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<p class="MsoNormal" align="center" style="text-align:center"><b><u><span style="font-size:14.0pt;font-family:"Californian FB","serif";color:#131E83">Pearson LearningStudio (eCollege) Helpdesk Email Retiring
<o:p></o:p></span></u></b></p>
<p class="MsoNormal" align="center" style="text-align:center"><b><u><span style="font-size:14.0pt;font-family:"Californian FB","serif";color:#131E83"><o:p><span style="text-decoration:none"> </span></o:p></span></u></b></p>
<p class="MsoNormal"><b><span style="font-size:14.0pt;font-family:"Californian FB","serif";color:#131E83">What is happening?<o:p></o:p></span></b></p>
<p class="MsoNormal" style="background:white"><span style="color:#365F91">Pearson LearningStudio’s (eCollege) email service,
<a href="mailto:helpdesk@online.tamuc.org">helpdesk@online.tamuc.org</a>, 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 <a href="http://247support.custhelp.com/app/chat/chat_launch/session/L3RpbWUvMTQzODE4MjIwNS9zaWQvdUVrZ0lBc20%3D">
online chat</a> and phone, Pearson will be able to more quickly and thoroughly serve you.
</span><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";color:#365F91"><o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><span style="color:#365F91"><o:p> </o:p></span></p>
<p class="MsoNormal" style="background:white"><span style="color:#365F91">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 <a href="http://247support.custhelp.com/">FAQ site</a>, chat, and phone to communicate with the Tech Support team. As of
<u>August 9, 2015</u>, the email option within the 'Ask a question' box in the <a href="http://247support.custhelp.com/" target="_blank"><span style="color:#365F91;text-decoration:none">24/7 Customer Support Site</span></a> will be removed. <o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><span style="font-family:"Verdana","sans-serif";color:#2C2C2C"> <o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><u><span style="color:#365F91">Reasons that support this decision:</span></u><u><span style="font-family:"Trebuchet MS","sans-serif";color:#365F91"><o:p></o:p></span></u></p>
<p class="MsoListParagraph" style="margin-left:.25in;text-indent:-.25in;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="font-family:Symbol;color:#365F91"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="color:#365F91">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.<o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:.25in;text-indent:-.25in;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="font-family:Symbol;color:#365F91"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="color:#365F91">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.<o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:.25in;text-indent:-.25in;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="font-family:Symbol;color:#365F91"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="color:#365F91">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.<o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:.25in;text-indent:-.25in;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="font-family:Symbol;color:#365F91"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="color:#365F91">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.<o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:.25in;text-indent:-.25in;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="font-family:Symbol;color:#365F91"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="color:#365F91">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#365F91"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:14.0pt;font-family:"Californian FB","serif";color:#131E83">When:<o:p></o:p></span></b></p>
<p class="MsoNormal" style="text-indent:.5in"><b><span style="color:#365F91">August 9, 2015</span></b><b><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";color:#365F91"><o:p></o:p></span></b></p>
<p class="MsoNormal" style="text-indent:.5in"><span style="color:#365F91"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:14.0pt;font-family:"Californian FB","serif";color:#131E83">Services</span></b><b><span style="font-size:14.0pt;font-family:"Californian FB","serif";color:#1F497D">/Applications</span></b><b><span style="font-size:14.0pt;font-family:"Californian FB","serif";color:#131E83">
Impacted:<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-left:.25in;text-indent:.25in"><b><span style="color:#365F91">Pearson LearningStudio (eCollege)
</span></b><b><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";color:#365F91"><o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="color:#365F91"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:14.0pt;font-family:"Californian FB","serif";color:#131E83">What you need to do:<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="color:#1F497D">If you experience eCollege technical problems, contact the eCollege helpdesk at 1-866-656-5511 (toll free) or visit
<a href="http://247support.custhelp.com/">Pearson’s 24/7 Customer Support Site</a>.
</span><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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