform to make it available on the other requested platforms.

Our team meticulously organized calls with all platforms to explain how the restreaming functionality works, understand their compatibility, and ensure it.

Moreover, guest speakers and chairpersons underwent thorough training to remove any potential streaming errors during the event

To reinforce support, comprehensive documentation was prepared, encompassing presentations for streaming platforms, housekeeping slides, and scripts.

Additionally, a WhatsApp group was also created for quick communication in the event of unforeseen challenges.

During the online events

Throughout the event, our Customer Success Management (CSM) team played a pivotal role, demonstrating unwavering dedication and proactive involvement.

Their meticulous approach began with shadowing the entire event, ensuring seamless management from start to finish.

Responsible for orchestrating the on-stage presence of guest speakers, they invited them on and stage when needed and removed them, while sharing essential links in the room to maintain fluidity in the webinar.

Furthermore, our CSM team took on crucial responsibilities which involved starting and ending the event to ensure the availability of recordings for download and editing, ultimately aiming to make them accessible for on-demand upload.

Their unwavering commitment to excellence highlighted their mission to provide a flawless experience for both presenters and participants alike.

After the event, a post-event debrief and planning call for upcoming events were scheduled.

Wrap-up / Final Thoughts

The webinar series was a resounding success, marked by high participation rates and positive feedback from attendees. The team managed to not only meet but exceed client expectations.

The experience also underscored the importance of adaptability for our customers. Our CSM team demonstrated exemplary crisis management and problem-solving skills by successfully navigating the complexities associated with hosting multi-lingual and multi-regional webinars.

The clients were thankful “for the smooth running of the webinar” which was not a given, having ended the webinar with:

• 932 registrants and
• 422 attendees (not counting the restreaming on the other 4 platforms)
• Use of the complete 36-hour service package offered by our CSM team.

We want to thank our client for the trust they placed in us and extend our gratitude to our CSM team, for their dedication to this complex project, going above and beyond to meet the client’s needs.