November 1, 2004 / Winter 2004

Reducing Computer Help Frustrations

Written by Idea File Staff

When you have a desktop question, wouldn’t it be great to have a computer support technician sitting beside you, looking right at your screen, to quickly show you the solution and resolve the problem?

Now, Walsworth has instituted an electronic trouble-shooting capability that is virtually just as good.

With W|eCare, customers can get high-tech desktop publishing support with a live computer help session. Our specialists can connect directly with your computer to observe your desktop and use instant messaging to discuss your problem, or, with the customer’s permission, gain access to the customer’s desktop and demonstrate solutions right on their screen.

To use the system, all a customer needs is internet access and a small plug-in that can be downloaded when the site is first accessed. To request a session, just click on the Help button on the home page at walsworthyearbooks.com, and click on W|eCare.

Hours for the service are 7 a.m. to 6 p.m. Central Time Monday through Thursday and 7 a.m. to 4:30 p.m. Central Time on Friday. Special off-hour sessions also can be scheduled if necessary.

In addition to actually viewing a customer’s desktop dilemma, computer support specialists also can send files for the customer to download or send them URLs for more information.

“W|eCare gives us the ability for first-call resolution, the ability to diagnose and the ability for remote service calls,” said Don Leonard, desktop technology/computer support manager. “Customers using both Macs and Windows can use the service.”

Either the customer or Walsworth can initiate a session. For example, Customer Service Support at Walsworth can contact the customer for a missing photo. The school can send the file and receive instant confirmation that Walsworth received it.

“This service isn’t for every question,” Leonard said.

“But when appropriate, W|eCare will get problems solved more quickly and easily.”

Idea File Staff

Idea File Staff reports are posts compiled by the Walsworth Yearbooks Marketing Department, covering a wide range of yearbook topics.