[Students] Pearson Learning Studio (eCollege) Announcement

[Lydia Harkey]

Pearson LearningStudio (eCollege) Helpdesk Email Retiring

What is happening?
Pearson LearningStudio's (eCollege) email service, helpdesk at online.tamuc.org<mailto:helpdesk at online.tamuc.org>, is retiring.  In order to better meet the needs of students and instructors and encourage a quick turnaround time to the requests, Pearson will be retiring the email customer service support on August 9th. By focusing on online chat<http://247support.custhelp.com/app/chat/chat_launch/session/L3RpbWUvMTQzODE4MjIwNS9zaWQvdUVrZ0lBc20%3D> and phone, Pearson will be able to more quickly and thoroughly serve you.

After careful analysis of the Pearson support model, Tech Support (Helpdesk) has determined it would be more efficient to no longer support email communication.  Instead, Pearson recommends using the FAQ site<http://247support.custhelp.com/>, chat, and phone to communicate with the Tech Support team. As of August 9, 2015, the email option within the 'Ask a question' box in the 24/7 Customer Support Site<http://247support.custhelp.com/> will be removed.

Reasons that support this decision:

*         Due to the technical nature of the support Pearson's customers' need, they are best able to resolve the issues in a timely manner via phone and chat.

*         Pearson identified that there are multiple back and forth interactions to gather information on an issue and, ultimately resolve the issue. Sometimes these interactions can take up to 1 week.

*         Many customers will email support expecting an almost immediate response, which then results in the customers contacting support via phone or chat resulting in duplicating volume.

*         Pearson is better able to support their customers more effectively and timely by focusing their resources on live support channels such as phone and chat.

*         Email volume makes up 7% or less of total volume, which shows that phone and chat are the preferred method of support by LearningStudio (eCollege) customers.

When:
August 9, 2015

Services/Applications Impacted:
Pearson LearningStudio (eCollege)

What you need to do:
If you experience eCollege technical problems, contact the eCollege helpdesk at 1-866-656-5511 (toll free) or visit Pearson's 24/7 Customer Support Site<http://247support.custhelp.com/>.



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