This blog article describes yet another nice customer experience with WIPO. I was delighted to find that WIPO makes it so that I can “call for free” to WIPO. And the person who answered was very helpful.
The background is that today I had a question. I hoped to find out how to set it up so that I can see all of our firm’s IRs in my eMadrid workbench. I figured I would need to place an expensive international telephone call to Switzerland to get help.
What I found, instead, is that WIPO has set it up that I can place a free telephone call to the IB. This is really nice. I clicked on the link on WIPO’s web site and the call reached the IB. You can see the pop-up window at right, showing how it looked at 26 minutes into the call. You can see that it provides buttons for me to make touch-tone entries like “1 for English” and “4 for help with eMadrid”.
The call was answered by a person whose name starts with “F”. This person was very helpful and very clear on how to accomplish this. This person explained that there are two paths for this:
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- updating “the email address associated with the IR” to be my email address, or
- using the “connections” feature of the WIPO IP portal to extend eMadrid access from one of my firm’s colleagues over to me.
As it happens, within our firm we have some experience with the “connections” feature. So we used the “connections” feature and I was able to add several IRs to my workbench in eMadrid.
To sum up, it is nice that WIPO makes it so that I can “call for free”, and it is nice that WIPO provides this path involving “connections” for access in a workbench in eMadrid. And it is nice that WIPO made it possible to speak with the representative whose name starts with “F” who provided clear and helpful instructions about all of this.