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In the role of support there are a number of questions that I am asked on a regular basis.  The answers to these questions are quite often the same, with the exception of having to change certain information to make the answer more client-specific.  Sometimes these questions can be answered via a simple email and sometimes the questions require an instructional document to answer the question more thoroughly.


A number of the questions that I am asked are in regards to [email protected]  With REM’s new [email protected] 3.0 coming out this year, we are putting an emphasis on our help tools.  I was asked to create a number of new help files for our clients; both in the form of PDF’s and on-screen video files.  The PDF’s will provide step-by-step written instructions, and the on-screen video files will provide real-time, audio/visual demonstrates on how to use the new [email protected] modules.  These files will be available directly in [email protected] so our clients can access them while they are working in the system and they will also be available from the support team.


Recording these videos took a great deal of time, energy and focus but the final product is well worth it!  I believe that with these video help files, in conjunction with the documentation and one-on-one support that we offer, REM will be providing our customers with an awesome help/customer service experience.


REM will continue to offer initial [email protected] training and the ongoing individual customer service that we currently provide.  Our new help tools will simply enhance our support service.


As intuitive and smart as the new [email protected] is, we know that these help files will not go amiss.  We recognize that some of our customers need access to help files at any time of the day and at their own leisure rather than just during regular business hours.  These new help files will allow far more flexibility as our clients update and manage their websites.  The new videos and documents will prove to be consistent and easy to follow.  I’m proud and excited to launch these new help files to our existing and new customers!

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