◊Instructions
Click on the section links to the left to navigate to the tutorial of
interest. You'll see a "Video" and a "Download" link next to each tutorial.
Click the "Video" link to view a streaming video online. Click the
"Download" link to download the video in the AVI format. This allows you to
save and play the video from your hard drive for better video and audio
quality.
Scroll down to view the still pictorial and textual tutorials in each
section and category.
◊Customer Service
Feel free to contact the Customer Service Department any time you need
help or have a question, complaint, comment or suggestion. To contact
Customer Service, look for the below graphics on any of the pages.
| If we're unavailable you'll see this graphic.
Clicking it will still allow you to leave us a message. Click the
graphic now to see an offline Flash demo. |
 |
| Most often you'll see this graphic indicating that
agents are online and available to assist you now. Click the graphic
now to see an online Flash demo. |
 |
After clicking either Customer Service button you'll see the
form below. Be sure to completely fill out the form. If you have a personal
domain name with a website hosted by us, enter it as your domain name as in
the below example. If your website is 3rd level and appears like
http://yourdomain.onlinehelper.org or
http://www.onlinehelper.org/yourdomain/ then you should enter
yourdomain/onlinehelper or the complete URL (address) to your website.
If you do not have a domain or website but only an Internet Access
Dialup account, then enter your username/dialup. And if you do not
yet have an account with us then enter "none". Note that entering
none may limit your assistance from us.
Complete the form below and click the "submit" button.
If no agent is available you'll see the form below. Enter your message,
check that our email address is correct and then click the "submit"
button.
If agents are available, you'll see the online chat screen
below. Be patient while we find the next available agent. However, if you
are not connected to and agent within 3 to 5 minutes at the most, please
"end session" and try reconnecting by pressing the customer service
graphic and starting over again. This is because we would never knowingly
leave a customer waiting any more than 3 minutes.
When an agent accepts your call and you connect, You'll see
the agent's name and be able to chat with him or her in real time. Just type
your message in the area on the bottom and click the "send" button or
press your "enter key" on your key board to send your message. When
your session has ended, click the "end session" button to disconnect.
You will then see an optional survey page. This is to allow
you to rate your session and the agent. Again this is an option for if you
feel the need.
Note that at the bottom of the page is an option to have
your chat text emailed to you. This gives you a complete written record of
your entire session. One benefit is that it allows you to retain info and
URLs that the agent gave you without the need for you to take notes. It also
allows you to show where an agent was discourteous or gave incorrect
information.
Since customer service is our business, we take it very
seriously and want to know if there is a need for retraining or personnel
changes.
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