Ucompass has developed several innovative techniques centered around providing faculty/staff at your organization with anytime/anywhere Educator support.
Support is not just for when something is wrong, but when faculty need to know how to accomplish a specific task within Educator.
There are three types of online support available depicted by the graphic below:
Instant Online Support
Faculty/staff can click on a link and engage a Ucompass support representative in live online one-to-one communication. In addition to being able to communiate with the staff to answer their questions, Ucompass can direct the individual to a specific location within the program.
In the example below, the user of Educator weldon is engaged in a real-time support chat session with the Ucompass Support Representative ray:
For clients who choose this level of service, the capability to access live online Support Representatives exists 24 hours per day, 7 days per week so that faculty/staff can accomplish what they need without wait.
Immediate Callback Assistance
Faculty/staff who need to speak with someone immediately have the ability to submit their phone number in the Support Request form which will go directly to the pagers of the Ucompass Mobile Support Staff. The first representative to receive a page will call the faculty/staff immediately to answer their questions. Ucompass' innovative technical support architecture is structured in such a way that once a Ucompass Representative responds to a support request, that request is taken out of the 'cue' and other Representatives are aware that the request has been answered, thus preventing a scenario where multiple Representatives are responding to the same request.
E-Mail Assistance
All faculty/staff no matter what level of support purchased by the organization have access to Ucompass Support Representatives via e-mail. The faculty/staff fills out the Support Request form online, then Ucompass Support replies within 24 hours via an e-mail that is either sent to the user's Educator mailbox or to an external e-mail address, depending on their preference.
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Haydn FoxProfessor of Biology
As a university professor searching for software for an Internet course, I was sold on Ucompass Educator the first time I used it. I wasn't yet familiar with all the features, and the program wasn't doing what I wanted it to do. While I was trying it out, a Ucompass Support Staff suddenly appeared in a chat box and asked me if I needed any help. Within minutes, he showed me how to use the program so that it would do precisely what I was looking for.
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