Streamlining the Service Repair Experience
WaCA, since late 2001, offers computer purchasers a Digital LifeLine product that, through software residing on the PC, allows WaCA technical representatives to remotely communicate with the PC user to troubleshoot and potentially fix their computer problems.
In addition, WaCA is working to expand its use of the How2TV Web sites to retailers at the end of second-quarter. Currently the Web-based product information is created for manufacturers.
The idea behind the How2TV program (which Gottschalk plans to rename) is that a consumer who purchased a handheld, for example, could take the product home, and as he or she is learning to use that handheld, go to a retailer-branded Web site and find a Flash-based presentation that details the product's features and how to use them.