Wired for engagement – the Schoolwires blog

Schoolwires technical support: Passionate about K-12 district success

Posted by Debbora Woods on 11/18/14 9:00 AM

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Guest Bloggers: Blake Cohen, Manager, Technical Support and Ben Norman, Manager, Strategic Account Support

Each K-12 district’s picture of success is as unique as the community around which they are built. Here in Schoolwires Technical Support, we believe that we succeed when our clients succeed. What does this success look like? We’ve assembled a world-class Technical Support Specialist team with over 45 years of combined experience that’s ready to respond to the diverse and ever-changing needs of our clients. Additionally, our Advanced Support Engineering team helps us out when it comes to the database and server portion of our clients’ websites. Together, our objective is to provide our clients with the tools and resources they need to be successful in achieving their goals.

Our entire Support team is passionate about, and dedicated to, client success. How do we contribute to that success? We answer our fair share of the typical how-to questions, and fulfill all of the standard website technical support needs. However, we’re also here to assist our clients in utilizing the best available tools and technologies to most effectively communicate with their parents, students, staff, and community. So, we offer more than just yes/no or step-by-step answers to their questions. A large part of our job is working with clients to understand their goals, and guiding them to define the best means to achieve those goals. This consultative approach provides a fuller understanding of the available options, and allows our clients to make the decisions that are right for their websites. But don't just take our word for it. Here's what Linda Zintz of San Diego Unified School District has to say, "It is very evident that customer service is a top priority at Schoolwires. I feel confident that the company is committed to the success of our website development."

As the need for support has changed over the years, we’ve responded. One of the more recent additions to Technical Support Services is our newly re-vamped Share Help Center. Our Technical Communications and Web Properties teams have created a new self-service help portal that provides our clients with an intuitive, friendly way to find the answers to their questions. Whether it’s a tutorial or article from the “How Do I…” tabs, an instructional video from our Webinar Library, or one of the new “APPetizers” which showcase specific features, our clients find what they need, when they need it, to succeed.

Schoolwires Technical Support understands that our clients aren’t just account numbers. They are more than a voice on the other end of a support call or words in an email request. We know our clients are continually working to develop a website that serves as an integral part of the way they connect with their staff, students, parents, and community at large. We enjoy developing strong relationships with all of our clients because strong relationships help achieve our mutual goal of optimizing K-12 districts’ community engagement.

Want to learn more about our services and support? Check this out>>

Topics: Technical Support, K-12 districts, K-12 Websites


K-12 website: "That's it. These problems can't be solved."

Posted by Debbora Woods on 10/7/14 9:00 AM

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Have you come to the same realization about your K-12 website provider as Avon Community School Corporation (IN)? Avon Schools switched to Schoolwires after their former website provider was bought out and consequently the service, communication, and support drastically declined.

By switching to Schoolwires, Avon Schools now experiences:

  • Easy content updating with a user-friendly editor
  • New products and feature improvements that grow with the district
  • 100% same day response rates for technical support

Learn more about Avon Schools' story and how their website transition had their staff saying, "We made the right decision!"

Topics: Technical Support, K-12 Website


Beyond K-12 Website user guides

Posted by Kathe Craig on 9/23/14 9:00 AM

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Guest Blogger: Kathe Craig, Senior Manager of Self-Service Assets

Come with me and explore the world of Schoolwires Technical Communications and Self-Service Assets. We’ve changed a lot since we published the very first user guide in 2004.

Don’t get me wrong. We are still the folks who write those page-turners. We’ve just expanded to include other media and communication channels, all geared to helping you find the information you need when you need it.

Let’s start with how we identify the topics, media, and channels for our materials and messages.

  • We follow trends in K-12 education and technology to understand the challenges faced by schools, teachers, and staff and how they use our solutions to meet those challenges.
  • We work with other departments to identify the questions you have when you are using our solutions.
  • We review feedback from you on the "How do I...?" tab within Site Manager in Centricity2, from the Share site, and on social media to help us recommend not only how to accomplish a particular task on your K-12 website, but also when and why you might choose one solution over another.
  • We work closely with Product Strategy and Platform Delivery to identify and develop user materials for each product release.

Next, let’s take a peek at the cornerstone of Technical Communications—the help materials you find on the "How do I...?" tab within Site Manager in Centricity2. This is the repository for over 700 resources including user guides, workbooks, help cards, articles, and video tutorials, as well as links to other materials and sites. We’re adding materials every day and always looking for new ways to meet your needs. For instance, we just recently started producing Shorts, tutorials that are under a minute long like this one on changing a page name.

Now we’ll head over to the Share site. We work hard to ensure the content here is fresh, fun, and useful. Check back often to see what we’re cooking up.

  • You’ll love our tasty and easy-to-prepare APPetizers.
  • You’ll whiz through our updated Help Center.
  • You’ll pinpoint important materials like technical requirements and information on upcoming product releases.
  • You’ll discover helpful tips for using Schoolwires solutions to meet your daily challenges.

That’s not all! Follow us on Twitter. Our Twitter Community makes it easier for you and your staff to find help materials and locate peers with whom to collaborate.

The Schoolwires Technical Communications Team includes Chris Gallagher, Mike Kuzniar, Haig Douglas, Christian Carpenter, Jenn Gray, and Sara Goss. We are always looking for new ways to help you. So if you’re a Schoolwires client and have any suggestions on how we can help you find the information you need, feel free to contact us at tcfeedback@schoolwires.com.

To discover more, Visit Services & Support

Topics: Technical Support, Self-Service Assets, Technical Communications


Schoolwires promises to NOT do these things

Posted by Debbora Woods on 8/19/14 9:00 AM

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Last week I was traveling for work. Because I'm a people watcher, the combined 12 hours of flight time and 4 hours of layover time gave me many opportunities to observe behaviors. Out of these observations have come a few behaviors that we here at Schoolwires promise to NOT do when we interact with you.

Observation: A teenager, sitting next to his father on a flight, ordered a coffee as his drink. The flight attendant asked his age, told the father that she didn't approve of him having coffee, then brought the teenager a very watered down version of coffee. Needless to say, she didn't meet her "customer's" expectations.

Our promise: We will not judge your website design ideas nor give you a solution that is not what you asked for! We promise to ask questions, listen to your needs, and design your solution - the way you want it.

Observation: At one airport, I flew into a small terminal on a prop plane. To get to the main terminal to catch my connecting flight I had to walk to a small hallway between gates, travel down to the main floor via an escalator, then catch the shuttle to the main terminal. Small signs were poorly placed. And the rope barricades to manage people traffic to the various shuttles had lines of people criss-crossing in front of each other. To add insult to mass confusion, the staff who were supposed to be helping just pointed and yelled at us to stay in line. Unfortunately, people ended up in wrong lines, were put on the wrong shuttles, and there was a very unhappy mob.

Our promise: We will not leave you stranded and wondering what to do next! From our consultative sales approach, to implementation, to training, and staff onboarding, we promise to communicate regularly, provide step-by-step instructions, be there when you need us, and ensure your staff and community know how to use the solutions you've invested in.

Observation: On one of my flights, an elderly gentleman with limited mobility - one foot was in a cast - and hearing impaired was trying to get assistance. Three flight attendants couldn't understand what he needed and each walked away. A young man approached, knelt down next to him, talked closely in his ear, then listened intently to the gentleman's response. He needed assistance unhooking his seat belt, standing up, and walking down the aisle. The young man assisted, and the gentleman was extremely grateful.

Our promise: We will not ignore your requests for help! If you need assistance with your solutions, we are here 24/7 to help you succeed! We promise that between technical support experts on the phone, to peer user groups, to online self-service resources, you will find the answers you need.

We love the relationships we've built with our clients over the years. And we will continue to strive toward providing the Total Customer Experience that "Wows!" Want to learn more? Visit our website today!

Topics: Training, Technical Support, Website Design


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