System and method for remote assistance

A networked user system for designing a product to be printed, the system comprising

• a processor running a browser program,
• one or more user tools executing in the browser program and configured to allow a customer user of a remote printing services site to customize graphical content of a design of a product at the user system and to communicate with a remote printing services site,
• a user display displaying the product design to the user,
• means for providing product design information to a remote support system to allow the remote support system to display the product design substantially as the product design is being displayed to the user on the user display, and
• means for allowing the user of the user system to submit product design inquiries to and receive responses from the operator of the remote support system while the operator is viewing the display information.

A networked support system comprising

• at least one processor,
• at least one support display operatively connected to the at least one processor,
• means for enabling an operator of the support system to receive product design inquiries from and submit responses to a customer user of a remote user system designing a customized product to be printed, the remote system having a user display displaying the design of the product being customized,
• means for obtaining the user's product design information from the remote user system, and
• means for displaying substantially the same product design on the support display while the product design is being displayed to the customer user on the user display and while the operator of the support system is receiving inquiries from and submitting responses to the customer user.

A method of providing assistance from an operator of a support system having a support display to a customer user of a remote printing services site to customize graphical content of a design of a customized product to be printed, the user system having a processor running a browser program, one or more tools executing in the browser program and configured to allow the customer user of user system to customize the design of the product at the user system and to communicate with a remote printing services site, and a user display, the method comprising

• receiving a request for remote assistance from the user system, and
• in response to the request,
• establishing a communication connection between the user of the user system and the operator of the support system such that the user can submit product design inquiries to and receive responses from the operator,
• establishing a communication connection between the user system and the support system such that the support system can obtain the user's product design information from the user system, and
• displaying substantially the same product design on the support display as is being displayed on the user display while the user and the operator communicate over the communication connection between the user and the operator.

A method of providing assistance from an operator of a support system having a support display to a customer user of a remote printing services site to customize graphical content of a design of a customize products to be printed, the user system having a processor running a browser program, one or more tools executing in the browser program and configured to allow a user of the user system to customize the design of the product at the user system and to communicate with a remote printing services site, and a user display, the method comprising

• establishing one or more alert conditions corresponding to one or more predetermined product design actions by the user at the user system,
• using one or more of the tools executing in the browser program to monitor the remote user system for the occurrence of one or more of the alert conditions,
• in response to detection of one or more of the alert conditions,
• establishing a communication connection between the user of the user system and the operator of the support system such that the operator can communicate with the user to offer assistance,
• establishing a communication connection between the user system and the support system such that the support system can obtain the user's product design information from the user system, and
• displaying substantially the same product design on the support display as is being displayed on the user display while the user and the operator communicate over the communication connection between the user and the operator.

A method of providing assistance from an operator of a support system having a support display to a customer user of a remote printing services site to customize graphical content of a design of a customized product to be printed, the user system having a processor running a browser program, one or more tools executing in the browser program and configured to allow a user of the user system to customize the design of the product at the user system and to communicate with a remote printing services site, and a user display, the method comprising

• establishing one or more alert conditions corresponding to one or more predetermined product design actions by the user at the user system,
• using one or more of the tools executing in the browser program to monitor the remote user system for the occurrence of one or more of the alert conditions,
• in response to detection of one or more of the alert conditions, using one or more tools executing in the browser program to generate a message at the user system to the user of the user system inquiring if the user would like assistance from the support system,
• if the user indicates that the user would like assistance,
• establishing a communication connection between the user of the user system and the operator of the support system such that the operator can communicate with the user to offer assistance,
• establishing a communication connection between the user system and the support system such that the support system can obtain the user's product design information from the user system, and
• displaying substantially the same the information product design on the support display as is being displayed on the user display while the user and the operator communicate over the communication connection between the user and the operator.